Filing Carrier Claims with Simple Fulfillment

When shipping issues happen, we're here to help you navigate the carrier claims process. While we can't control what happens once packages leave our facility, we'll work with you to file claims when things go wrong.

This guide outlines the requirements and process for different types of carrier claims we can assist with. Please review this information before submitting a claim request so we can help you as efficiently as possible.


Important Notes

  • All of the below requirements must be met when filing a claim. Without the required documentation, Simple Fulfillment will not be able to file your claim.
  • We will only file claims for orders disputed within 30 days after the label creation date (note: some carriers like UPS, FedEx, and USPS may have stricter deadlines).
  • These claims will be subject to validation from our team and the request to file a carrier claim could be rejected based on carrier requirements.
  • While we handle the claims process for you, resolution times vary by carrier and are outside of our control.


What We Need to Help You

To request a carrier claim, email team@simplefulfillment.com with the subject line "Carrier Claim Request" and include the documentation listed below. Don't worry if you're missing something - we can work with you to get what's needed.

Required Information for All Claims

  1. Order Number
  2. Tracking Number
  3. Invoice or receipt showing the cost of the products for the claim
  4. Type-specific documentation (see below)


Types of Claims

Orders Damaged in Transit

If an order arrives damaged and you can provide sufficient proof, we'll file a claim with the carrier on your behalf and work to get you reimbursed.

What we'll need from you:

  • Photos of the damaged product(s)
  • Photos of the shipping box (exterior and interior)
  • Photos of the shipping label
  • Photos of any inner packaging materials

We recommend responding directly to your customer with a solution while we handle the claim process. If you choose to re-ship the order, keep in mind that we can't cover those shipping costs (unless the issue was our fault), but you can use claim funds toward replacement costs if the claim is successful.

Orders Lost in Transit

Sometimes an order will ship, but the tracking shows it is stuck in "pre-shipment" status or has no movement for an extended period. This occasionally happens due to carriers missing scans.

Timeline: If an order has been stuck with no tracking movement for 15+ days, we'll treat it as lost in transit and can help you file a claim.

What we'll need:

  • Confirmation from the carrier confirming the lost package, OR
  • If 15+ days have passed since label creation with no tracking movement, we can proceed without carrier confirmation

Like damaged orders, Simple Fulfillment will file a claim with the carrier on your behalf and credit your account for the amount approved by the carrier.

Orders Delivered but Lost/Stolen

We handle these situations on a case-by-case basis and will work with you to determine the best approach within carrier requirements.

What your customer should try first: If tracking shows "Delivered" but they can't find their package, have them:

  1. Verify that the shipping address provided is correct
  2. Conduct a thorough search around the delivery location, including alternate delivery spots
  3. Check mailbox or designated mail storage areas
  4. Ask other household members if anyone accepted the package

Required Documentation:

  • Photos and/or video evidence supporting the claim that the package was not successfully delivered
  • Any proof from the customer showing the carrier's delivery confirmation does not match their address/location

Note: Simple Fulfillment cannot be held responsible for stolen items after successful delivery by the carrier.

Orders Delivered to Wrong Address

If your customer reports non-receipt but tracking shows delivery, this is generally considered proof of delivery by the carrier. However, we can assist with filing a claim if there's clear evidence of misdelivery.

A claim applies when:

  • Tracking information displays an address that differs from the customer's address on the label
  • Tracking shows a photo of proof of delivery that does not match your customer's property

A claim does not apply when:

  • Tracking shows delivery to the correct address without a photo
  • Tracking shows a photo that matches your customer's property

Required Documentation:

  • Photo of your customer's front door/property for comparison
  • Screenshots of carrier tracking showing incorrect delivery location


Claim Submission Window

You have 30 calendar days after the label creation date to submit claims for damaged, lost in transit, and delivered but lost orders. Note that UPS, FedEx, and USPS may have stricter internal deadlines, so we recommend submitting claims as soon as possible.


Carrier Information & Restrictions

Simple Fulfillment primarily ships via UPS and USPS, with occasional use of FedEx. We will file claims with any of these carriers on your behalf.

Important Insurance Requirements

UPS SurePost and UPS Mail Innovations: These services require insurance to be purchased for Simple Fulfillment to file claims on your behalf. Without insurance, we cannot submit claims for these shipping methods.

USPS: For most USPS shipping methods, insurance is required for us to file claims. Without insurance, you or your customer would need to file the claim directly with USPS.

Standard UPS Ground/Air and FedEx: These services allow claims to be filed without additional insurance.

Insurance Options

We offer shipping insurance through our warehouse management system. While most clients don't opt for additional insurance, it provides essential protection for certain shipping methods and high-value shipments. Contact our team for more information about insurance options and which shipping methods require it.

Estimated Resolution Timelines

Please note these are estimates only, and actual resolution times may vary:

  • UPS: 30-60 calendar days
  • FedEx: 15-30 calendar days
  • USPS: 30-60 calendar days

We will contact you once your claim has been approved or denied by the carrier.


What Happens When a Claim is Filed

  1. Our team reviews your submitted documentation
  2. If complete, we file the claim with the appropriate carrier
  3. You receive confirmation that the claim has been submitted
  4. We monitor the claim status with the carrier
  5. Once resolved, we notify you of the outcome and credit your account if approved


Frequently Asked Questions

Can I get reimbursed for a replacement order I sent? We can't cover re-shipment costs unless the issue was our fault, but if your claim is successful, you can use those funds toward replacement costs.

Can I appeal a denied claim? Unfortunately, if a carrier denies a claim, we usually can't resubmit it. But feel free to reach out - we're happy to discuss your specific situation.

Will you keep me updated during the claims process? Honestly, the claims process with carriers can be lengthy and sometimes unpredictable. We'll definitely reach out once we have a final answer, but we typically don't have much to report in between.


Important Notes

  • We pack your orders carefully, but once packages leave our facility, we can't control what happens during transit
  • We can only file claims within 30 days of when the shipping label was created
  • Carrier timelines are out of our hands, but we'll advocate for you throughout the process
  • As a boutique 3PL, we work hard to help within reasonable limits and carrier requirements
  • If you have questions about any of this, just reach out - we're here to help


Contact Us

For carrier claim requests, email team@simplefulfillment.com with the subject line "Carrier Claim Request" and include all required documentation.

For general questions about our claims process, contact our support team at the same email address.

Updated on: 13/06/2025

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