Skip to main content

Filing a Claim for a Lost or Damaged Shipment

 

 

As of 9/1/23, Shippo has migrated Insurance providers from Shipsurance to XCover. If you bought insurance prior to 9/1/23, follow the instructions below to file a claim with Shipsurance. If you purchased insurance after 9/1/23, follow the instructions for XCover.

Need to file a claim for a lost or damaged shipment? We understand this can be stressful, but we're here to help you navigate filing a claim. 

Please note, that the carrier you select to ship your package handles all physical processing and delivery of your shipments. Shippo is the label creation platform you've used to create the shipping label, but we do not physically handle packages. 

 

Note:  The shipping carrier you choose, such as USPS, FedEx, UPS, etc., is ultimately responsible for the safe delivery of your shipment. While Shippo isn't responsible for the package and delivery itself, we want to ensure you have all the information you need to file a claim.

 


Was there a problem with your shipment?

Carrier-provided insurance or purchasing additional insurance can help reduce your level of risk. Shippo provides the option to purchase additional insurance for your shipments through a third-party provider. Prior to 9/1/23, Shippo provided insurance through, Shipsurance. After 9/1/23, Shippo is now providing insurance through XCover by CoverGenuis.

 


For packages insured by XCover

  • Navigate to your Shipments page within the Shippo Web App and click on the shipment associated with the insurance purchase. 
  • Within the Shipment Detail sidebar, click on “File a Claim” 
  • Complete the claim form directly on the XCover website. 
  • Visit XCover FAQs for additional assistance

Screenshot 2023-09-24 at 6.36.08 AM.png

 

What Email Account is my Insurance Policy Connected To?

When you buy insurance through Shippo using our third-party provider XCover, the insurance policy is linked to the email address entered in the sender's shipment details during label creation. 

Sender Address Label Creation.png

All activation emails and other policy-related correspondence will be sent to this email address. If a sender email is not provided when creating the label, the policy will be connected to the email address of the Shippo account holder on record. 

What if I used different sender email addresses during label creation and therefore have multiple XCover accounts?

Merging XCover Accounts

 

If you wish to merge all XCover accounts under one email address please follow the steps below: 

Simply Contact XCover with the information below and they will be able to progress your inquiry.

  • The full name entered when you purchased your XCover Protection.
  • The email used when you purchased XCover Protection.
  • Your purchase ID (also called a Booking ID, Transaction ID, Customer Reference Number, etc.)
  • The amount that you paid for your XCover Protection.
  • The date of the purchase.
  • If you are requesting to merge multiple XCover Accounts, please supply the above information for all your purchases along with the email address you would like to use as your primary XCover Account email address to XCover for further assistance.

     


For packages without purchased insurance:

Most carriers include basic liability coverage on some service levels. For more information, please see:

If you did not purchase additional insurance through Shipsurance or Xcover, please reach out to our Product Support Team to guide you in the claims process. Depending on the carrier and/or service level, liability insurance may be included. Coverage values vary depending on carrier and/or service level.

Our product support team will be able to provide you with the necessary steps and claim eligibility if you are experiencing any issues with damage, delays, or loss.

 


Unsure if you purchased additional insurance through Shipsurance or Xcover?

You can search for the package on the Shipments Page using the tracking number. You will see "insured" below the rate if additional insurance was purchased.  

Screen_Shot_2021-04-27_at_11.13.34_AM.png

 


Carrier Claim Processes

USPS

If you feel your shipment may have been lost in transit, file a Missing Mail search with USPS directly. USPS can also be reached by phone: 1-800-275-8777

To file a claim on a lost or damaged Priority Mail shipment, shippers can file a claim for lost or damaged shipments with USPS at the links below.

If your item arrives damaged or is missing contents, you may file a claim immediately but must file no later than 60 days after the mailing date.

USPS does not offer any coverage on packages shipped via the following service levels:

  • International: First Class International

Click here to view available USPS service levels and coverage.

 

DHL Express (using Shippo’s discounted rates)

To file a claim on a lost or damaged DHL shipment, claims need to be submitted to DHL within thirty days of the shipment date. Please contact our Product Support team to initiate the process. 

