> ## Documentation Index
> Fetch the complete documentation index at: https://help.jetpack3pl.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Parcel Claim Policies

> Understand eligibility requirements, timelines, documentation needs, and reimbursement policies for lost, damaged, and no-tracking parcel claims.

<div className="page-intro">
  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.
</div>

## 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**         | <ul><li>Jetpack's liability shall not exceed the lesser of USD \$100 or the maximum of the applicable carrier's loss limitation per affected order</li><li>This limit applies to both insured and uninsured shipments</li></ul>                                                   |
| **Reimbursement Calculation** | <ul><li>Based on the retail value of the product(s) confirmed lost or damaged by the carrier</li><li>Only reimburses for the products actually affected, not the entire order</li><li>Refunds limited to the order value at the time it was fulfilled (after discounts)</li></ul> |
| **What's NOT Covered**        | <ul><li>Original shipping costs are not reimbursed</li><li>Reshipment costs are not covered</li><li>If you wish to send a reshipment to your customer, you can copy the order and modify it as needed</li></ul>                                                                   |

### 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).

<Warning title="Returned to Sender Orders">
  Jetpack will not file lost in transit claims or offer refunds for orders marked as Returned to Sender (RTS) unless you insured the order in the Jetpack dashboard.
</Warning>

***

## Parcel Claim Types: Policies and Requirements

<Tabs>
  <Tab title="Damaged in Transit">
    ## 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**   | <ul><li>Orders shipped using ShipBob shipping labels</li><li>Orders shipped via ShipBob-arranged freight</li></ul> |
    | **Ineligible Shipments** | <ul><li>Orders shipped using prepaid labels (contact the carrier directly instead)</li></ul>                       |

    ### 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

    <Info title="Amazon Shipping Special Requirement">
      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.
    </Info>

    ### Submitting Your Claim

    To learn how to submit a damaged in transit parcel claim in the Jetpack dashboard, see [Submitting Claims](/fulfillment/claims/submitting-claims).
  </Tab>

  <Tab title="Lost in Transit">
    ## Lost in Transit Claims

    File a lost in transit claim when carrier tracking shows no delivery confirmation and sufficient time has passed based on the destination.

    ### Eligibility Requirements

    | Requirement              | Details                                                                                                            |
    | ------------------------ | ------------------------------------------------------------------------------------------------------------------ |
    | **Eligible Shipments**   | <ul><li>Orders shipped using ShipBob shipping labels</li><li>Orders shipped via ShipBob-arranged freight</li></ul> |
    | **Ineligible Shipments** | <ul><li>Orders shipped using prepaid labels (contact the carrier directly instead)</li></ul>                       |

    ### Filing Timelines by Destination

    The waiting period and deadline for filing lost in transit claims depends on whether the destination is domestic or international.

    #### Domestic Destinations

    | Timeframe             | Requirement                                                                                                    |
    | --------------------- | -------------------------------------------------------------------------------------------------------------- |
    | **Minimum Wait Time** | You may file a claim after **15 days** have passed since the last carrier tracking update                      |
    | **Filing Deadline**   | All domestic lost in transit claims must be submitted within **45 days** from the last carrier tracking update |
    | **Applies To**        | <ul><li>All US domestic shipments</li><li>US to Hawaii, Puerto Rico, and Virgin Islands</li></ul>              |

    #### International Destinations

    | Timeframe             | Requirement                                                                                                         |
    | --------------------- | ------------------------------------------------------------------------------------------------------------------- |
    | **Minimum Wait Time** | You may file a claim after **20 days** have passed since the last carrier tracking update                           |
    | **Filing Deadline**   | All international lost in transit claims must be submitted within **50 days** from the last carrier tracking update |
    | **Applies To**        | All shipments to destinations outside the US (excluding Hawaii, Puerto Rico, Virgin Islands)                        |

    <Warning title="Late Claims Not Accepted">
      Any claims submitted after these timeframes will not be valid for processing or reimbursement due to limitations on when claims are accepted for approval by carriers.
    </Warning>

    ### Special Destination Notes

    **Military and Diplomatic Addresses:**

    If an order is lost in transit and is addressed to any of the following, it will follow Jetpack's tracking requirements for **international orders** (20-day wait, 50-day deadline):

    * Army Post Office (APO)
    * British Forces Post Office (BFPO)
    * Fleet Post Office (FPO)
    * Department of State Overseas Office (DPO)

    ### Required Documentation

    To process your lost in transit claim, you must provide:

    * **Retail invoice** for the affected order
    * **DOR form signed by your customer** (required for orders shipped via Evri out of the UK, confirming the package was not received)

    <Info title="Amazon Shipping Special Requirement">
      For orders shipped via Amazon Shipping, Amazon requires that you provide your customer with a refund or replacement in Amazon Seller Central for all lost in transit scenarios.
    </Info>

    ### Submitting Your Claim

    To learn how to submit a lost in transit parcel claim in the Jetpack dashboard, see [Claims Process and Documentation](/fulfillment/claims/claims-process).
  </Tab>

  <Tab title="No Carrier Tracking">
    ## No Carrier Tracking Policy

    Jetpack can reimburse your account for the original fulfillment cost (not product value) when orders experience no carrier tracking under specific conditions.

