No matter how reliable your shipping process is, lost or damaged packages happen. They can disrupt your business operations and lead to frustrated customers if not resolved quickly. Whether you’re using USPS, UPS, FedEx, or DHL, each carrier has a claims process to help you recover your losses or refund your customer. Here’s how to handle these situations efficiently and professionally.

1. Confirm the issue first

Before assuming a package is lost or damaged, take the following steps:

• Check the tracking history: Review scan activity and delivery status on the carrier’s website.
• Ask the customer to verify delivery details: Sometimes packages are delivered to a front office, neighbor, or alternate entrance.
• Wait 24–48 hours: USPS and other carriers occasionally mark packages delivered before they physically arrive.

If the package is still missing after this check, proceed with the formal claim process.

2. USPS: File a missing or damaged mail claim

• Lost package: Start with the Missing Mail Search Request.
  
• Damaged package: Submit a Domestic Claim for insured items.
  

USPS requires evidence such as receipts, tracking numbers, and photos (for damage claims). Claims must be filed within 60 days of mailing.

3. UPS: Use the online claims portal

UPS provides a streamlined claims portal:

• Go to the UPS Claims Support Center
• Select “Package was lost” or “Package was damaged”
  
• Upload supporting documentation (invoice, photos, tracking)
  

Claims are typically processed within 10–15 business days. UPS automatically includes $100 of coverage on most shipments.

4. FedEx: File a lost or damaged package claim

• Visit the FedEx Claims Portal
• Submit your claim online with details and documentation
  
• FedEx generally offers up to $100 in default coverage unless additional insurance was purchased
  

Claims must be submitted within 60 calendar days for domestic shipments and 21 days for international damage claims.

5. DHL: Submit your claim directly

For DHL Express:

• Start with DHL’s Customer Support Portal
• Use the online form or call to initiate a claim
  
• Include air waybill number, value of goods, and description of the issue
  

International shipments may require additional customs-related documentation.

6. Offer a quick customer resolution policy

Even while claims are pending, customers expect a prompt resolution. Decide whether your business will:

• Immediately refund or reship the order
  
• Wait for the carrier to approve the claim
  
• Offer store credit or a discount as a goodwill gesture
  

Make your approach consistent and clear in your shipping policy to avoid confusion or chargebacks.

7. Prevent future issues with better packaging and address verification

• Use strong, appropriately sized boxes and proper internal cushioning
  
• Seal packages with pressure-sensitive tape or water-activated paper tape
  
• Validate addresses with shipping software like ShipStation or Easyship

8. Offset your losses with cashback opportunities

Although claims can take time, you can reduce long-term costs by earning rewards on shipping expenses. For example, businesses can save money on USPS shipping or earn cashback with a DHL gift card through Fluz. These digital gift cards are delivered instantly and work at checkout on shipping platforms and direct carrier websites.

To find more shipping brands offering cashback, visit Fluz.

Conclusion

Lost or damaged packages are part of doing business—but they don’t have to be costly setbacks. By understanding how each carrier’s claims process works and responding to customers promptly, you can turn a negative shipping experience into a moment of loyalty. Add cashback strategies to soften the financial impact, and you’ll keep your business running smoothly—even when things go wrong.