This article will detail the process for FedEx loss and damage claims

Steps to take when my FedEx freight is lost or damaged

If you work in the logistics space, chances are you need to know a thing or two about freight claims. If goods are lost or damaged during transit, it’s helpful to know who’s responsible, the required next steps and what measures can be taken to prevent loss or damage. This article will detail the process for FedEx loss and damage claims.

Shipper’s responsibilities for FedEx freight

Naturally, the burden to prevent loss and damage often falls on the one preparing and sending the freight out. The shipper is primarily responsible for correct packaging, proper markings on the packaging and accurate description on the shipping papers. All current tariff rules and shipping regulations must be followed to prevent loss and damage during transit. FedEx often credits faulty packaging as one of the main reasons for damage. Following their guidelines is critical to ensure a refund is received.

There are a few ways a shipper may become aware of a damaged shipment.

  • The receiver rejects the shipment and it arrives back at the ship from location.
  • The receiver accepts the shipment and contacts the shipper to initiate resolution.
  • The receiver never receives the shipment and contacts the shipper to initiate resolution.

Related: The do’s and don’ts of shipping FedEx freight


Recipient’s responsibilities for FedEx freight

The person receiving the freight must be immediately aware when something is amiss. The recipient must diligently notice and document any loss or damage on the delivery receipt at the time of delivery. Don’t sign off on the Bill of Lading before checking for damage, concealed damage or missing items. FedEx breaks down loss and damage into two categories include visible loss or damage and concealed loss and damage.

Pro tip: As the goods are being unloaded be sure to check the labels on handling units to ensure all items are there. Any shortages should be noted on the delivery receipt for signing.

Visible Loss or Damage

Like the name suggests, visible loss or damage is noticeable at the time of delivery and should be noted in detail on the delivery receipt. The more specific you can be, the more support you give to the claim. FedEx can easily deny a claim that has a vague term such as “box damaged.” A better example would be “5 or 20 ketchup bottles damaged in 1 carton.” Avoid being too generic on the delivery receipt.

Concealed Loss or Damage

There are times when the damage could not have been determined during the preliminary inspection upon delivery. In these instances, the damage must be reported to FedEx within 21 days of delivery and are handled based on individual merits. If FedEx waives inspection, the recipient must perform the inspection and record the information required by FedEx to complete the claim. Notice of loss or damage and a request for inspection may be given by telephone or in person. In either event, it still must be confirmed in writing.

Pro tip: Claims for concealed loss and visible or concealed damage must be reported within 21 calendar days and all supporting documentation filed within 9 months from the delivery date.

FedEx freight claim filing instructions

According to the Bill of Lading terms and conditions, the shipper has nine months from the date of expected delivery to file a claim for lost or damaged goods. Until FedEx itself receives the claim, it cannot be considered as a filed claim.

Options available when filing a claim for lost or damaged goods

Registered users of FedEx Freight My Account may file claims online and scan or attach documents electronically.
You may request blank claim forms from any of our offices or use the online claim form. Upon completion, the shipper may send the forms via fax, mail or email. You can use FedEx® Claims Online to submit claims for FedEx Express, FedEx Ground, and FedEx Freight for U.S. domestic shipments, U.S. shipments to other countries and Canada shipments to the U.S.

Required information for FedEx freight loss and damage claim

  • The freight bill number
  • Description of loss and/or damage
  • The dollar amount being claimed and declared value amount
  • Contact information for both shipper and receiver
  • Claimant information
  • A copy of the original vendor invoice (original invoice issued for the merchandise shipped)
  • Photographs of damage (if applicable)

The following information may also be necessary at times.

  • An explanation of why merchandise cannot be repaired or retained with an allowance as well as a contact name and telephone number to arrange salvage pickup of merchandise claimed as a total loss.
  • A breakdown of the labor and itemized detail of the claimant’s cost of parts if merchandise has been repaired.
  • The weight of the merchandise claimed if it is released value freight, or subject to maximum liability limitations.

Complete claims not only get processed and resolved faster, but it cuts down on the back and forth between you and FedEx.

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