Filing Carrier Claims Through Cahoot: What to Expect

If a shipment created through Cahoot's partnered carrier accounts (FedEx or UPS) is lost, damaged, or has missing contents, you can submit a claim through Cahoot. This article explains how the process works and what to expect after you submit.

How to Submit a Claim

Submit your claim using the appropriate form below. You will need your Cahoot Order ID to submit — claims cannot be processed without it.

What Happens After You Submit

Once you submit your claim, our team will file it with the carrier on your behalf. Here's what to expect:

1You will receive a confirmation email when your claim has been filed with the carrier. This email is sent as a support ticket.

2The carrier typically takes 7–21 business days to review and process a claim.

3If the carrier needs additional documentation (photos, inspection reports, etc.), we will contact you with specific instructions. Please respond within 3 business days — if the carrier does not receive the requested items in time, the claim may be closed.

4Once the carrier makes a decision, we will notify you of the outcome.

5No action is needed from you while a claim is being processed. Cahoot follows up with the carrier on your behalf and will notify you proactively of any updates or decisions. You do not need to check in on status — if we need something from you, we'll reach out via your ticket.

If Your Claim Is Approved

The settlement amount will be applied as a credit on your Cahoot billing statement. Cahoot Support does not have visibility into settlement amounts or billing details — all billing inquiries should be directed to Cahoot billing.

If Your Claim Is Denied

Cahoot will dispute claim denials on your behalf one time. If the carrier requests additional information during the dispute, we will reach out to you. If the carrier upholds the denial after our dispute, the claim is considered final and closed. No further disputes will be filed for that shipment.

Important Things to Know

• Cahoot Order ID is required. You cannot submit a claim without it. You can find your Cahoot Order ID in the Cahoot Sales Order system.
• Do not contact the carrier directly about claims. Since shipments are created on Cahoot's carrier accounts, all communication with the carrier must go through Cahoot. Filing or contacting the carrier on your own may interfere with the claims process.
• Ticket notifications go to your primary Cahoot account email. The confirmation and status update emails are sent to the primary login email on your Cahoot account, which may differ from the email address you used on the claims form.
• To follow up on a claim, reply to the ticket email. If you have questions about a claim you've submitted, reply directly to the confirmation email you received. You can find your previous claim tickets in your ticket portal. Do not submit duplicate claims or create new support tickets for existing claims. If you're unable to locate your original claim ticket, you may open a new support ticket with the Cahoot Order ID, Tracking Number, and a note that a claim was previously submitted for this shipment. 
• Save your documentation before submitting. The claims form does not have an export or history feature. Keep copies of all Cahoot Order IDs, tracking numbers, photos, invoices, and other documents you submit.
• Billing settlements are handled separately. Cahoot Support does not have access to settlement amounts or billing details. Approved claim credits will appear on your Cahoot billing statement.

Questions?

If you have questions about the claims process or need help locating your Cahoot Order ID, submit a support ticket or reply to any existing claim ticket email.