Damaged and expired units can be identified in inventory at Flexport’s warehouses. Flexport will alert the Seller right away and proactively credit the Seller on damaged units identified, and alert Seller of the expired units, to minimize disruptions to daily operations.
All Sellers with damaged and expired units identified once the item is received in inventory will be notified via email. The relevant claims information will also show up on the Felxport Portal under the Inventory tab for the specific product SKU.
Damaged units identified once in inventory will be determined as a Flexport-caused issue and the Seller will be reimbursed at 40% of the retail price or the commercial invoice price. Expired units identified once in inventory will be determined as a Seller-caused issue and no reimbursement will be issued.
In the event that the Seller believes that the damaged unit's resolution is not appropriate, they may dispute the resolution at the bottom of the damaged unit details page under “Dispute Resolution”.
If the product was determined to be hazardous, leaking, or in any other inappropriate condition at the time of identification, it will be automatically disposed of and the disposal status will reflect it. Otherwise, the unit will be automatically disposed of free of charge after 7 calendar days.
Please note that Flexport:
- Disposes of damaged units once they are reported
- This means we are not able to return or restock damaged units
- Does not provide reimbursement for products listed in our Restricted Products list
- This includes units that are expired
Questions about how Flexport handles reports of damages on an inbound shipment?
You can check out this article: What happens when a damaged unit is identified during inbound?
How will sellers be notified of damaged units?
Sellers will be notified via email and can access the Flexport Portal inventory tab under the specific product SKU for detailed claims information.
What information will be provided to the seller for the damaged and expired unit claim?
Seller will be able to see the reimbursement status, amount, the number of damaged and units, Product name, Flexport vs. Seller caused, date found, photos, etc.
When will the reimbursement credit show up on the seller’s account?
The reimbursement credit will show up on the Seller’s account within 1-2 billing cycles.
How do sellers submit for dispute?
Sellers can dispute using two different methods:
Flexport Portal Inbounds Problems Page in the claims details blade. This will automatically generate a Zendesk ticket to support, requesting a manual investigation.
Damaged unit notifications email to direct to the submit ticket page, seller will need to provide information regarding the claim and specify the investigation required.
Once the dispute is submitted, the status of the claim will be changed to “WITH Flexport”.
What if the commercial invoice seller-provided is higher than 40% of the harvested retail price?
If during the dispute, the commercial invoice provided by the seller is higher than 40% of the retail price, support will reimburse based on the commercial invoice amount.
What if the seller needs additional information on damaged units?
If additional information is required, please submit a request within 7 calendar days of the damaged unit notification. Damaged units will be disposed of automatically after 7 calendar days.