Damaged units can be identified during the inbound process at Flexport’s Forwarding Centers (crossdock) and warehouses. These damages can be caused due to Seller carrier issues (if shipped on seller’s rate), during transit to Flexport, and/or within Flexport. Regardless of the reason for the damages, Flexport will alert the Seller right away and proactively credit the Seller on any Flexport-caused damages to minimize disruptions to daily operations.
All sellers with damaged units (not expired units) identified during the inbound receiving process at the crossdock and FCs will be notified via email. The relevant claims information will appear on the Flexport Portal under the Inbound Problems section.
Flexport will determine whether the damaged unit is caused by Flexport or Seller’s carrier based on the state of the damaged unit and shipping container, the shipping method (Flexport’s rate or Seller’s rate), and the distribution method (forwarding or direct). For a detailed explanation of how this is determined, please see the section below [Insert link to question below].
There are three possible resolutions for damaged units identified during receiving:
- The damaged units are caused by Flexport, and Flexport was able to proactively reimburse with 40% of the retail price. The reimbursement will show up as a credit in 1-2 billing cycles.
- The damaged units are caused by Flexport, but Flexport was not able to find the retail price. The seller will be able to view the detailed damages information in the Flexport Portal. Flexport support will reach out to request a commercial invoice and issue a credit.
- The damaged units are caused by the Seller’s carrier. It is recommended that sellers reach out to their carriers to file a claim. No reimbursement will be issued in this case. If the Seller believes that this requires further investigation, please reach out to Flexport within 7 days of notification.
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.”
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.
FAQ
Which sellers are eligible for proactive damaged unit reimbursement?
All sellers with damaged units (not expired units) identified during the inbound receiving process at the crossdock, and FCs will be notified via email and have the relevant claims information show up on the Flexport Portal under the Inbound Problems page section.
Which damaged unit claims are eligible for proactive damaged unit reimbursement?
Damaged units (not expired units) were identified during the receiving process at the crossdock, and FCs are eligible for proactive damaged unit reimbursement.
There are three possible scenarios for these eligible damaged unit claims:
- The damaged units were caused by Flexport, and Flexport was able to proactive reimburse 40% of the retail price. The reimbursement will show up as a credit in 1-2 billing cycles.
- The damaged units are caused by Flexport, but Flexport was not able to find the retail price. The seller will be able to view the detailed damages information, and Flexport support will reach out to request a commercial invoice and credit based on it.
- The damaged units are caused by the Seller’s carrier, and sellers are recommended to reach out to their carrier to file claims. No reimbursement will be issued in this case. If the Seller believes that this requires further investigation, please reach out to Flexport within 7 days of notification.
Which damaged unit claims are not eligible for proactive reimbursement?
Damaged units that are not eligible for proactive reimbursement:
- Flexport caused damaged units without retail price harvested identified during receiving
- Receiving expired units
- Restricted products
For damaged unit claims that are not eligible for proactive reimbursement, how will they be processed?
Damaged unit claims that are not eligible for proactive reimbursement will be manually processed by support. Seller will receive an email notification from Flexport Support advising on the next steps.
How does Flexport determine if a damaged unit claim is Flexport caused or Seller caused?
Flexport will determine whether the damaged unit is caused by Flexport or Seller’s carrier based on the state of the damaged unit and shipping container, the shipping method (Flexport’s rate or Seller’s rate), and the distribution method (forwarding or direct).
For damaged units identified at Crossdock during receiving:
- If shipped on Flexport’s rate → Flexport caused
- If shipped on Seller’s rate, and
- The shipping container is not damaged → Flexport caused
- The shipping container is damaged → Seller's carrier caused
For damaged units identified at FCs during receiving:
- If shipped via forwarding → Flexport caused
- If shipped via direct and
- The shipping container is not damaged → Flexport caused
- Shipped on Seller’s rate and the shipping container is damaged → Seller carrier caused
- Shipped on Flexport’s rate and the shipping container is damaged → Flexport caused
How will sellers be notified of damaged units?
Sellers will be notified via email and can access a list of inbound receiving damaged unit claims on Flexport Portal’s Inbound Problems page.
What information will be provided to the seller for the damaged unit claim?
Seller will be able to see the reimbursement status, amount, the number of damaged units, shipping plan, PO#, Product name, Flexport vs. Seller carrier 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 damaged unit notification. Damaged units will be disposed of automatically after 7 calendar days.