When an international express package is lost or damaged, the claim process must follow four core rules: time limits, evidence requirements, claim handling entity, and compensation standards. Following the correct procedure will significantly increase the success rate.
Weefreight will now provide you with detailed answers, hoping to be helpful to you.
I. Prerequisites and Time Limits for Claim Application
Scope of Coverage: Covers complete package loss, partial loss, and transportation damage. Excludes situations such as customs confiscation, seizure of prohibited items, refusal of delivery and return, and natural disasters.
Key Time Limit: Commercial express companies (DHL/FedEx/UPS) and postal EMS all have strict reporting deadlines, generally within 7-14 calendar days after delivery/loss is indicated. Most channels will directly reject claims after this period, so it is crucial to act within the window.
Claiming Party: In principle, the sender applies to the shipping agent or official service point. The recipient can assist in providing evidence but does not have the right to directly initiate a claim.
II. Securing Evidence (Core Basis for Claims)
Logistics Tracking Proof: Complete screenshots from the official website, marking key statuses such as loss points, delivery anomalies, and damage records.
Proof of Goods Value: Commercial invoice, pro forma invoice, transaction contract, platform order, payment voucher, purchase screenshots, proving that the declared value matches the actual value of the goods.
Evidence of Damage at the Scene: Photos/videos of the outer box, damaged area, close-ups of damaged contents, and close-ups of the shipping label. Record the entire unboxing process. Do not discard the outer box and packaging before obtaining evidence.
Basic Documents: Waybill copy, packing list, weight and dimensions records. If insured, provide insurance certificate.
Official Records: If the express company has issued a loss investigation letter or damage assessment report, keep these as well. III. Standard Claim Application Process
Submitting a Claim: Contact the shipping agent or the official courier company, explain the loss/damage, and formally submit a claim application form, specifying the tracking number, cargo value, description of the situation, and the claimed amount.
Channel Investigation: The courier company initiates an internal investigation (Trace), verifying transit, delivery, and warehouse records to determine responsibility. This process typically takes 3-15 business days.
Material Review: Upload all required evidence and wait for the assessment of losses and compensation amount.
Compensation Payment: After approval, compensation will be paid according to the agreed method (freight deduction, cash refund, etc.). Some channels require signing a claim settlement agreement.
IV. Compensation Standards and Common Rules
Uninsured Packages: Compensation is paid according to courier conventions and terms, generally based on weight (e.g., a maximum of XX USD per kilogram), or a maximum limit (e.g., DHL/FedEx’s usual limit is approximately 100 USD per shipment), which is often far less than the actual cargo value.
Insured Packages: Compensation is determined based on the insured amount, limited to the actual loss, and not exceeding the insured amount. High-value goods must be insured in advance.
Special Circumstances: Freight charges are generally not compensated. Some channels only compensate for the cost of the goods, excluding profits and indirect losses (breach of contract, rework, platform penalties, etc.).
Reasons for Claim Rejection: Under-declared cargo value, concealment of sensitive items, damage due to improper packaging, late reporting, lack of evidence, force majeure, and customs confiscation may all lead to claim rejection.
V. Specific Considerations for Damage and Loss
Damaged Items: Mark “damaged upon receipt” at the time of signing, refuse the package or note the abnormality when signing. Do not sign without any remarks. For internal damage, distinguish between damage caused by rough handling during transportation and packaging defects. Non-compliant packaging will significantly reduce the compensation ratio. Lost Packages: If tracking information is outdated and investigations yield no results, the official carrier will issue a loss certificate, and the claim process will begin. Some channels require approximately 30 days before a package is officially considered lost.
VI. Suggestions for Increasing Claim Success Rate
Declare the true value of the goods before shipping; under-declaring the value will directly lower the compensation limit; for high-value goods, be sure to purchase insurance.
Use proper packaging and retain packaging photos to avoid reduced compensation due to “poor packaging.”
Maintain written communication throughout the process (chat, email, system tickets), do not rely on verbal promises, and keep all records.
Choose a reliable freight forwarder, etc.
(Note: The above information regarding timelines or costs is for reference only; please refer to the actual situation at the time of shipment. Thank you!)
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