Loss, Damage, and Claims

*Orders shipped from the US to end destinations within Hawaii, Puerto Rico, and the Virgin Islands will follow the domestic policies for tracking requirements.

**For orders shipped via Amazon Shipping: Amazon will automatically cancel the order’s shipping label if it does not receive initial carrier tracking scans within 10 days of the label being printed (as shown in the screenshot below). If this occurs, you can immediately file a lost in transit claim with Jetpack's Merchant Care team only after providing your customer with either a refund or reshipment in Amazon Seller Central (per Amazon's requirement).

*** If an order is lost in transit and is addressed to an army post office (APO), British Forces post office (BFPO), fleet post office (FPO), or Department of State overseas office (DPO), it will follow our tracking requirement for international orders in the chart above.

Submitting Lost in Transit Claims in the Jetpack Dashboard

Note: If your order is eligible for a lost in transit claim, there are 2 avenues: the automated process and the more manual claim submission tool (read on to learn the differences).

When submitting lost in transit claims via the Jetpack dashboard:

• Orders that can be processed automatically will receive a credit within 1-2 minutes (which will appear on the Billing Overview page).
  • Orders that qualify for automatic reimbursement must meet all of the requirements below:    
    • The order qualifies for a lost in transit or no carrier tracking claim.  
    • The order was imported from either Jetpack's Shopify or WooCommerce integrations. TikTok Shop orders imported using the Shopify integration are eligible for automatic reimbursement.  
    • The order was shipped using an eligible carrier.  
• Most of Jetpack's carriers are eligible for automatic reimbursement, except for the following: Evri, CDL, and Royal Mail    

• Orders that must be processed manually will utilize Jetpack's claim submission tool to provide the required information.  After submitting the form, our dedicated claims team will update you on the status of your submission.

While submitting a claim in the Jetpack dashboard, we will route you to the appropriate method (automated or manual).

From the order details page:  

1. Click the Actions button.  Additional menu options will appear.  

2. Select Submit Lost Order Claim.

If the order qualifies for automatic reimbursement, you will either receive a successful or unsuccessful message, along with an email to provide further insight into the outcome.  If the order does not qualify for automatic reimbursement, you will be redirected to Jetpack's claim submission tool. Expand this section to review the steps.  

Additional notes:

• Applicable for orders eligible for automatic reimbursement: If the claim was successful, your account will automatically receive a credit within 1-2 minutes and appear on the Billing Overview page. You will also receive an email (similar to the screenshot below), containing the following information:  
  • The order's Shipment ID (as it appears in the Jetpack dashboard)  
  • The order's carrier tracking ID (as it appears in the Jetpack dashboard)  
  • The credit value reimbursed for the order  
    

• For orders eligible for automatic reimbursement, if the claim was unsuccessful, you will receive an email (similar to the screenshot below) containing the following information:  
  • The order's Shipment ID (as it appears in the Jetpack dashboard)  
  • The order's carrier tracking ID (as it appears in the Jetpack dashboard)  
  • The reason the claim request was denied  
    • Claims are denied when they do not meet our policies per Jetpack's claim policies above.  
    • 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).
      • A misdelivery occurs when the order is delivered to the wrong location (e.g., the order is in another country as stated in the carrier tracking, the proof of delivery shows the order in a trash bin, etc.)
      • You do not need to wait a minimum number of days before you can file a claim for misdeliveries.
        • You can file a claim as soon as you are aware of the misdelivery.
        • All misdelivery claims must be submitted to Jetpack within 30 days of the delivery date (per the carrier tracking).
        • Any claims submitted after the 30 days of the order's delivery date (per the carrier tracking) will not be valid for processing or reimbursement (due to limitations on when claims are accepted for approval by carriers).
    • Jetpack cannot file lost in transit claims or offer refunds for international orders once they arrive in their destination country.
      • For example, if the order is traveling from the US to a location within the UK, we cannot file a claim once it receives a scan indicating it is in the UK.  
      • A couple carrier tracking updates that indicate a package has arrived in its destination country include (but are not limited to): "Arrival in Destination Country" and "Package arrived at international carrier."
      • Jetpack will not file lost in transit claims or offer refunds for orders marked as "Returned to Sender (RTS)" unless you insure the order in the Jetpack dashboard.  
  • The link to AfterShip so you can review the order's status further.
    • To ensure we have accurate data, Jetpack will review the order's delivery status in the Jetpack dashboard as well as in Aftership.  

FAQs

• Why do I need to do anything for lost in transit orders that are eligible for automatic reimbursement?  
  • Jetpack wants to avoid crediting an order in the event that the carrier missed a tracking scan, which is required to update the carrier tracking page. We find this happens often, so we aim to do our due diligence.  
• Why do you only support automatic reimbursement for lost orders imported from Shopify or WooCommerce?  
  • These platforms save order values in a way that allows for the Jetpack dashboard to retrieve this data easily. If we have the order values from an ecommerce platform, we can calculate the credit value.  
  • Jetpack plans to add support for more platforms in the future.
• What are some reasons that would cause my lost in transit claim to be denied?
  • Claims are denied when they do not meet our policies per Jetpack's Lost & Damaged in Transit Parcel Claim Policies section above.
  • A few explanations for denied lost in transit claim include (but are not limited to):
    • The order is delivered as stated in 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).
    • The order was in transit to an international location and 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.  
      • A couple carrier tracking updates that indicate a package has arrived in its destination country include (but are not limited to): "Arrival in Destination Country" and "Package arrived at international carrier."
    • The order was Returned to Sender (RTS) by the carrier.
      • Jetpack will not file lost in transit claims or offer refunds for orders marked as "Returned to Sender (RTS)" unless you insure the order in the Jetpack dashboard.    
      • Once the RTS order is delivered to the Jetpack fulfillment center, it will be processed within 10 business days.  
      • Click here to learn more about returns at Jetpack
• My customer's order was delivered, but there was a misdelivery. Can I still file a lost in transit claim even though the tracking states it was delivered?
  • Yes, you must contact Jetpack's Merchant Care team, providing the following information:
    • The shipment ID of the affected order
    • The proof of a misdelivery
    • A few examples that qualify as proof of misdelivery include (but are not limited to):
      • 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.