Shipping claims 101: What to do when deliveries don’t go as planned

In a perfect world, every package is delivered without a hitch. But in reality, things don’t always go as planned and packages can get lost or damaged as they make their way to shoppers. When customers receive damaged goods, satisfaction can be impacted.

In this guide, we’ll break down the types of shipping claims, how to file them, typical reasons for approval and rejection, and best practices overall. The below are general guidelines, each delivery service provider will have their own unique process for handling claims.

Research highlights just how critical delivery performance is. A Descartes study found that 67% of consumers in Europe and North America have experienced a delivery problem with their e-commerce purchases. More significantly, around 80% of EU shoppers said a poor delivery experience would prevent them from ordering with the same retailer again. While proactive communication and swift resolution – such as offering a replacement or refund – can help restore customer confidence, lost and damaged goods can still take a toll on retailers’ revenue and profit margins.

Fortunately, shipping claims provide a way to recover losses – but if not managed properly, the process can become lengthy and complex, increasing the risk of missed reimbursements. Understanding when and how to file a claim efficiently is key to minimising disruptions and avoiding unnecessary losses.

There are three types of shipping claims: lost packages, missing packages, and damaged items. Each type of claim could have different filing requirements depending on the delivery service provider. Not all shipping issues qualify for a claim, so it is important to determine whether the situation meets the carrier’s requirements before filing.

• The package is marked as delivered but the shopper hasn’t received it.
• The package enters the provider’s network but can’t be located via tracking.
• The package is delivered to the wrong address.
• The package arrives with visible damage to the packaging and the products inside.
• The package is damaged in transit and missing contents.

• The package has no scan in the network.
• The package is delivered damaged, but the packaging is not damaged.
• The package is available for pickup at a carrier facility.
• The package is delivered with proof of delivery, such as a geolocation, photo, a one-time passcode, or signature.
• The package is returned to the shipper.
• A claim is submitted after the filing deadline.

To improve your chances of a successful claim, it is important to understand your delivery service provider’s coverage, required documentation, and processing times. Although different providers may have different requirements, nearly all providers have a claim form that starts the claims process. They also require supporting evidence, such as proof of the shipment and a tracking number.

These best practices can help streamline the claims process and help prevent delays or denials.

1. Complete the claims forms: Fill out all required fields on the claim form accurately and ensure there isn’t any missing information.
2. Provide necessary documentation: Supporting documents often include the tracking number, description of the issue, shipment value, and photos of the damage for damaged parcels.
3. Share clear photos: For damaged parcels, include multiple photos showing the damaged item as well as damaged packaging from various angles. The label should be visible in the photos so the delivery service provider can confirm the photos are related to the claimed shipment. Submitting high-quality images reduce the risk of claims being rejected.
4. Monitor parcel tracking: Proactively tracking shipments allows you to address potential issues as soon as they arise and helps you gather evidence needed for a claim. Tracking tools can also help to support claims when packages are scanned into the delivery service provider’s network but lost in transit, or when tracking shows the package was delivered, but the recipient denies receipt.
5. Submit claims on time: Delivery service providers typically have a specific filing timeframe for submitting claims. For example, at Amazon Shipping, it is 28 days from the shipment creation date. Check your providers’ terms to ensure you don’t miss critical claims windows.
6. Communicate with the delivery service provider: Stay in contact with the shipping provider so you don’t miss any important correspondence. Amazon Shipping sends an email every time a claim status is updated to help you stay on top of claims. If you don’t receive a timely response from your provider, be sure to follow up.
7. Decide how to make it right for customers: You could choose to refund or replace lost or damaged packages right away, even before claims have been processed, or wait until it has been completed.

In e-commerce, every package matters. At Amazon Shipping, we understand how crucial it is to keep shipments safe and ensure your customers receive their orders as expected. However, we also know that sometimes things go wrong. When issues arise, we want to make the claims process is as straightforward as possible, so you can stay focused on growing your business. That’s why we’ve designed our claims process to be fast, efficient, and transparent.

Our shipper account management tool, Shipper Central, ensures that most claims are resolved within 24 hours, giving you peace of mind and minimising disruption to your business. Once your claim is submitted, you can easily track its progress through the claims centre in Shipper Central.

To learn more about how Amazon Shipping can help you deliver the service your customers expect, contact us today.