FAQs
Customer Support & Claims

What’s the process for filing a shipping claim?

August 5, 2025
ANSWER TO QUESTION

Filing a shipping claim with ShipNetwork is a straightforward and client-friendly process, designed to ensure timely resolution for lost, damaged, or stolen packages. As a trusted eCommerce fulfillment partner, ShipNetwork makes it easy for clients to initiate claims directly through our secure support portal while our team handles the complexity of carrier communications behind the scenes.

To start the claim process, clients simply log into the ShipNetwork support portal and submit a new ticket categorized as a “Shipping Claim.” The form guides users through the necessary steps, prompting for key information such as:

  • Order number or shipment ID
  • Carrier used (e.g., USPS, UPS, DHL)
  • Date of shipment
  • Nature of the claim (lost, damaged, stolen)
  • Description of the issue
  • Supporting documentation (photos, proof of value, or customer correspondence)

For damaged goods, we recommend submitting clear images of the product, packaging, and shipping label to help validate the condition upon arrival. For lost packages, shipment tracking history and delivery confirmation data are required. If a package is marked as delivered but the customer claims non-receipt, we may request a signed affidavit or additional verification.

Once submitted, the claim is reviewed by a ShipNetwork claims specialist who verifies the documentation, confirms shipment details, and contacts the final-mile carrier to initiate an investigation. Throughout this process, ShipNetwork handles all direct communication with the carrier, eliminating the need for clients to chase updates or coordinate responses.

Each claim is assigned a unique tracking number and status, which clients can view in real time via their support dashboard. Status updates (e.g., Under Review, Escalated, Carrier Response Received, Resolved) are posted regularly to maintain transparency and minimize uncertainty.

The average turnaround time for a claim resolution is 10–15 business days, though complex cases or high-value shipments may take longer depending on the carrier’s internal process. Once resolved, the outcome whether approval or denial is communicated directly to the client, along with any reimbursement details or next steps.

By streamlining the shipping claim process, ShipNetwork empowers eCommerce brands to handle post-shipping issues with confidence. Our proactive, hands-on support ensures that claim submissions are thorough, timely, and aligned with each carrier’s requirements.

In short, ShipNetwork takes the stress out of filing shipping claims allowing you to stay focused on scaling your business while we handle the logistics.

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