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.