Even with the most reliable logistics, issues can occasionally arise: a package is damaged in transit, part of the product goes missing, or the shipment is lost entirely. In such cases, the seller has the right to file a claim—a formal request for compensation from the carrier. To secure a payout, it is crucial to understand the proper procedures, deadlines, and required documentation. This guide compiles everything you need to know about claims and shipment insurance for international deliveries from Ukraine.

Types of Claims

A claim is submitted to the carrier in three primary scenarios: product damage, total loss of the product, or partial damage/shortage (when a portion of the contents is missing or spoiled). Before filing a claim, it is highly recommended to message the SkladUSA support chat. Our specialists will review the information and advise whether it makes sense to submit a claim immediately or if the issue can be resolved through alternative means.

USPS Claims

Claims with USPS can be opened relatively quickly. A common scenario involves tracking numbers failing to update immediately after dispatch. If the tracking status does not update for more than seven business days, a claim can be initiated immediately, which will be processed as compensation from the service.

The review process for USPS claims takes up to 30 days, and payouts are typically issued swiftly. If additional insurance was purchased, the sender immediately receives the declared value of the goods. Without additional insurance, the payout is strictly capped at approximately $100.

FedEx Express Claims

With FedEx Express, the rules are much stricter, particularly regarding damage. A timely response from the recipient is absolutely critical here:

• Hand Delivery: The recipient must inspect the goods in the presence of the courier upon delivery and submit a report directly to the courier.
• Doorstep Delivery: The recipient must inspect the package immediately, contact FedEx directly to report the issue, and then notify the seller. The seller then informs the service, which initiates the claim from its side.

The deadline for filing a FedEx Express claim is up to 21 calendar days. However, if the recipient fails to report the damage immediately upon delivery, the likelihood of the claim being accepted at all is extremely low—even if the application is submitted the very next day.

Sellers should prepare for a lengthy process. The review of FedEx claims takes up to 30 days. Once the compensation is approved, it takes about another two months for the funds to actually arrive. If a claim is denied, the service immediately files an appeal, which adds another 30 days to the timeline. Additionally, the service always requests a refund for the shipping costs, though this final decision remains entirely at the carrier's discretion.

Documents Required for a Claim

The speed of the review directly depends on providing a complete set of documents. Ensure the following are uploaded into the system immediately:

• Marketplace Invoice: This must be the actual invoice issued by Etsy or another platform, not a simple order screenshot. Note that some marketplaces do not allow invoice downloads; this should be managed in advance.
• Recipient's Statement Screenshot: Required if a refund has already been issued to the customer.
• Photos of the Damage: This must include clear photos of the outer box (preferably with the shipping label fully visible) as well as photos of the damaged item itself.
• Correspondence Screenshot: A screenshot of the messages with the recipient confirming the buyer's complaint.

Uploading all these documents at once significantly accelerates the resolution, as the service will have all necessary information without needing additional follow-ups.

Insurance: Two Levels of Protection

There are two distinct types of shipment insurance, and understanding the difference helps protect your revenue when shipping high-value items:

1. Basic Service Insurance: This is automatically applied to every consolidation order and shipments dispatched from the warehouse. It costs 20 cents, which is deducted alongside the shipping fees, and covers up to $100 of the product's value.
2. Additional Carrier Insurance: This covers the full declared value of the item. It must be manually selected when creating the order, especially if the item is worth more than $200.

Why this matters (Example): If an item is worth $200 but only basic insurance is selected, the maximum recovery in the event of a total loss is roughly $100—meaning you lose half the value. Therefore, for shipments valued over $200, additional carrier insurance is almost always financially justified. Furthermore, with FedEx Express, payouts without additional insurance are calculated using the carrier's internal formula based on the package weight, which can result in negligible compensation for lightweight items.

How to Reduce the Risk of Claims

The best claim is the one you never have to file. Here are several practical recommendations to significantly lower the risk of damage and unexpected carrier charges:

• Pack your shipments securely: Poor packaging is the leading cause of transit damage and subsequent claims.
• Do not undervalue the item: Customs authorities may revalue the goods and issue a higher tax bill, making it far more expensive in the long run.
• Check the destination country's customs thresholds: For instance, Canada's customs threshold is low (around 20 CAD), while certain Latin American nations (such as Mexico) strictly prohibit the import of specific categories, like footwear.
• Take photos with measurements: Photograph the package on a scale and next to a ruler. If a carrier re-weighs the package and issues a discrepancy bill, disputing it without photographic proof is extremely difficult.
• Opt for additional insurance for any items valued over $200.
• Contact support before submitting a claim to save time and ensure you have compiled the correct documentation package.

Claims and insurance may not be the most pleasant aspect of international e-commerce, but they are a vital component of managing international shipping. Knowing the distinct workflows for USPS and FedEx Express, securing a prompt response from the buyer, submitting a flawless document package, and choosing the right insurance tier will vastly improve your chances of compensation and minimize payout delays.