Please refer to DHL Express: Filing a claim.

 

FedEx (if you purchased their insurance via the API) 

To file a claim for US domestic and international shipments that originated from the US and Canada shipments to the US, please use the FedEx online claim process.

To file a claim for international shipments originating from outside the US, contact FedEx International Customer Service at 1.800.463.3339 for assistance.

Make sure to file your claim for damaged or missing contents 60 calendar days from the shipment date for U.S. domestic packages and 21 calendar days from the shipment date for international packages. Non-delivery or mis-delivery claims must be filed within nine months of the shipment date.

 

FedEx ( if you purchased through Shippo’s Platform account) 

For lost or damaged claims, for shipments purchased through Shippo's Platform FedEx accounts only, please follow the instructions below to initiate the claims process. This process is only for labels purchased with our platform account due to contractual and security reasons.


If you need assistance in determining which account your FedEx shipment was purchased with, please contact support@goshippo.com, we are happy to assist you.

  • FedEx must receive notice of a claim within 90 days of the shipment delivery for damaged and missing contents on domestic shipments and within 21 days for international shipments. Please confirm your package is within this timeline before proceeding.
  • If additional insurance was purchased through our third-party provider, Shipsurance, refer to the section above titled “For packages insured by Shipsurance.”
  • If additional insurance was purchased through our third-party provider, XCover, refer to the section above titled “For packages insured by XCover.”
  • If a claim is approved, FedEx basic liability insurance covers up to $100 for the contents of your shipment – plus the reimbursement of postage fees.


FedEx Lost/Damaged Claims

To start your request with our Carrier Claims team, please complete the linked form below in its entirety. FedEx requires all requested information to initiate the claim successfully. 

 

Note: The FedEx Ground Economy service level has limited liability provided by FedEx that only covers the package when in the possession of FedEx. Once tendered to USPS, the liability coverage ends and the package would not be eligible for a claim if lost or damaged at that point in the transit journey. Additionally, any FGE shipments marked as delivered and not received, even if delivered by FedEx, are not eligible for liability coverage.

 

Note:  FedEx requires all requested information to initiate the claim successfully. Do not dispose of any packaging or damaged contents if FedEx requires an inspection.

Once the form has been submitted, our team will review your submission and follow up within two business days to discuss the next steps.

 

UPS (Shippo Platform Account – US & Canada)

 

Note: The UPS Ground Saver service level has limited liability provided by UPS that only covers the package when in the possession of UPS. Once tendered to USPS, the liability coverage ends and the package would not be eligible for a claim if lost or damaged at that point in the transit journey. Additionally, any UPS Ground Saver shipments marked as delivered and not received, even if delivered by UPS, are not eligible for liability coverage.

  • For lost or damaged claims, for shipments purchased through Shippo's Platform UPS accounts only, please follow the instructions below to initiate the claims process. This process is ONLY for labels purchased with our platform account due to contractual and security reasons.
  • If you need assistance in determining which account your UPS shipment was purchased with, please get in touch with support@goshippo.com.
  • UPS must receive notice of claim within 60 days of the label shipment date. Please confirm your package is within this timeline before proceeding. 
  • If additional insurance was purchased through our third-party provider, Shipsurance, refer to the section above titled “For packages insured by Shipsurance.
  • If additional insurance was purchased through our third-party provider, XCover, refer to the section above titled “For packages insured by XCover.”
  • If a claim is approved, UPS basic liability insurance covers up to $100 for the contents of your shipment – plus the reimbursement of postage fees.

 

UPS Lost/Damaged Claims

To start your request with our Carrier Claims team, please complete the linked form below. UPS requires all requested information to initiate the claim successfully.

 

Note: UPS requires all requested information to initiate the claim successfully. Do not dispose of any packaging or damaged contents if UPS requires an inspection.

Once the form has been submitted, our team will review your submission and follow up with you within two business days to discuss the next steps.

 

UPS (Personal Accounts)

To file a claim with UPS (when labels were created using your personal UPS account), please have your tracking number available and head to their online claims page.

For damaged shipments, see the UPS damaged package claims process.

