Damage and loss can happen in the world of shipping. When a package shipped from a Jetpack fulfillment center is lost or damaged in transit by a carrier, Jetpack will assist you by submitting a carrier claim on your behalf. This page outlines the policies, timelines, documentation requirements, and reimbursement limits for damaged in transit, lost in transit, and no carrier tracking parcel claims.
Understanding Jetpack’s Liability and Reimbursement Policy
Before filing a claim, it’s important to understand Jetpack’s liability limits and how reimbursements are calculated.Reimbursement Limits and Coverage
| Policy Area | Details |
|---|---|
| Maximum Liability |
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| Reimbursement Calculation |
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| What’s NOT Covered |
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Reimbursement Calculation Examples
Example 1: Partial Damage in Multi-Product Order If you shipped two products in a single shipment with a retail value of USD $5 for each item (total order worth USD $10), but only one product was damaged, Jetpack would reimburse you USD $5 (only for the damaged product). Example 2: Order with Customer Discount If the retail value of a product is USD $20, and the customer received a discount of USD $5 off for this order, Jetpack would refund the amount paid: USD $15 (not the full retail value).Parcel Claim Types: Policies and Requirements
- Damaged in Transit
- Lost in Transit
- No Carrier Tracking
Damaged in Transit Claims
File a damaged in transit claim when your customer receives a package that was damaged by the carrier during shipping.Eligibility Requirements
| Requirement | Details |
|---|---|
| Eligible Shipments |
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| Ineligible Shipments |
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Filing Timeline
| Timeframe | Requirement |
|---|---|
| When to File | You may file a claim as soon as your customer notifies you of any damages |
| Filing Deadline | All damaged in transit claims must be submitted within 30 days of the delivery date (as confirmed by carrier tracking) |
| Late Claims | Claims submitted after 30 days will not be eligible for processing or reimbursement due to carrier limitations on claim acceptance |
Required Documentation
To process your damaged in transit claim, you must provide:- Retail invoice for the affected order
- Screenshot of customer communication stating the package arrived damaged
- Photos depicting all damages to the product and packaging
For orders shipped via Amazon Shipping, Amazon requires that you provide your customer with a refund or replacement in Amazon Seller Central for all damaged in transit scenarios.
Submitting Your Claim
To learn how to submit a damaged in transit parcel claim in the Jetpack dashboard, see Submitting Claims.Frequently Asked Questions
Why does Jetpack require me to manually request reimbursements for lost orders instead of automatically reimbursing me?
Why does Jetpack require me to manually request reimbursements for lost orders instead of automatically reimbursing me?
Jetpack often sees carriers miss tracking scans (which are required to update the carrier tracking page), requiring Jetpack to issue credit for shipments that may have already been delivered to the customer.To avoid reimbursing for packages that were actually delivered, Jetpack requires that you submit reimbursement requests manually after reviewing the tracking status.
Why does Jetpack only support automatic reimbursement for lost orders imported from Shopify or WooCommerce?
Why does Jetpack only support automatic reimbursement for lost orders imported from Shopify or WooCommerce?
Compared to other platforms, WooCommerce and Shopify allow for the seamless retrieval of order value data, which is needed to automatically calculate credit value.Jetpack hopes to be able to support more platforms in the future.
What are some reasons I might be prevented from submitting a lost in transit claim?
What are some reasons I might be prevented from submitting a lost in transit claim?
You will be unable to submit a claim for a shipment that has yet to meet requirements or does not qualify based on Jetpack’s policies.Common reasons why you may be prevented from submitting a claim include (but are not limited to):
- Too Early: The claim was submitted before 15 days (domestic) or 20 days (international) have passed since the last carrier tracking event
- Too Late: The claim deadline has passed:
- Damaged in transit: More than 30 days from delivery date
- No carrier tracking: More than 30 days from EDD
- Domestic lost in transit: More than 45 days from last tracking update
- International lost in transit: More than 50 days from last tracking update
- Already Reimbursed: The shipment was already reimbursed via Jetpack’s no carrier tracking policy (once reimbursed for fulfillment cost, the shipment no longer qualifies for a lost in transit claim)
- Prepaid Labels: The shipment was shipped using prepaid labels (contact the carrier directly instead)
How will I learn the outcome of my claim submission?
How will I learn the outcome of my claim submission?
The notification method depends on how you submitted the claim:Automated Claim Submission:You will receive an email for all claims submitted via the automated claim submission process. The email contains:
- The Shipment ID
- The carrier tracking ID
- The reason the claim request was denied (if applicable)
- A link to AfterShip so you can further review the order status
What are some reasons that would cause my lost in transit claim to be denied?
What are some reasons that would cause my lost in transit claim to be denied?
Claims are denied when they do not meet Jetpack’s lost in transit parcel claim policies.Common explanations for denied lost in transit claims include (but are not limited to):
- Order Delivered: The order is delivered as stated on the carrier tracking. Jetpack will not file lost in transit claims or offer refunds for orders marked as Delivered or orders that have a final scan (unless there is carrier confirmation of a misdelivery).
- Arrived in Destination Country: For international orders, the package has arrived in its destination country. Jetpack cannot file lost in transit claims or offer refunds for international orders once they reach their destination country. Carrier tracking updates indicating arrival include “Arrival in Destination Country” and “Package arrived at international carrier.”
- Returned to Sender: The order was marked as Returned to Sender (RTS) by the carrier. Jetpack will not file lost in transit claims or offer refunds for orders marked as RTS unless you insured the order in the Jetpack dashboard.
My customer's order was delivered, but there was a misdelivery. Can I still file a claim?
My customer's order was delivered, but there was a misdelivery. Can I still file a claim?
Yes. You must submit a case to Jetpack Care and provide the Shipment ID of the affected order, as well as proof of a misdelivery.Examples of circumstances that would qualify as proof of misdelivery include:
- The carrier proactively contacts the end customer or Jetpack and states they are responsible for the loss
- The carrier tracking delivery scan has a zip or postal code, state, or country that differs from the order’s shipping label information
- The proof of delivery shows photos of the shipment in a disposal bin, recycling bin, or other location that proves it was misdelivered
- You do not need to wait to file a claim for a misdelivery (you can file as soon as you are aware)
- All misdelivery claims must be submitted to Jetpack within 30 days of the delivery date (per carrier tracking)
- Any misdelivery claims submitted after 30 days will not be valid for processing or reimbursement due to carrier limitations
Let’s Dive Deeper
Claims and Insurance Overview
Overview of Jetpack’s claims process and insurance options
Adding Insurance to Orders
Learn how to add insurance to your shipments
Submitting Claims
Quick online claims submission process
Freight Claims
Freight-specific claim policies and timelines
Insuring Your Inventory
Protect merchandise while in storage
D2C Turnaround Times + SLAs
Understanding fulfillment performance standards
Questions? Contact Jetpack Care.
If you have any questions or run into issues with the claims process, you can always contact Jetpack Care for help. Our team is always here to assist via Slack, phone, or email!