Know more about Claims

5 main carriers eShipper works with UPS, Purolator, DHL, Aramex, Canpar, and FedEx

Three (3) Types of claims:

• Service Failure
• Missing/Lost
• Damaged

Service Failure:

Service Failure is when shipments are delayed in transit/delivery to the consignee or delivered to the wrong address.

Reasons why shipments will not qualify for service failure:

• Weather delay
• Customs delay
• Mechanical issues
• Special Handling shipments due to size, weight, packaging
• Invalid/incorrect address
• Passed time frame to request (past the 15 days)
• Missing documents (example: customs invoice)
• Purolator “Ground Service”
• Canpar “Ground Service”
• UPS "Standard and Expedited"
• All services - FedEx, Aramex, Canada Post, DHL "Express WorldWide", Rivo, PBX, CPX, FleetOptics, DHL eCommerce.
• LTL carriers will not approve any service failure claims as this service is not guaranteed 

Missing/Lost Shipments:

Missing/Lost shipments are:

• When there are no further scans on the shipment
• If the shipment was delivered to the wrong address
• If the shipment was delivered but the consignee is unable to locate it

Customers can file a claim for Missing/Lost Shipments up to 3 months from the Pickup date.

Below is required when filing a claim for lost packages, make sure customers submit this:

• Full description of the product(s): what the product is, name brand/manufacture name, quantity, colors, SKU #, item #, etc.). If possible, please include a picture of the product when submitting the claim
• Value of the product(s) – Sales Invoice for products shipped to the consignee, cost/purchase invoice (what shipper purchased products for) showing proof of value.
• Please advise if a replacement will be sent out and provide the tracking #
• Please advise if the original (if found), should be delivered, or returned to sender

Reasons why a claim may be denied for Missing/Lost Shipments:

• Shipper’s Risk (shipment that contains glass, liquids, perishable items, foods)
• Live animals, plants, government documents, cheques
• OSNR: Signature not required – if the customer does not purchase/select "Signature Required" (Purolator)
• Invalid/Incorrect address (Consignee address)
• Shipment ends up being located/delivered.

Damaged Shipments:

Damaged shipments are when the products are damaged/broken or sometimes there could be products missing from the box.

Below is required when filing a claim for damaged packages, make sure customers submit this:

• Value of the product(s) – Sales Invoice for products shipped to the consignee, cost/purchase invoice (what shipper purchased products for) showing proof of value.
• If repairable, provide a repair invoice
• Photos of the damaged product
• Photos of the damaged box & packaging
• Photos of how the shipment is packaged

Reasons why claim may be denied for Damaged Shipments:

• Shipper’s risk (shipment that contains glass, liquids, perishable items, foods)
• Live animals, plants, government documents, cheques.
• Improper Packaging
• OSNR: Signature not required – if customer does not purchase/select "Signature Required (Purolator)
• Shipment moves before carrier completes the inspection
• If POD signed cleared (LTL carriers)

LTL Shipments:

• Concealed Damages (no noticeable damage on the outer packaging): Carriers MUST be notified within 24 hours to submit a claim for damaged from the original delivery date
• POD must state Damaged on driver's copy. If POD signed cleared, the carrier will not approve the claim

Please see below for a full breakdown of all claims limitations by carrier.

Carrier Claims Limitations.pdf