For lost shipments, see the UPS lost package claims process.

 

If your label was created using Shippo's master account, please follow the instructions here.

In the app, you'll be able to see the difference between the two.

 

OnTrac (if you purchased their insurance via the API)

To file a claim for a lost or damaged shipment, please submit the Ontrac claims form to the Ontrac Claims Department:

claims@ontrac.com

OnTrac

Attn: Claims

2501 S. Price Road, Suite 201

Chandler, AZ 85286

Please submit all claims about loss or damage to any shipment in writing to OnTrac within 30 days of shipment delivery.

To request credit for a late shipment, please submit your requests in writing to OnTrac within 15 days of your invoice date. Please direct all requests for shipping credits to the Billing Department at 877.227.5139.

 

See the OnTrac FAQ for more information.

 

 


Guaranteed Service Requests

USPS

Despite the name "Priority Mail 2-Day," USPS does not guarantee the shipping time of their 2 or 3-day shipping options. They guarantee delivery for only Priority Mail Express shipments, for which you have a Money-Back Guarantee. USPS does not offer this option for their other types of shipments.

  • Click here for more details from USPS on Priority Mail delivery times.

If it is within 30 days of when your Priority Mail Express package was shipped, you may take advantage of your Priority Mail Express Money Back Guarantee. Refunds for Priority Mail Express service failures can only be requested and processed at your local Post Office.

If there is a discrepancy with the refund amount after you have completed the refund process with USPS, please contact Shippo Support so we may refund the remaining portion of your label fee.

USPS does not offer any coverage on packages shipped:

  • International: First Class International

 

DHL Express

DHL no longer offers money-back guarantees on delayed shipments.

 

UPS

If UPS did not attempt delivery by the guaranteed date and time (i.e., UPS Next Day Air was purchased, and delivery took three business days), your shipment may be eligible for a refund. 

Keep in mind: UPS does not support Saturday Delivery for shipments created via the Webapp; therefore, Next Day Air shipments tendered to UPS on a Friday will be delivered on Monday, the next business day.

UPS has changed eligibility requirements for certain service levels. For the most up-to-date service guarantees, please visit UPS Service Guarantees.

If your service level is covered, please contact support@goshippo.com within 15 calendar days of the scheduled delivery date with the tracking number. 

UPS will not honor Guaranteed Service Refunds if the package has any of the following surcharges/additional handling applied:

Please utilize UPS's time and cost calculator to confirm the expected delivery date for your recent shipment. 

FedEx (if you did not purchase their insurance via the API)

To request a billing adjustment from FedEx for a service failure, such as a delayed delivery or a damaged package, click here.

 

FedEx (if you purchased your label through Shippo’s platform account)

Unfortunately, FedEx does not offer guaranteed delivery times for FedEx Ground Economy and FedEx International Connect Plus shipments.

Typical delivery times are anywhere from 2-7 days, but not guaranteed.

 

Note:  FedEx does not honor a money-back guarantee for undeliverable or returned shipments.

Please visit this page for additional details.

FedEx provides a money-back guarantee on some service levels. To view,  the most up-to-date guarantees navigate here. To request a refund for a service failure please contact the Shippo Customer Support team. 

All requests for refund or credit of transportation charges must be received within 15 calendar days from the ship date.


Carrier Coverage

Most carriers offer basic liability insurance, which is automatically included, depending on the service level of the shipment. If your shipment value exceeds $100, we recommend purchasing additional insurance through our third-party provider, XCover. 

You can also skip purchasing insurance through Shippo for such a shipment. To help, we have listed the available insurance thresholds below:

Carrier Type Coverage Limit
DHL Express International Weight in kilograms X SDR value X 22
FedEx Domestic $100.00
FedEx International $100.00
Purolator Domestic $100.00
Purolator International $100.00
UPS Domestic $100.00
UPS International $100.00
USPS Domestic - Express Mail $100.00
USPS  International- Express Mail $200.00

 

 

 

 

Was this article helpful?

Related articles

Sorry this article wasn't helpful!

Leave feedback below to help us improve your next experience.

Why did this article not answer your question? *

Please check one or several reasons below:
Optional
Optional