Inbound shipments can occasionally encounter issues such as being lost, stuck in transit, damaged, or delivered to the wrong address due to carrier error. This guide explains how Flexport* handles these situations and provides steps for resolution.
Common Inbound Shipment Issues
Damaged Shipments
If your inbound shipment arrives damaged:
- Flexport’s Fulfillment Center or Forwarding Hub will report the damage.
- Details of the damage will appear in your Seller Portal.
For more information on how damaged units are handled during inbound, refer to What Happens When a Damaged Unit Is Identified During Inbound.
Lost, Stuck in Transit, or Misdelivered Shipments
If your shipment is lost, stuck in transit (no movement for over 7 days), or delivered to the wrong address:
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If you used Flexport’s rates: Contact our Support Team for assistance.
- Our team will review the case and determine if the shipment is lost by the carrier.
- If confirmed, you’ll receive a credit in line with the Terms of Service.
- If you used your own rates: Reach out to your carrier directly to file a claim.
Missing Units at Fulfillment Centers
If your shipment was delivered to a partner fulfillment center but units are missing, lost, or have unaccounted receives:
- Refer to I Have Discrepancies with My Inventory and/or Inbound Shipment for guidance on resolving these issues.
Important Notes
- Flexport does not cover shipping costs, duties, taxes, customs fees, or units listed under our Restricted Products list.
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For shipments using Flexport’s rates, verification is required before reimbursement. You must provide:
- Tracking showing an initial scan.
- Receipt if dropped off at a location.
- Signed confirmation that the shipment was picked up.
Have More Questions?
If you have additional questions about submitting order claims or need further assistance, please submit a request to our Support Team.
*Flexport operates Deliverr as a subsidiary; legal agreements are entered into with Deliverr as the contracting entity.