How Do I File A Claim for a Lost or Damaged Package?

Updated by Brent Goad

When a package has been damaged in transit, lost, or missing items and a trace is unsuccessful, we will file a claim on your behalf. To submit a claim for a damaged or lost package, or a package simply open a ticket in our support portal (TeamSupport) or send an email to support@redstagfulfillment.com.  One of Red Stag’s support team members will file the claim on your behalf. Once notified by the carrier that the claim has been approved or denied the ticket will be updated.  If it has been approved, the amount will be noted in the ticket and you will receive credit for that on your next fulfillment invoice.

When creating each respective claim request be sure to include:

  • In the Title:
    • Order or tracking number and reason for the claim
    • Ex: Damage claim for 123456789)
  •  In the Body:
    • Reason for the claim
    • Specify which items/SKUs/tracking numbers were damaged
    • Attach an Invoice to show proof of value to the carrier
    • If Damaged, please provide photos of the packaging, the label on the package, and items that are damaged/broken. (UPS requires specific photos to process a damage claim. "Please see "Supporting Documents">"UPS Damage Claims" below for more information)

Example:

"Hi Team,

We have received feedback from the customer that (SKU name) in order (order number) under tracking number (tracking number) arrived damaged. Please file a claim with the carrier for the damages. Attached are the images provided by the customer and an invoice."

Things to keep in mind:
  1. Claim Payout Limits (per package)

FedEx:

FedEx only refunds claims up to $100 unless the "declared value" option is applied. FedEx applies a fee of $3.90 for shipments valued between $100.01–$300 and a fee of $1.30 per $100 of declared value for shipments valued in excess of $300 if this option is applied. See page 107 in the 2023 FedEx Service Guide: https://www.fedex.com/content/dam/fedex/us-united-states/services/Service_Guide_2023.pdf

 UPS

UPS only refunds claims up to $100 unless the "declared value" option is applied. UPS applies a fee of $3.90 for shipments valued between $100.01–$300 and a fee of $1.30 per $100 (or portion of $100.00) of declared value for shipments valued in excess of $300 if this option is applied. Please see page 121 of the 2023 UPS Service Guide: https://www.ups.com/assets/resources/webcontent/en_US/daily_rates.pdf

USPS

USPS only refunds up to $100 unless third-party insurance is purchased on the package.

Keep in mind, "declared value" is not the same as insurance or an invoice and only pays out if a claim is approved. FedEx and UPS do not offer insurance, and that has to be purchased through a third party.
  1. Stolen Items

FedEx, UPS, and USPS do not hold themselves liable for theft after it is out of their care i.e. after it has been dropped off at its destination address. Once a package has been successfully delivered, they have fulfilled all of their obligations.

  1. Supporting Documents

Carrier proof of delivery shows address matches the destination address.

In cases where the carrier's records show the package was delivered to the correct address, we will be happy to submit a claim to the carrier if you wish, but please be advised that if the customer has no proof that this was misdelivered (such as camera footage) the carrier is not likely to approve the claim.

UPS Damage Claims

UPS may come and physically inspect the damage at the customer's location, so assuming the package doesn't contain a perishable item that is unsanitary to keep, we would advise you to encourage your customer to keep the item and packaging until the claim has been resolved.

Also, UPS requires specific photos to process a damage claim. Without these, the claim is likely to be denied.

These photos are:

  • A photo showing the damaged item and how it was packaged inside the box
  • A photo of the damaged item
  • A photo of the packaging material used
  • A close-up photo of the shipping label with tracking number (generally starts with 1Z)
  • A close-up photo of the box manufacturer’s certificate (round stamp on outside of box)
  • Two photos showing all six sides of the package (one showing top and two sides, another showing bottom and opposite sides)
  • Dimensions of the box, including the package height, length, and width will also be needed.

USPS Claim Invoice Requirements

USPS will accept the following payment documents when filing a claim:

  • A Dated Sales Receipt
  • Paid Invoice
  • Credit Card Statement
  • A Statement of Value From a Reputable Dealer
  • Proof of Completed Internet Payment Transaction

The document must include the following information:

  • Purchaser and Seller
  • Price Paid
  • Date of Transaction
  • Description of Item Purchased
  • Assurance That the Transaction Status Is Completed.
  1. Timeframe to file a claim

FedEx

FedEx allows 60 days from the ship date to file a claim on damaged or missing items, and 9 months to file claims on lost packages.

UPS

UPS allows 60 days from the ship date to file all claims.

USPS

USPS allows 60 days from the ship date to file all claims.

If you have any questions, please reach out to our team at support@redstagfulfillment.com.

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