How to File a Claim
Depending on the carrier, you, your customer or the shipper ( ShipHero) should submit a claim for the following scenarios:
- Shipment arrived to customer damaged
- Tracking shows "delivered," but the customer did not receive it
- Lost package in transit
DHL & FedEx
The shipper must file a claim. Please contact fulfillment@shiphero.com or open a ticket HERE.
We will need:
- Order number
- Issue (which products were damaged)
- Value of each product
- Type of commodity
UPS
The shipper must file a claim. Please open a ticket HERE.
A claim for a damaged shipment, missing package after delivery, or lost package while in transit can be filed by the receiver via the UPS website, telephone, or e-mail. HERE.
If you receive confirmation of an approved claim, please submit a ticket with the subject "Approved UPS Claim" including:
- Tracking #
- Reference #
- Order #
USPS
You or your client can file the claim. The shipper will not file the claim.
Upon completing the claim review process, USPS will provide the decision in the Claim History section of your USPS login. If approved, USPS will forward the claim check to the address listed on the USPS account used to submit the claim.
FlavorCloud
All FlavorCloud shipment issues should be directed to support@flavorcloud.com.
Passport
shipment issues should be directed to Passport internally- open a ticket HERE.
SLA: Carrier claims updates can take up to 4 weeks, whether the claim was denied or approved.
You must submit a ticket HERE
Once we get an update from the carrier, we will reach out with the results and next steps.
Note: ShipHero fulfillment support team will not file claims for international orders and USPS orders.
