Lost Package, Missing Shipment - Next Steps | Know How

As reliable and consistent as the shipping world is, sometimes the worst can happen and your shipment can go missing. When this happens it is important to remain calm and try to be as proactive as possible.

This guide covers the claims processes for carriers separate from ShippingEasy. For information about filing a claim for your One Balance from ShippingEasy account, see our guides for USPS One Balance and UPS One Balance.

Be proactive

Sometimes being proactive is the best way to protect your investments and packages, and to keep customers satisfied in a difficult situation. If your service does not offer it automatically and you have the option, add insurance to your package. ShippingEasy works with Shipsurance, a private provider of insurance to give you the most coverage possible when shipping your items-and a little peace of mind should your shipment be lost. If the value of your item is above the standard level of insurance, you can add insurance on top of that amount. If your shipment is lost and you added insurance, be sure to file a claim right away. The sooner the better!

If your UPS shipment went missing

UPS customer service: 1-800-742-5877.

UPS encourages you to report your lost shipment. Both you and the recipient are able to report this. For UPS, in order to be considered lost, a shipment must be undelivered for a minimum of 24 hours. Once you report the lost package you will be able to check its status online.
More info: UPS claims

If your FedEx shipment went missing

Filing a claim with FedEx is designed to be very streamlined and easy for the owner of a missing shipment. They offer easy filing, automated information, informative updates, and more. All you need is your tracking or PRO number and a few minutes. Enter your tracking number, add any supporting documents (especially for objects worth more than $100) such as shipping receipts or insurance files. Submit your claim and then you can easily track it through the FedEx claim website. You can check it 24/7 for immediate updates.
If your claim is lost, FedEx will perform a “trace” to try and locate where it went missing. They will notify you when it has been resolved as lost or found by email.
More info: FedEx Claims

If your USPS shipment went missing

Filing a claim with the USPS is quick and simple. While they may not have as many features as the other two major shipping companies, it is fairly straightforward and easy to use. However, if your shipment was international it can be a little harder. You must first file an inquiry to locate your package route. As they coordinate through several different postal systems, this can take a little while.
More info: USPS claims


Remain calm. There are systems in place to help you. Using the links and tips in this post and the tools on the shipping websites, you can either locate or be reimbursed for your shipments. All carriers take timely delivery of their shipments very seriously and will do anything they can to make sure you and your customers are happy with their service. Finding out that your shipment has been lost can be a stressful event. Working through the proper channels is the best way for you to help yourself, your customer, and the reputation of your business.

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