If a shipment is lost or damaged, start a claim with the carrier or the provider that sold the label's coverage. Eligibility, deadlines, and required documents depend on the carrier, service, and shipping account. Keep the tracking number, proof of value, and any photos and packaging until the claim is resolved.
ShipHero Support does not file, manage, or decide carrier claims; you must partner with the carrier or the provider that supplied the label's coverage. For labels or protection bought through Shippo or Sendcloud, use that platform's claim instructions first.
Carrier claim policies and filing links
Use the carrier that appears on the shipment label. Each link opens the carrier's claim instructions, claim form, or support entry point. Filing and payment rights can differ by service, country, and coverage.
| Carrier | Claim policy | Carrier's claim page |
|---|---|---|
| APC Postal Logistics | Recipients can contact APC support, while the shipper should confirm the claim route and who receives payment under its account. | APC support form |
| Asendia USA | The retailer or account holder files the claim, so recipients should contact the retailer about any payment. | Asendia parcel support |
| Australia Post | The sender or recipient may claim for eligible domestic mail, though business contracts may differ. Australia Post usually pays the sender for loss and the recipient for damage or missing contents. | Australia Post compensation |
| Canada Post | Either party can open an inquiry, but only the sender can make the payment claim and receive compensation. | Canada Post claims |
| DHL eCommerce | The shipper files through DHL Vantage, so recipients should contact the shipper. Payment is handled with the shipper under the coverage terms. | DHL eCommerce claims |
| DHL Express | The shipper, recipient, or a third party may submit the US claim form. DHL confirms who is paid based on the approved claim rights. | DHL Express claim form (PDF) |
| DPD UK | The account holder reports the loss or damage and should confirm the payee under its DPD terms. | DPD UK support |
| FedEx | The shipper or recipient may file, subject to the shipment terms. FedEx pays the approved claimant by check or electronic transfer. | FedEx claims |
| GLS | The person who can claim and receive payment depends on the GLS country and service. Recipients should contact the sender and check the origin-country terms. | GLS contact by country |
| OnTrac | The shipper files the claim and handles any payment with OnTrac, so recipients should contact the shipper. | OnTrac claim instructions |
| Purolator | Shippers, recipients, and other requestors may file a claim. Purolator confirms who receives payment during settlement. | Purolator claims |
| Royal Mail | For eligible retail mail, either sender or recipient may claim, but only one is paid; the sender has priority if both file. Business account claims follow the account terms. | Royal Mail business claims |
| StarTrack | When Transit Warranty applies, the freight payer files the claim and receives any approved payment. | StarTrack Transit Warranty claim |
| UPS | Either the shipper or recipient may file, but UPS sends claim payment to the shipper. | UPS claims |
| USPS | For eligible insured domestic mail, either sender or recipient may claim. USPS pays the approved claimant; if both file, the first approved claim is paid. | USPS domestic claims |
Pro-Tip
Use the ShipHero MCP with an AI assistant to review shipment history for packages that may qualify for a carrier claim. The assistant can gather shipment and order details from ShipHero and help prepare the claim form. Check the carrier’s coverage and filing requirements, review all details for accuracy, and submit the claim through the carrier or coverage provider. For setup steps, see the ShipHero MCP setup documentation.