> ## 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.

# Submitting Claims

> File parcel and freight claims through Jetpack Pro or your Jetpack Care Manager, and track the status of your claim.

<div className="page-intro">
  If your shipment is damaged in transit, lost, or experiencing no carrier tracking, you can file a claim to start the reimbursement process. Submit your claim through Jetpack Pro or by reaching out to your Jetpack Care Manager.
</div>

## How to Submit a Claim

To file a parcel or freight claim, you have two options:

* **In Jetpack Pro:** File your claim directly from your dashboard and upload the required documentation.
* **Through Jetpack Care:** Reach out to your Jetpack Care Manager to file a claim on your behalf.

Once your claim is submitted, the claims process begins and you'll receive status updates.

<Note>
  Jetpack can accept claims for orders shipped using Jetpack shipping labels or Jetpack-arranged freight. For orders shipped with prepaid labels, we recommend contacting the carrier directly to file a claim.
</Note>

## When You Can Submit a Claim

The timing for when you can submit a claim depends on the type of issue you're experiencing:

| Claim Type                          | When to Submit                                  | Submission Deadline                                    |
| ----------------------------------- | ----------------------------------------------- | ------------------------------------------------------ |
| **Damaged in Transit**              | As soon as your customer notifies you of damage | Within 30 days of delivery date (per carrier tracking) |
| **Lost in Transit (Domestic)**      | After 15 days from last carrier tracking update | Within 45 days of last carrier tracking update         |
| **Lost in Transit (International)** | After 20 days from last carrier tracking update | Within 50 days of last carrier tracking update         |
| **No Carrier Tracking**             | After estimated delivery date (EDD) is breached | Within 30 days of shipment's EDD                       |

<Warning>
  Claims submitted after the deadline will not be eligible for processing or reimbursement due to carrier limitations on claim acceptance.
</Warning>

<Note>
  Orders shipped from the US to Hawaii, Puerto Rico, and the Virgin Islands follow domestic policies for tracking requirements. Orders shipped to army post offices (APO), British Forces post offices (BFPO), fleet post offices (FPO), or Department of State overseas offices (DPO) follow international tracking requirements.
</Note>

## What Information You'll Need

Before starting your claim submission, gather the following documentation:

| Claim Type              | Required Documentation                                                                                                                                                                   |
| ----------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Damaged in Transit**  | <ul><li>Retail invoice for the affected order</li><li>Screenshot of customer communication confirming damage</li><li>Photos depicting all damages</li><li>Tracking information</li></ul> |
| **Lost in Transit**     | <ul><li>Retail invoice for the affected order</li><li>Tracking information</li><li>DOR form signed by customer (for UK Evri shipments only)</li></ul>                                    |
| **No Carrier Tracking** | <ul><li>Tracking information showing no initial scan</li><li>Confirmation that EDD has been breached</li></ul>                                                                           |

## What Happens After You Submit

Once you submit your claim, here's what to expect:

### Automated Claims

If your claim qualifies for automated processing:

* You'll receive updates via dedicated Slack channel on your submission status
* If approved, a credit will automatically appear on your next shipping invoice
* If denied, the update will include the reason for denial and a link to review the order status

### Manual Claims

If your claim requires manual review by our dedicated claims team:

* You'll receive updates via dedicated Slack channel on your submission status
* Expect updates within 3-5 business days
* The team will notify you of approval or denial with detailed reasoning

## Important Notes

<Warning>
  Jetpack does not cover the original shipping cost or reshipment cost for products that are lost or damaged in transit. If you wish to send a replacement to your customer, you can copy the order and modify it as needed.
</Warning>

### Prepaid Labels

Jetpack does not accept claims for orders shipped using prepaid labels. For these shipments, contact the carrier directly to discuss filing a claim.

### No Carrier Tracking Policy

Once you choose to have your Jetpack account reimbursed for the fulfillment cost under the no carrier tracking policy, the shipment will no longer qualify for a lost in transit claim.

### Amazon Shipping Orders

For orders shipped via Amazon Shipping that are damaged in transit, you must provide your customer with a refund or replacement in Amazon Seller Central.

## Let's Dive Deeper

<CardGroup cols={3}>
  <Card title="Claims and Insurance Overview" icon="shield-check" href="/fulfillment/claims">
    Understanding insurance coverage and claim policies
  </Card>

  <Card title="Parcel Claim Policies" icon="box-taped" href="/fulfillment/claims/parcel-claim-policies">
    Detailed parcel claim policies and timelines
  </Card>

  <Card title="Freight Claims" icon="truck" href="/fulfillment/claims/freight-claims">
    Submitting claims for freight shipments
  </Card>

  <Card title="Adding Insurance to Orders" icon="shield-halved" href="/fulfillment/claims/adding-insurance">
    Add parcel and freight insurance coverage
  </Card>

  <Card title="Insuring Your Inventory" icon="warehouse" href="/fulfillment/claims/insuring-inventory">
    Protect stored merchandise with insurance
  </Card>

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