Roadcase guide
How to file a lost or damaged package claim with USPS, UPS and FedEx
When a Shopify order is lost or arrives damaged: what to gather, where to file with USPS, UPS and FedEx, and how to keep claims from slipping through the cracks.
Short answer: As the shipper, you file the claim with the carrier (or with your shipping insurance provider, if you bought insurance through your label app). Gather the tracking number, proof of what the item was worth, and photos of any damage and the packaging, then file on the carrier's claim page before its deadline and follow it until it's paid.
What to gather first
- The tracking number and the ship date.
- Proof of value: your cost or the sale price, from an invoice or the order.
- For damage: photos of the item, the box inside and out, and the packing materials. Keep the box until the claim is settled; carriers may ask to inspect it.
- For loss: the tracking history showing it stopped moving, and any missing package search you already opened.
Where to file
| Carrier | Where | Good to know |
|---|---|---|
| USPS | usps.com claims | For a missing package, USPS may ask you to run a missing mail search first |
| UPS | ups.com file a claim | Coverage depends on the declared value on the label |
| FedEx | fedex.com claims | Coverage depends on the declared value on the label |
| DHL | DHL customer service | Start with customer service for the right process for your service |
Each carrier sets its own filing window and coverage rules, and they differ by service. Check the window when the problem shows up, not when you get around to it.
Keep claims from slipping
- Log every claim with the order number, carrier, amount, date filed and status.
- Set a reminder to check each open claim weekly.
- Reconcile payouts against your log, so a paid claim doesn't go unnoticed and an unpaid one doesn't get forgotten.
- Look for patterns: one route, one carrier or one box size that keeps causing claims is a problem worth fixing upstream.