Either the sender or the recipient may file a claim for insured mail that is lost, arrived damaged, or was missing contents. The person filing must have the original mailing receipt. Each claim must be filed within a certain time period and include proof of insurance, value, and damage.

Each carrier automatically insures packages up to a certain amount, even if you did not purchase additional carrier insurance. This amount varies by carrier and by shipping method; for example USPS Priority Mail is automatically insured up to $100, but First Class Mail has $0 automatic insurance.

Note: You can learn more about insurance options including our Shipsurance integration.

Without Shipsurance, you will have to submit your claim to the carrier directly. At this point, Cahoot cannot help; this process is only done directly on the carrier's website. This article outlines the detailed steps for USPS claims.

Note: You may have to refund your customer, or send them another shipment directly; in order to create another order manually in Cahoot, you can use our Order Import module.

Step-by-Step Guide for USPS claims

1. Check if your claim is within the allowed period (chart below)

2. Claim Documentation

A. Tracking number
B. Shipping date
C. Full address of mailing location
D. Proof of Value (sales channel’s packing slip PDF with item prices is easiest option)

Note: Ensure all documents are retained until AFTER claim is completed and resolved.

3.  Log into or create your USPS.com account. The claim will be associated with this account. If you do not have a USPS.com account, you can create one for free. 

A. Follow this link to start the claim process https://onlineclaims.usps.com/OICWeb/

4. Enter Tracking Number > Enter Shipping Date > Click Search.

5. To begin your claim, enter the following information:

A. Reason for claim (example: Lost)
B. Insurance paid - enter $0 unless additional carrier insurance was purchased
C. Choose Mailer
D. Ensure Mailer Address is correct – this needs to be the address the order shipped from; You may need to create a Cahoot Support Ticket to request the Warehouse Address. Also, note that the address needs to be updated directly on USPS.com BEFORE the claim; if not, then the user must leave the claim, update address information, then restart the claim process.
E. Enter customer address information

6. Enter Product Information:

A. Item Name (enter product name from Cahoot order)
B. Item Type (pick from dropdown list)
C. Item Description (120 characters or less)
D. Purchase Date
E. Amount Requested – claim amount requested (unit cost), EXCLUDING postage/shipping. 

7. Upload Proof of Value

Acceptable forms of proof include:

A. Sales Receipt from sales channel, showing item price (example: Amazon Seller Central Packing Slip) 
B. Proof of Payment from Payment Gateway or Credit Card Statement.

C. Repeat this for each SKU on the order. (example: if there are 2 SKUs @ 3 qty each, you will need to have SIX items entered individually - 3 entries of each SKU)

8. Give claim a Nickname.

9. Review and submit claim

You will receive a confirmation email, and additional emails when the claims process is updated. 

Tips for Sellers to communicate with your Customers

Here are some tips to work with your customer to ensure the order was not misplaced and is actually lost. 

We want to ensure you receive the item that you've purchased. Here are some recommendations we have that could help resolve the issue:

• Check with your neighbor: The carrier may have left the parcel with a neighbor on your street (next door neighbors 1 to 2 doors down or across the street) 
  
  
• Check safe locations: The carrier may have left the item in a safe location around your property (inside the porch, inside the garage, inside the shed or greenhouse)
  
  
• Try contacting the carrier to explain that while tracking shows as delivered, you haven’t received the parcel.

Please continue to communicate and provide updates. e.g.

• If you contact the carrier and they provide you with proof (email or letter) that the item wasn’t delivered, please upload that proof to the case to inform us.  
  
  
• If you are able to locate your parcel, please close the case.