Overview
Lost shipments are rare but can happen with any carrier. This article explains carrier compensation policies and how to reship a customer’s order using FlavorCloud.
Who pays for lost shipments?
- Some carriers provide automatic coverage up to a specific value.
- Compensation depends on the carrier and service level used.
- Claims must be filed directly with the carrier, and resolution may take time.
Reshipping a lost order
If an order is confirmed lost and you want to resend the items:
- In your ecommerce platform, duplicate the original order to create a replacement order.
- Adjust the order so the customer is not charged again.
- Fulfill the replacement order through FlavorCloud as a new shipment.
Important: Carriers treat the replacement as a new order. Standard shipping fees apply, even if the original was lost.
FAQs
Can FlavorCloud waive shipping fees for reshipments?
No. Because carriers process the replacement as a new shipment, all applicable fees still apply.
How long do carrier loss claims take?
This varies by carrier. Some resolve within weeks, while others may take longer. FlavorCloud recommends proactive reshipment if customer satisfaction is at risk.
What if I want to cover the cost for the customer?
Most merchants duplicate the order in their store and set the price to zero to ensure the customer isn’t charged again, while absorbing the shipping cost.
