Short answer
A lost package claim is a formal request to a carrier, or to a shipping insurance provider, for compensation when a parcel disappears in transit or never reaches the recipient. The shipper, usually the store, files it with the tracking number, proof of value and a description of the contents.Carriers have rules about when a parcel counts as lost. Most require waiting a set number of days after the expected delivery date, and each has its own deadline for filing, its own coverage limit and its own proof requirements. UPS, FedEx and USPS all handle claims differently, and a third-party shipping app or insurance product may have its own process on top.
The claim is between the store and the carrier. The customer's problem is simpler: they paid for a candle set on order #1077 and it has not arrived. Waiting for a claim to settle before helping them turns a carrier failure into a store failure. Most stores reship or refund once the parcel is confirmed lost, then recover the cost through the claim in the background.
The mistake to avoid is asking the customer to chase the carrier. They did not buy anything from the carrier. Telling them to "contact UPS" sends a frustrated person to a company that will send them back to the store.
Lost package claim steps for a store
| Step | What happens |
|---|---|
| Confirm it is lost | tracking stalled past the carrier's waiting period |
| Take care of the customer | reship or refund under the store policy |
| File the claim | with the carrier or insurer, inside their deadline |
| Attach proof | tracking number, invoice value, contents |
| Record the outcome | paid, denied, or partially paid |
Aide pulls carrier scans straight from UPS and FedEx as well as Shopify, which is how it tells a slow parcel from a stopped one. The customer gets the actual last scan, not a guess. Once a parcel looks lost, the conversation moves to a teammate along with its tracking history, and that teammate can ship a no-charge replacement to the original address without leaving the conversation. Money back, if the policy calls for it, is approved by a person first. A lost in transit reply template shows how to word the first message.