Flexport* has implemented a proactive solution to identify and replace packages lost within our network—specifically, packages that leave the warehouse but do not reach the carrier or sortation center. While such occurrences are rare, our goal is to detect lost packages quickly and provide replacements whenever possible to ensure your customers receive their orders without delay.
Important Note
At this time, Flexport does not automatically replace packages that are lost while in the possession of the carrier. Automated replacements only apply to packages that never make it to the carrier or sortation center.
Because of this, merchants will not see a claim submission option for shipments that are proactively identified and replaced under the auto-replacement policy.
For packages in carrier custody that show no movement for 7 consecutive calendar days, merchants can still manually submit a claim through the Seller Portal.
How It Works
Flexport tracks all shipped packages for transit updates. If a package has no updates from the sortation center or carrier within 5 calendar days of leaving the fulfillment center, it is flagged as lost. Once identified as lost within the network, Flexport will proactively ship a replacement package using the same tracking code.
Process Overview:
- Lost Package Detected: Flexport detects that a package has not reached the carrier within 5 days of leaving the fulfillment center.
- Replacement Package Shipped: A replacement package is shipped from the same fulfillment center as long as sufficient inventory is available. The replacement shipment uses the same tracking code as the original package.
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Merchant Notification: Merchants receive an email notification with the subject line:
"Lost Package Alert: Your [Marketplace Name] Order [Order ID] Has Lost Packages."
Unsuccessful Replacement: If Flexport cannot ship a replacement (e.g., due to stockouts at fulfillment centers), merchants will be notified via email. In this case, Flexport will reimburse when a claim is filed. You will need to manually create a duplicate order for the customer if inventory is available and you still wish to fulfill the order.
Portal Status Updates
- When a replacement package is created, you’ll see its status updated in your Seller Portal along with an event in the order history.
- If a replacement cannot be created, this status will also be reflected in your Portal.
There will also be an event in order history when the replacement package is created:
Below is the status you will see in portal when a replacement could not be created:
Opting Out of Automatic Replacements
If you prefer not to use automatic replacements for lost packages:
- Contact our Support Team to opt out of this feature.
For merchants who opt out:
- Flexport will still reimburse for lost products detected within our network.
- You’ll receive an email notification confirming reimbursement when it occurs.
Next Steps and Future Enhancements
Flexport is continuously working to improve this process and plans to implement additional features, including:
- Portal Notifications: Notifications will be added to your Seller Portal when a replacement package is shipped, providing greater visibility into order issues.
- Opt-Out Setting for Replacements: We’re exploring whether merchants need more flexibility to opt out or if automatic replacements should always remain enabled.
- Buyer Alerts on Tracking Pages: In the future, customers will be notified directly on tracking pages if their package was lost and replaced.
Have More Questions?
If you have additional questions about submitting order claims or need further assistance, please submit a request to our Support Team.