How do I file a claim for a lost or damaged package?

To file a claim for a lost or damaged package with ShipNetwork, clients can use our streamlined claims process available through the ShipNetwork support portal. This process is designed to make it easy for eCommerce businesses to resolve issues quickly and protect their bottom line when unexpected shipping problems occur.

Claims are accepted for Xparcel shipments, excluding UPS SurePost. If a package is confirmed lost or arrives damaged, you can begin the claims process by logging into your ShipNetwork dashboard or contacting your account manager. From there, you will be guided through the required steps, which include submitting basic shipment details, proof of damage if applicable, and any supporting documentation.

Our claims team will review the submission and work directly with the appropriate carrier to process the claim. We handle the communication and follow-up, so you can stay focused on your business while we manage the resolution. Most claims are processed within a typical window of 10 to 15 business days, depending on the carrier and the nature of the issue.

Throughout the claims process, clients receive updates on the claim status and can track progress through our support system. If additional information is needed, our team will reach out promptly to keep things moving forward without unnecessary delays.

ShipNetwork's goal is to ensure that any shipment issues are resolved as efficiently as possible and that your customers continue to receive a high level of service, even when exceptions occur.