Tracking & Returns

Filing shipping claims

How to file damage, loss, or missing item claims with carriers.

When to file a claim

File a claim when a package is: Lost: Not delivered and tracking shows no updates for 7+ days (USPS) or shows "lost" (UPS/FedEx). Damaged: Contents arrived broken, crushed, or water-damaged. Missing contents: Package delivered but items are missing from inside.

How to file a claim

Go to Admin → Claims and click New Claim. Select the shipment, choose the claim type (lost, damaged, or missing contents), describe the issue, and enter the claimed value. For damage claims, upload photos of the damaged item and packaging. ShipWave submits the claim to the carrier through the EasyPost API.

Claim timelines

USPS: Claims can be filed 7–60 days after mailing (15 days for Priority Mail Express). Resolution typically takes 5–30 business days. UPS: Claims must be filed within 60 days of delivery (or expected delivery for lost packages). Resolution typically takes 8–15 business days. FedEx: Claims must be filed within 60 days. Resolution typically takes 5–25 business days. DHL: Claims should be filed within 30 days. Resolution varies by country.

Claim payouts

If approved, the carrier pays the declared value of the contents up to the coverage limit. USPS Priority Mail includes $100 of insurance. USPS Priority Mail Express includes $200. UPS and FedEx include $100 for most services. If you purchased additional insurance through ShipWave, the coverage limit is whatever amount you selected (up to $10,000).

FAQs

Does ShipWave automatically detect lost packages?
ShipWave monitors tracking events and can flag potential lost packages (no tracking updates for an extended period). Auto-claim creation is available for shipments that meet certain criteria, reducing manual work.
What documentation do I need for a damage claim?
You need photos of the damaged item, photos of the packaging (showing the shipping label), a description of the damage, and the value of the damaged items. Keep the original packaging until the claim is resolved.
How long does a claim payout take?
After the carrier approves the claim, payouts typically arrive within 10-15 business days. Payouts are issued to ShipWave and then credited to your account balance or original payment method.

More in Tracking & Returns

  • Tracking shipments

    Monitor your shipments and set up branded tracking pages for your customers.

  • Handling returns

    Set up a self-service return portal and manage return requests.

Back to Help Center