How long does it take to resolve a shipping claim?

Shipping claims submitted through ShipNetwork are typically resolved within 10 to 15 business days, though exact timelines can vary based on the carrier involved and the complexity of the issue. Our fulfillment team works closely with both the client and the final-mile carrier to gather the necessary documentation, verify shipment data, and accelerate the investigation and resolution process.

Once a claim is submitted—whether for a lost, stolen, or damaged package—it enters a structured workflow managed through ShipNetwork’s support ticketing system. Each case is assigned a priority level and routed to a claims specialist who coordinates communication between ShipNetwork’s internal teams and external carrier partners like UPS, DHL, USPS, or regional couriers. Carriers often require supporting evidence such as tracking logs, customer confirmations, packaging photos, or delivery timestamps before authorizing a settlement.

ShipNetwork’s claims team initiates follow-ups with the carrier at set intervals to avoid delays. In the case of high-priority claims—such as those involving high-value products, recurring delivery failures, or seasonal urgency—our team can escalate inquiries to expedite investigation. Throughout this period, clients can monitor the claim’s progress in real time through our support portal, which includes ticket history, status updates, and resolution timelines.

It's important to note that the resolution timeline can depend on:

• The type of claim (e.g., lost package vs. damaged item)
• The carrier’s internal policies and evidence requirements
• The availability of documentation, such as proof of value, photos, or delivery verification

If the claim is approved, ShipNetwork facilitates the reimbursement or replacement process based on the agreed terms outlined in your service-level agreement (SLA). If the claim is denied, we provide a full explanation and, when possible, assist in appealing the outcome or identifying preventative strategies to reduce future risk.

Our goal is not only to resolve shipping claims efficiently, but also to ensure that the experience is transparent, consistent, and fair. ShipNetwork’s proactive claims management helps eCommerce brands protect their customer relationships while minimizing operational friction during post-purchase support.

With clearly defined expectations, regular updates, and expert follow-through, ShipNetwork makes the shipping claims process as smooth and stress-free as possible for our clients.