We understand that packages may get lost or damaged. This article explains how to submit and manage order claims in the Seller Portal. For all policy specifics and other details, please see Order Claims Policy & Guidelines.
You can file claims through the order detail page in the Seller Portal for five types of potential issues:
- No Tracking Movement: The order was packed and a shipping label(s) was printed but the package(s) was not delivered.
- Delivered But Lost: The carrier says they delivered the order but the customer did not receive it.
- Delivered Damaged: The customer received the order but a unit(s) arrived damaged.
- Missing Product: Flexport failed to pack a unit(s) from the order.
- Incorrect Product: Flexport packed the wrong unit(s).
How to Submit Order Claims
Submit a Claim for Delivered Damaged, Delivered But Lost, Missing Product and Incorrect Product issue types:
Submit a Claim for No Tracking Movement:
The claim submission window opens the day after Promised Delivery Date and closes 30 days PDD (35 days during peak Nov 15 - Jan 15).
Proof of product value is required for all claim types. Proof of customer communication on the issue is required for all claim types except No Tracking Movement. Photo evidence is required for Delivered Damaged and Incorrect Product claim types. For definitions and exclusions please see Order Claims Policy & Guidelines.
Claim Review and Reimbursement
Once your claim is submitted our team will review it and make a decision within 3 business days. You can track your claim status on the order detail page where you submitted the claim:
The claim decision will be visible on the order detail page.
If approved, a credit for the approved claim amount will be applied to your account and reflected on your next invoice. Any remaining credits will carry over to future invoices.
If rejected, depending on the rejection reason code you may be able to appeal the decision and add new evidence to support your claim. Appeals can be initiated on the order detail page:
For all policy specifics, FAQs and other details, please see Order Claims Policy & Guidelines.