File a Claim for Lost or Damaged Orders

If you need to file a claim for a lost or damaged order, please create a ticket using our Delivery Issue Form. A sample image of the form is shown below. After completing the form, we will perform a mail look-up or file a claim, whichever is applicable. If a mail look-up is performed, we will follow up with you via the ticket once we hear back from the carrier. 

If a claim is filed, we will place the tag SP-ClaimFiled on the order in Packiyo. Once we hear back from the carrier, if the claim is approved, we will add the tag SP-ClaimApproved and send a reimbursement request to the billing team. From there, once we receive payment from the carrier, you will be reimbursed via the next invoice. If the claim is denied by the carrier, we will add the tag SP-ClaimDenied to the order. 

To filter these tags in Packiyo, please review our Search & Filter knowledge article. If you are unable to locate the tag, please check our knowledge article on where to locate order tags in the Order Details Page.

Claim Requirements Articles by Carrier

• DHL Claims Information
• UPS Claims Information
• FedEx Claims Information

Delivery Issues Form Sample