Submitting shipping claims with Shopify Fulfillment Network

If one of your shipments arrives late, damaged, or missing items, or is lost in transit, then you can submit a claim to be reimbursed for the insured cost of the package.

If your package is shipped by SFN using USPS, UPS, DHL and Canada Post, then SFN can submit a claim for you. After you make a shipping claim request from the Overview tab in your Shopify Fulfillment Network (SFN) app, the Shipping Specialist team will respond as soon as possible with an email about your next steps. After your claim is submitted to the shipping carrier, it takes between 10-15 days for your claim to be processed.

If your shipment wasn't scanned or properly accepted by the shipping carrier, then contact sfn-help@shopify.com.

If you purchase your label through Shopify Shipping with insurance, then you can file a shipping insurance claim in your Shopify admin.

Eligibility for submitting shipping claims

If you want SFN to submit a shipping claim, then your package must meet the following requirements:

  • your package is labelled and shipped by SFN
  • the shipping carrier is USPS, UPS, DHL or Canada Post
  • your claim is submitted within the timeframe specified by the carrier
  • your package is eligible for submitting a claim by the carrier

If the claim is for a damaged shipment, then the package might require an inspection. The customer should keep the product and all original packaging until instructed about their next steps. The carrier might require the customer to do one of the following:

  • have the item inspected at a local post office
  • have the item inspected at the customer’s residence by the carrier driver
  • supply photographs of the damaged shipment to the carrier

USPS

For USPS claims, review the following information to determine whether your package is eligible:

  • If you ship using USPS Priority Mail, then you can claim a maximum of $100 for a lost product.
  • USPS First Class and First Class International labels don't include insurance, and don’t accept shipment claims.
  • All USPS claims must be made within 60 days of the mailing date.
  • If your claim is for a lost shipment, then you must submit the claim after the following timeframes:

    • USPS Priority Express requires 7 days after the mailing date
    • all other USPS services requires 15 days after the mailing date

Learn more about submitting claims for USPS.

UPS

For UPS claims, review the following information to determine whether your package is eligible:

  • UPS service guarantee claims must be made within 15 days from the scheduled delivery date.
  • UPS damage and lost claims on shipments must be made as soon as possible after discovery of the damage and no later than 60 days after the date of delivery.
  • If your claim is for a lost shipment, then you must wait 24 hours after the expected delivery date before you submit the claim.
  • UPS has a maximum insurance coverage of $100 for a lost product.

Learn more about submitting claims for UPS.

DHL

DHL is separated into the following two services:

  • eCommerce for domestic shipments in the United States
  • Express for international shipments

Both services use the same insurance coverage calculation for determining reimbursement but have different requirements for submitting claims.

DHL eCommerce

For DHL eCommerce claims, review the following information to determine whether your package is eligible:

  • DHL eCommerce claims must be made within 90 days from the date that DHL originally accepted the shipment.
  • Lost claims can be made 21 days after the shipping date, and are accepted before then.
  • If the tracking history shows the package marked as delivered, then lost claims aren't accepted.
  • DHL eCommerce shipments aren't eligible for late claims, because this service doesn't have a delivery timeframe guarantee.

Learn more about submitting claims for DHL eCommerce.

DHL Express

For DHL eCommerce claims, review the following information to determine whether your package is eligible:

  • DHL Express claims must be made within 30 days from the date that DHL originally accepted the shipment.
  • DHL Express shipments aren't eligible for late claims, because this service doesn't have a delivery timeframe guarantee.
  • Claims must be submitted as soon as damage or loss has been discovered.

Learn more about submitting claims for DHL Express.

Canada Post

For Canada Post claims, review the following information to determine whether your package is eligible:

  • The parcel must be sent through one of the following trackable services with insurance coverage:

    • Priority™
    • Xpresspost™
    • Expedited Parcel™
    • Regular Parcel
  • Canada Post claims must be made within 90 days from the date that the package is shipped.

Learn more about making Canada Post claims for damages or claims for late packages.

Information required for submitting claims

When you submit your claims to the Shipping Specialist team, your claim request form must contain all of the following information:

  • a link to the order
  • the shipment's tracking number
  • a summary of the issue
  • the first and last name of the customer
  • the customer's phone number, especially for UPS and Canada Post claims
  • a list of the products and their SKUs in the shipment
  • the total product cost in the shipment

If the claim is for a damaged shipment, then you must also provide the following information in the claim request:

  • a description of the original packaging
  • if the carrier requests an inspection, then make sure that the package is available for pickup
  • customer photographs of the outside of the package, including packaging materials
  • customer photographs of the inside of the package

Submitting a claim request to SFN

If you meet the requirements and have collected the required information, then you can submit a claim to SFN.

Steps:

  1. From your Shopify admin, go to Apps, and then click Shopify Fulfillment Network.
  2. In the Resources and support section, click Create a support request.
  3. On the Shopify Help Center page for SFN, click Log in.
  4. Enter the log in information for your store, and then click Log in.
  5. Optional: If you have multiple stores, then select the store that has the shipment that you want to submit a claim for.
  6. In the email form’s Support issue section, select the type of claim that you want to submit.
  7. Depending on the shipping carrier and the reason for your claim, enter all the required information and photographs.
  8. Click Send.

Results of your claim

The Shipping Specialist team emails you the result of the claim. If your claim is successful, then the credit is applied to your Shopify account. If you're the account owner, then you can access the credit in your Shopify admin by going to Settings > Billing and clicking the applicable invoice.

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