Flexport allows sellers to issue removals of their inventory to any location within the contiguous U.S. You can learn more about how to submit removals in your Flexport Portal by referring to the Help Center article here.
Flexport sellers have up to 7 calendar days (30 calendar days 11/15/2022 - 01/15/2023) to file a removal claim with our Support team. This window is different than our order claims which can be found here.
Note: For eCommerce fulfillment, expect marking, creasing, and light dirt on packages - we recommend being able to withstand small falls and outer packaging.
Please review the below claim types and our policies on each:
Removals to Amazon FBA & Other Fulfillment Centers
Please note that Flexport does not encourage inventory removals to Amazon FBA centers or other fulfillment centers where you or your team is not present. While sellers are able to still issue a removal to an FBA location, Flexport does not take responsibility for any non-compliance fees that are incurred due to packaging. Additionally, Flexport is not able to offer any reimbursements or file claims for removal orders that are not able to be found once they are marked as delivered.
All removal orders that are routed directly to an Amazon warehouse are considered "ship at own risk." As a result, sellers who chose to send product directly from Flexport to an Amazon fulfillment center waive all rights to file claims for that respective shipment once they are marked as delivered.
Short-Ships
In this instance, fewer units were sent than what was initially ordered in the removal order. This will appear in your Flexport Portal as a Partial Stockout. This usually occurs due to the warehouse discovering that there were fewer units in stock than what was reporting in the Flexport Portal. This can either be an error in miscounting during the initial inbounding process OR could be a separate issue related to inventory counts that requires investigation.
Should you see this occur, please create a support case where our team will investigate with the fulfillment center. Should we find that these short-ships were due to issues on our end, Flexport may offer reimbursements of wholesale value for these under-shipped/lost units.
No Tracking Movement
If a removal order is stuck or damaged in transit with the carrier and does not show carrier movement within 7 calendar days of being shipped OR shows carrier updates but shows no movement for 7 calendar days, please create a case with our Support Team. We will reach out to the carrier to inquire about the order status and if the carrier considers this package lost, we will reimburse the wholesale value of the units that were sent and file a claim on your behalf.
Delivered But Lost
If removal orders are marked as delivered, but the recipient is not able to locate the physical location of the inventory, you may contact Flexport to investigate within 7 calendar days of the delivery date. If Flexport is able to provide a Proof of Delivery (POD) and verify that the removal was sent to the correct location, then Flexport will not honor the claim.
Delivered Damaged
If removal orders are delivered but damaged you may contact Flexport to investigate within 7 calendar days of the delivery date of the shipment in question. If valid documentation and proof of the damage are able to be provided, then Flexport will honor the claim.