Damaged units can occasionally be identified during the inbound process at Flexport’s* Forwarding Centers (crossdock) or warehouses. These damages may occur due to issues with the seller’s carrier (if shipped on the seller’s rate), during transit to Flexport, or within Flexport itself. Regardless of the cause, Flexport strives to minimize disruptions by promptly notifying sellers and addressing damages caused by Flexport in alignment with the Terms of Service
How Damaged Units Are Handled
Notification and Claims Information
- Sellers will be notified via email when damaged units (excluding expired units) are identified during the inbound receiving process.
- Detailed claims information will appear in the Inbound Problems section of the Seller Portal.
Determining Responsibility
Flexport assesses the cause of damage based on:
- The condition of the damaged unit and shipping container.
- The shipping method (Flexport's rate or Seller's rate).
- The distribution method (forwarding or direct).
For more details on how responsibility is determined, see the FAQ section below.
Resolutions for Damaged Units
1. Damages Caused by Flexport
If Flexport is responsible for the damage, reimbursement will be provided in line with the Terms of Service. Credits will appear on your account within 1–2 billing cycles.
2. Damages Caused by Seller’s Carrier
If damages are caused by the seller’s carrier:
- Sellers are encouraged to file a claim directly with their carrier.
- No reimbursement will be issued by Flexport in this case.
If you believe further investigation is required, please contact Flexport Support within 7 calendar days of notification.
3. Hazardous or Inappropriate Conditions
Units identified as hazardous, leaking, or otherwise inappropriate will be automatically disposed of, and this status will be reflected in your Portal.
4. Automatic Disposal
All other damaged units will be automatically disposed of free of charge after 7 calendar days unless further action is taken.
If the Seller believes that the damaged unit's resolution is inappropriate, they may dispute the resolution at the bottom of the damaged unit details page under “Dispute Resolution.”
FAQs
Which sellers are eligible for proactive damaged unit reimbursement?
All sellers with damaged units (excluding expired units) identified during inbound receiving at crossdock or warehouses are eligible for proactive reimbursement if Flexport is determined to be responsible.
Which damaged unit claims are eligible for proactive damaged unit reimbursement?
Eligible claims include:
- Damaged units caused by Flexport during inbound receiving.
Note: Claims for damages caused by the seller’s carrier are not eligible for proactive reimbursement but can be disputed if needed.
Which damaged unit claims are not eligible for proactive reimbursement?
The following claims are not eligible:
- Damages caused by the seller’s carrier.
- Expired units identified during receiving
- Restricted Products
For these cases, claims will be manually processed by Support, and sellers will receive an email with next steps.
How does Flexport determine responsibility for damaged units?
Responsibility is determined based on:
- The condition of the shipping container and unit.
- Shipping method (Flexport's rate vs. Seller's rate).
- Distribution method (forwarding vs. direct).
For Crossdock Receiving:
- Shipped on Flexport’s rate → Flexport caused.
-
Shipped on Seller’s rate:
- Container undamaged → Flexport caused.
- Container damaged → Seller’s carrier caused.
For Warehouse Receiving:
- Shipped via forwarding → Flexport caused.
-
Shipped via direct:
- Container undamaged → Flexport caused.
- Shipped on Seller’s rate and container damaged → Seller’s carrier caused.
- Shipped on Flexport’s rate and container damaged → Flexport caused.
How will sellers be notified of damaged units?
Sellers will receive an email notification and can view detailed claims information in the Portal under the Inbound Problems section.
What information is provided for damaged unit claims?
Claims details include:
- Reimbursement status and amount.
- Number of damaged units and product name.
- Shipping plan and PO#.
- Photos of damage and cause determination (Flexport vs. Seller's carrier).
When will the reimbursement credits appear on my account?
Credits for approved claims will appear within 1–2 billing cycles.
How do sellers submit for dispute?
Sellers can dispute a resolution using one of two methods:
- Through the Portal’s Inbound Problems Page under claim details, which generates a Zendesk ticket for manual investigation.
- Via email notifications, linking directly to the ticket submission page where sellers can provide additional details.
Once submitted, the claim status will update to “WITH Flexport.”
For outbound DTC order claims, customers can submit an Appeal directly through the Seller Portal within 30 days of the decision:
What if my commercial invoice differs from 40% of retail value?
Reimbursements follow the Terms of Service, which consider either the commercial invoice or 40% of retail value—whichever is lower.
What happens if additional information is needed?
Requests for additional information must be submitted within 7 calendar days of notification. After this period, damaged units are automatically disposed of.
What if there is cosmetic damage to packaging but not to the product?
Flexport does not reimburse for cosmetic packaging damage unless it affects sellability due to inadequate packaging preparation (e.g., fragile custom packaging not overboxed). For more details, review our Preparing Your Product for Fulfillment Center article.
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.