How do I file a USPS insurance claim?
If your USPS shipment hasn't arrived by its expected delivery date, you can initiate a Missing Mail Search Request or File a Claim with USPS.
Before submitting your claim, ensure the package is truly missing by checking the tracking history and allowing 72 hours past the expected delivery date. Follow the steps below to submit your claim and start the investigation process.
Claims can be filed by either the sender or recipient for packages that are:
- Lost
- Damaged upon arrival
- Missing contents
Insurance Coverage
USPS provides automatic insurance coverage that varies by shipping method:
- Priority Mail: Up to $100 automatic coverage
- Ground Advantage Mail: No automatic coverage
- Additional insurance can be purchased through our Shipsurance integration
Note: If you need to refund your customer or send a replacement shipment, you can create a new order using the Order Import module.
Step-by-Step Guide: File Claim with USPS
1. Check if your claim is within the allowed period (chart below)
Service |
File After |
File Before |
Priority Mail Express® |
7 days |
60 days |
Priority Mail Express COD |
15 days |
60 days |
Priority Mail® |
15 days |
60 days |
Insured Mail |
15 days |
60 days |
Collect on Delivery (COD) |
15 days |
60 days |
Registered Mail® & Registered COD Mail |
15 days |
60 days |
APO/FPO Priority Mail Express Military® Service |
21 days |
180 days |
APO/FPO/DPO Insured Mail, Registered Mail |
45 days |
1 year |
APO/FPO/DPO Insured Mail (Surface only) |
75 days |
1 year |
2. Claim Documentation
- Tracking number
- Shipping date
- Full address of mailing location
- 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.
4. Enter Tracking Number > Enter Shipping Date > Click Search.
5. To begin your claim, enter the following information
- Reason for claim (example: Lost)
-
Insurance paid - enter $0 unless additional carrier insurance was purchased
Choose Mailer - 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.
- Enter customer address information
6. Enter Product Information
- Item Name (enter product name from Cahoot order)
- Item Type (pick from dropdown list)
- Item Description (120 characters or less)
- Purchase Date
-
Amount Requested – claim amount requested (unit cost), EXCLUDING postage/shipping.
7. Upload Proof of Value
Acceptable forms of proof include:
- Sales Receipt from sales channel, showing item price (example: Amazon Seller Central Packing Slip).
- Proof of Payment from Payment Gateway or Credit Card Statement.
- 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).
Note: Proof must be submitted in .jpg or .pdf format, and must be under 2 MB.
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.