Submitting claims for lost, late, or damaged shipments

If your shipment with Shopify Shipping is missing, late, or damaged, and your shipment has carrier coverage or shipping insurance, then you can start the process of submitting a claim for your shipment in the Shopify admin. The process varies, depending on the carrier that you used for shipping and whether your shipment has additional insurance through Shipsurance.

Submit a claim with the carriers supported by Shopify Shipping Support

If you ship using one of the following carriers, then you can fill out a form to submit a claim with the shipping carrier directly through Shopify Shipping Support:

• Shopify Shipping with UPS in Canada
• Shopify Shipping with UPS in the United States
• Shopify Shipping with DHL Express
• Shopify Shipping with DPD
• Shopify Shipping with Chronopost
• Shopify Shipping with Colissimo
• Shopify Shipping with Correos
• Shopify Shipping with Evri
• Shopify Shipping with FedEx by Shippo
• Shopify Shipping with Mondial Relay
• Shopify Shipping with Poste Italiane

Steps:

1. From your Shopify admin, go to Orders.
2. Click the order that you want to submit a shipping claim for.
3. In the fulfillment card for the order, click ….
4. Click File shipping claim.
5. Select the shipping carrier from the list of available options.
6. Click Next.
7. Complete the claims form and make sure to include the following information:
   • the reason for filing a claim
   • the product's description and category
   • photos of the damage to the products, the shipment packaging, and the shipping label attached to the packaging with the tracking number clearly visible
   • the claim amount
8. In the Summary section, review the information, and then click File claim.

After you submit the claim, the fulfillment card indicates that a shipping claim has been made. The timeline of your order is updated to include your Shopify Shipping Support reference ticket ID and claim amount.

Submit a claim with Shipsurance

If you have shipping insurance with Shipsurance, then you can fill out a form to submit a claim directly through your Shopify admin.

Steps:

1. From your Shopify admin, go to Orders.
2. Click the order that you want to submit a shipping claim for.
3. In the fulfillment card for the order, click ….
4. Click File shipping claim.
5. Select Shipsurance from the list of available options.
6. Click Next.
7. Complete the claims form and make sure to include the following information:
   • the claim amount
   • payout details
   • contact information
8. Select I have read and understand the disclaimer above, and then click File claim.

Submit a claim directly with the shipping carrier

If you ship using one of the following carriers, then your claim isn't tracked or stored by Shopify:

• Shopify Shipping with USPS
• Shopify Shipping with Canada Post
• Shopify Shipping with Sendle
• Third-party carrier calculated rates with Fedex by Shippo
• Third-party carrier calculated rates with UPS

Steps:

1. From your Shopify admin, go to Orders.
2. Click the order that you want to submit a shipping claim for.
3. In the fulfillment card for the order, click ….
4. Click File shipping claim.
5. After you click File shipping claim, you're provided with a link to submit a claim directly with the carrier.

Shipping insurance with Shipsurance

You need to meet the following requirements to be eligible to purchase shipping insurance through Shipsurance:

• Your shipment needs to be shipped from the United States.
• You need to buy a shipping label through Shopify Shipping.
• Your products need to comply with Shipsurance’s Terms of Service.

If you meet the following additional requirements, then up to $200 USD of shipping insurance is included on each eligible label at no cost:

• Shopify Payments must be activated on your store.
• Your store must be on the Shopify, Advanced Shopify, or Plus plan.

Learn more about shipping insurance offered through Shipsurance.