We understand that packages may get lost or damaged. This article includes detailed guidance on each of the five order claim types and their timelines, documentation required, decision criteria, valuation methodology, exclusions and definitions.
| In-Transit (Carrier) Claims | Fulfillment (Flexport) Claims | ||||
|---|---|---|---|---|---|
| No Tracking Movement | Delivered But Lost | Delivered Damaged | Missing Product | Incorrect Product | |
| Disclaimer | This guide is provided solely as a general resource for claim submission and does not create, modify, or waive any rights or obligations under Flexport's Terms of Service or applicable Help Center articles. Flexport reserves the right, in its sole discretion, to independently investigate each claim, request additional supporting documentation at any time, and make final determinations regarding claim eligibility and resolution. All decisions shall be based on the verified facts of loss and evaluated in accordance with the applicable Terms of Service and Help Center articles. Nothing in this guide shall be construed as a guarantee of claim approval or as a limitation on Flexport's rights under its governing agreements and policies. | ||||
| Issue Description | The order was packed and a shipping label(s) was printed but the package(s) was not delivered. | The carrier says they delivered the order but the customer did not receive it. | The customer received the order but a unit(s) arrived damaged. | Flexport failed to pack a unit(s) from the order. | Flexport packed the wrong unit(s). |
| Filing Window | Submission window opens immediately after delivery and closes 30 days after Promised Delivery Date (35 days during peak season from November 15 to January 15). | ||||
| Required Docs |
1. Proof of Product Value For DHL and USPS only: all the above plus a Final Customer Invoice (see below Definitions) |
1. Proof of Product Value 2. Proof of Customer Communication For DHL and USPS only: all the above plus a Final Customer Invoice (see below Definitions) |
1. Proof of Product Value 2. Proof of Customer Communication 3. Damage Photo For DHL and USPS only: all the above plus a Final Customer Invoice (see below Definitions) |
1. Proof of Product Value 2. Proof of Customer Communication |
1. Proof of Product Value (of incorrect unit(s), not the order) 2. Proof of Customer Communication 3. Incorrect Product Photo |
| Approval Criteria |
Carrier shipment tracking shows at least 7 days of no movement (21 days for international) at the time of claim review. Approved claims may be retracted if the order ultimately delivers within 21 days of Promised Delivery Date, was returned to sender or held for pickup. |
Carrier's Proof of Delivery confirms package was delivered to the wrong address. For carriers that do not provide a photo POD, Flexport will align with the carrier's latest delivery status, unless further evidence is presented demonstrating a clear failure from the carrier. For DHL and USPS only: approved only if DHL / USPS online tracking explicitly states that the package was lost. Note: For deliveries to multi-unit buildings (apartments or condos), please provide specific delivery instructions to ensure packages are left in the correct location. |
Package was damaged while in Flexport's or the carrier's custody or carrier's Proof of Delivery confirms damage to product while in transit. Flexport is not responsible for manufacturing defects or damaged packaging. Packaging should be able to withstand the rigors of shipping and handling without requiring any special handling per this Help Center article. |
Fulfillment fee will be reimbursed if the customer communication proves that an order was missing unit(s). Product value will be reimbursed only if the missing unit(s) were proven to be lost after packout i.e. lost in-transit and thus no longer in stock. Note: If carrier tracking shows delivered but an item is reported missing by the customer, file a 'Delivered But Lost' claim instead. |
Fulfillment fee will be reimbursed when the evidence provided clearly proves that the customer received the incorrect unit(s) as a result of a packing error, not mislabeling by the manufacturer. Product value of the incorrectly sent unit(s) will be reimbursed when the evidence provided clearly proves that the incorrectly sent unit(s) belongs to the claimant. The proof of product value must correspond to the incorrectly sent unit(s), not the order value. We will not reimburse the product value of the original order. Note: Flexport reserves the right to deny any claim where the photo provided does not clearly show the manufacturer label and/or product details. |
| Common Rejection Reasons |
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| Valuation / Limits | Fulfillment fee plus lesser of 100% of commercial invoice value or 40% of retail value (inclusive of discounts) up to $100 / parcel | Fulfillment fee plus lesser of 100% of commercial invoice value or 40% of retail value (inclusive of discounts) up to $300 / unit | |||
| Appeal Window | Appeal window (for appealable rejection reasons) closes 30 days after Promised Delivery Date. | ||||
| Carrier Exclusions |
In-transit claims on DHL Express (International) shipments and Passport shipments with Passport Insurance coverage must be filed directly with those carriers. https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html#/missing_content_or_list_shipment https://help.passportglobal.com/hc/en-us/articles/11149978469779-How-do-I-file-an-insurance-claim |
N/A | |||
| Other Exclusions |
- Flexport reserves the right to deny claims on any order with third party insurance, including shipping protection services such as Route - Claims for restricted products - Minor damages to eCommerce fulfillment packaging (e.g., marks, creases, or light dirt). Products should be able to withstand small falls and outer packaging damage. See our Product Packaging Requirements for details. - Parcel Only customers are ineligible for fulfillment (Flexport) claims - Fulfillment Only customers are ineligible for in-transit (carrier) claims |
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| Definitions |
Proof of Product Value: A file that lists each claimed DSKU's commercial invoice value and/or retail value. Proof of Customer Communication: A file that shows the end customer's confirmation of the issue. Incorrect Product Photo: A photo that shows the incorrect unit(s) received and the manufacturer label / product details of that incorrect unit(s). Damage Photo: A photo that shows the damage to the claimed unit(s). Final Customer Invoice (USPS & DHL): An invoice detailing the customer's mailing address, date of purchase, item(s) purchased and cost breakdown. |
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FAQs
How do I submit and manage order claims?
This article will guide you through all the steps.
How are reimbursements calculated?
See Section 9. Limitations of Liability in the Terms of Service for exact details. For order claims we reimburse the lesser of 100% of commercial invoice value and 40% of sale price less shipping charges. We typically accept either value but we reserve the right to ask for both values with each claim and check publicly listed retail values inclusive of discounts.
How long do claim decisions take and how long does it take to receive credits from approved claims?
We decide on claims within 3 business days. Credits for approved claims are posted to your account immediately and applied to your next due Flexport invoice(s).
What is Flexport’s policy regarding claims for damaged packaging or manufacturing defects?
Flexport has the right to request supporting documentation as needed to review the product claimed, and is not responsible for manufacturing defects or damaged packaging; only damaged products while in Flexport’s custody.
Packaging should be able to withstand the rigors of shipping and handling without requiring any special handling per our Help Center article.
I'm not able to appeal some rejected claims. Why?
Most claim rejection reason codes are appealable but some are not e.g. rejections due to manufacturer defects, mislabeling, or insufficient packaging. Please contact our Support Team with concerns on unappealable claim rejections.
My claim was initially approved and later retracted. Why?
Claim approvals may be retracted if they were:
- Approved incorrectly
- Ultimately delivered after initial approval for No Tracking Movement
- Returned to sender after initial approval for No Tracking Movement.
Retraction details will be posted to the order detail page for reference.
What if the order is covered by third party insurance?
Flexport reserves the right to deny any claim with third party insurance, including customer-funded shipping protection.
If you have additional questions about order claims or need further assistance, please contact our Support Team.