If your FedEx shipment hasn't arrived by its expected delivery date, you can initiate a missing package claim with FedEx.

 

Before submitting your claim, ensure the package is truly missing by checking the tracking history and allowing 24-48 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

FedEx does not provide automatic insurance coverage, but they do offer a standard limit of liability of $100 for lost or damaged packages, which is included in the shipping rate.

• No Automatic Insurance
• Standard Limit of Liability is $100 (you can declare a higher value for an additional fee) 
• Third Party Coverage: Additional insurance can be purchased through our Shipsurance integration

 

Note: FedEx's liability covers loss or damage due to their mishandling of the shipment, but not for events outside of their control, such as theft after delivery or damage due to poor packaging

 

File Claim with FedEx

You must file your claim for damaged or missing contents no later than 60 calendar days from the shipment date for U.S. packages and 21 calendar days from the shipment date for international packages. Claims for undelivered or lost shipments must be filed within nine months of the shipment date.

 

While a FedEx login account isn't strictly mandatory to file a claim, having one streamlines the process, allowing you to log in, auto populate claim information, and manage your account.

 

Claim Documentation

1. Open the Cahoot Order Details page for the order in question, then locate:

• 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.

 

You do not need to have a FedEx account to submit a claim.

 

1. Click the link to begin filing a claim.

2. Enter Tracking Number > Select Claim Type (example: Shipment Not Received) > Click Continue.

3. Enter the Shipper (your) name > Enter the Shipping Origin Address.

Note: The origin address may be the Cahoot Warehouse the order was fulfilled from. 

 

4. Enter the Recipient (customer) name and Shipping Destination Address. 

 

5. Enter Product Details

• Item Description (enter product name from Cahoot order)
• Unit Cost (individual cost from Order Details)
• Quantity (Qty of SKU from Order Details)
• Shipping Cost (label cost from Order Details)
• Customer Reference Number (use the Cahoot Order ID)
• Select the Item Type that best matches the shipment (pick from list)
• Additional Comments

 

Repeat this for each SKU on the order

 

6. Upload Proof of Value

 

Acceptable forms of proof include:

• Sales Receipt from sales channel, showing item price
• Proof of Payment from Payment Gateway or Credit Card Statement.
  
  

7. Select Shipper from the dropdown > Enter Your Information, including your primary shipping address and contact information.

 

8. Claim Confirmation: 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 customers 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.