How to File Shipping Claims for Lost or Damaged Packages on Amazon
Amazon's Help Hub page on optional shipping coverage explains how sellers can file claims for lost or damaged packages with FedEx, UPS, USPS, and OnTrac, including coverage limits, declared value options, and step-by-step filing instructions.
Overview
When a package shipped through Amazon's Buy Shipping services arrives damaged or goes missing, sellers have options for recovering their losses. Amazon's partnered carriers — including FedEx, UPS, USPS, and OnTrac — each offer optional coverage programs with varying levels of protection and distinct claims processes. Understanding how these programs work is essential for protecting your bottom line on seller-fulfilled orders.
Key Points / What Sellers Need to Know
- 60-day filing window — Sellers must report a package problem within 60 days from the date of delivery, or from the expected delivery date for lost packages.
- Refund before claiming — Customers must be refunded before submitting a claim. An invoice proving the refund must be uploaded at the time of submission, or the claim status will change to "info from shipper" until documentation is provided.
- Default coverage is $100 — Most carriers automatically cover shipments up to $100 at no additional cost. Sellers shipping higher-value items should declare value and pay the additional coverage fee.
- Replacement shipments require tracking — If you send a replacement item instead of issuing a refund, you must include the replacement carrier name and tracking number when filing your claim.
- Claims go directly to the carrier — Amazon does not file claims on your behalf and will not reimburse you for successful claims. Carriers pay sellers directly upon claim approval.
Carrier-by-Carrier Coverage and Limits
Each carrier that participates in Amazon's Buy Shipping program has its own coverage structure. FedEx limits liability to $100 or $9.07 per pound (whichever is greater) when no value is declared. Sellers can declare a value up to $50,000 and pay an additional fee for increased protection. FedEx Ground services charge $0.90 per $100 of declared value, with a minimum charge of $2.70 for shipments valued over $100. To file a FedEx claim, sellers should visit the FedEx claims portal online.
UPS follows a similar structure, limiting liability to $100 per domestic package or international shipment unless a higher value is declared. Sellers can declare up to $50,000 by entering the value in the declared value field on the UPS shipping document and paying an additional charge. For UPS claims, sellers should call 1-800-711-5914, a dedicated line for Amazon sellers. When calling, inform UPS that you are filing a claim for a damaged or lost item on a seller-fulfilled order.
Analysis & Recommendations
Why This Matters
Lost and damaged packages directly impact seller margins. Understanding carrier coverage limits, declared value options, and the correct claims process helps sellers recover losses and protect profitability on self-fulfilled orders.
Key Takeaways
- Most carriers provide $100 default coverage per package — declare higher values and pay a small fee for shipments worth more
- Customers must be refunded before filing a claim, and proof of refund must be uploaded with the submission
- All claims must be filed within 60 days of delivery or expected delivery date
- Each carrier has its own claims process — UPS has a dedicated Amazon seller line at 1-800-711-5914
Recommended Actions
- →Audit your current shipping workflow to ensure you are declaring accurate values on high-ticket shipments and purchasing additional coverage when needed
- →Save the dedicated UPS Amazon seller claims line (1-800-711-5914) and OnTrac claims contacts for quick access when issues arise
- →Add the Order ID to the memo field on USPS shipping labels so you can easily locate shipment details when filing future claims
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