Beginning for shipping plans created after 01/31/2021, Flexport will investigate inbound receiving discrepancies only for tickets created within 3 months of the product first arriving at the Flexport network.
Unfortunately, inbound shipments can be lost, stuck in transit, damaged, or delivered to the wrong address due to carrier error. If this has happened to one of your shipments, this article will point you in the right direction.
Did your inbound shipment arrive damaged?
Our fulfillment center or Forwarding hub will report the damage, and the details will appear in the Flexport portal. You can read more about the process: What happens when a damaged unit is identified during inbound?
Is your shipment lost, stuck in transit (over 7 days with no movement), or delivered to the wrong address due to carrier error?
- If you used Flexport’s rates, you would want to reach out to our support team.
Our support team will review, and if the shipment is determined to be lost by the carrier, we’ll request an invoice showing the commercial value (cost of goods purchased or produced) for the units. Flexport will default to 40% of retail value if an invoice is unavailable. We’ll then file a claim on your behalf.*
- If you used your own personal rates, you would need to contact the carrier used to deliver your shipment and file a claim with them directly.
Is your shipment delivered to our partner fulfillment centers, but units are “missing,” “lost,” or have unaccounted receives?
Please review this article here: I have discrepancies with my inventory and/or inbound shipment.
*Please note that Flexport does not cover shipping costs, duties, taxes, customs fees, or units under our Restricted Products list.
If our rates are used, we will ask for verification that the shipment was handed to a carrier with either the tracking showing an initial scan, receipt if dropped off at a location, or signed confirmation that the shipment was picked up before we provide any reimbursements.