    <Warning title="Reshipment Costs Not Covered">
      Jetpack does not cover the reshipment cost for products. If you wish to reship an order to your customer, you can copy the original order and modify it as needed.
    </Warning>

    ### Valid Requests for No Carrier Tracking Reimbursement

    Jetpack can accept requests to reimburse your Jetpack account for the **original fulfillment cost** of orders experiencing no carrier tracking if **all** of the following conditions are met:

    | Requirement                  | Details                                                                                                                                               |
    | ---------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------- |
    | **ShipBob Shipping Labels**  | The order was shipped using ShipBob shipping labels                                                                                                   |
    | **No Initial Tracking Scan** | The order has yet to receive an initial carrier tracking scan (the label has been created, but the carrier has yet to confirm receipt of the package) |
    | **Breached Delivery Date**   | The estimated delivery date (EDD) has been breached                                                                                                   |
    | **Within 30 Days**           | The request is submitted within 30 days from the shipment's EDD                                                                                       |

    ### Invalid Requests for No Carrier Tracking Reimbursement

    Jetpack **cannot** accept requests to reimburse shipments experiencing no carrier tracking in the following scenarios:

    | Scenario               | Why It's Ineligible                                                               |
    | ---------------------- | --------------------------------------------------------------------------------- |
    | **Prepaid Labels**     | The order was shipped using prepaid labels (contact the carrier directly instead) |
    | **Has Tracking Scans** | The order received initial carrier tracking scans (e.g., "we have your package")  |
    | **Beyond 30 Days**     | More than 30 days have lapsed from the shipment's EDD                             |

    ### Important: Impact on Lost in Transit Claims

    <Warning title="Cannot File Both Claim Types">
      Once you choose for your Jetpack account to be reimbursed for the fulfillment cost under the no carrier tracking policy, the shipment will **no longer qualify** for a lost in transit claim.
    </Warning>

    This is an important consideration because:

    * **No carrier tracking reimbursement** = fulfillment cost only
    * **Lost in transit reimbursement** = retail product value (up to liability limits)

    Choose carefully based on your situation. If the package is simply delayed and may still be delivered, consider waiting before filing a no carrier tracking request.
  </Tab>
</Tabs>

***

## Frequently Asked Questions

<Accordion title="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.
</Accordion>

<Accordion title="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.
</Accordion>

<Accordion title="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)
</Accordion>

<Accordion title="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

  If the automated claim is successful, you will automatically receive a credit to your Jetpack account within 1-2 minutes (appearing on the Billing Overview page).

  **Manual Claim Submission:**

  The dedicated claims team will email you updates on the status of your submission within 3 to 5 business days.
</Accordion>

<Accordion title="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.
</Accordion>

<Accordion title="My customer's order was delivered, but there was a misdelivery. Can I still file a claim?">
  Yes. You must email 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

  **Misdelivery Timing Requirements:**

  * 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
</Accordion>

***

## Let's Dive Deeper

<CardGroup cols={3}>
  <Card title="Claims and Insurance Overview" icon="shield-check" href="/fulfillment/claims">
    Overview of Jetpack's claims process and insurance options
  </Card>

  <Card title="Adding Insurance to Orders" icon="shield-halved" href="/fulfillment/claims/adding-insurance">
    Learn how to add insurance to your shipments
  </Card>

  <Card title="Submitting Claims" icon="file-circle-plus" href="/fulfillment/claims/submitting-claims">
    Quick claims submission process
  </Card>

  <Card title="Freight Claims" icon="truck" href="/fulfillment/claims/freight-claims">
    Freight-specific claim policies and timelines
  </Card>

  <Card title="Insuring Your Inventory" icon="warehouse" href="/fulfillment/claims/insuring-inventory">
    Protect merchandise while in storage
  </Card>

  <Card title="D2C Turnaround Times + SLAs" icon="clock" href="/fulfillment/d2c/turnaround-times-slas">
    Understanding fulfillment performance standards
  </Card>
</CardGroup>

<div className="jetpack-callout">
  <img src="https://mintcdn.com/jetpack/2iejPNBTYKEx6ntF/images/jetpack-logomark-256.png?fit=max&auto=format&n=2iejPNBTYKEx6ntF&q=85&s=340604ced4add3864f2641341826e1c9" alt="Jetpack" className="jetpack-callout-icon" width="256" height="256" data-path="images/jetpack-logomark-256.png" />

  <div className="jetpack-callout-content">
    <h4 className="jetpack-callout-title">Questions? Contact Jetpack Care.</h4>
    <p className="jetpack-callout-text">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!</p>
  </div>
</div>