How to File a Claim
New! Claims can now be filed directly in the product. Under Order Management > Returns, select the return with the lost, stolen, or damaged package.
1. The process varies a bit between claims for return shipments vs outbound shipments.
For return shipments:
Go to the return order
Click the three dots and select "File a carrier claim"
Select the reason for the claim
Track its status under Claims > Carrier Claims
For outbound shipments:
Go to the Shipments tab
Click the Print label dropdown
Select "Submit carrier claim request"
Choose a reason and monitor progress under Claims > Carrier Claims
2. Select a reason for filing the carrier claim:
3. If you select "Damaged", you'll be required to input an image. The shipping carriers require a photo of damaged items to approve a claim.
4. Submit the claim. Once submitted, Redo will take care of filing the claim with the carrier and update the status as we hear back from them.
5. You can manage any outstanding claims under Order Management > Claims > Carrier Claims.
6. If the carrier approves the claim:
Returns: Redo will credit the approved amount to your invoice (Settings > Invoices).
Outbound packages: Redo will credit the approved amount to your label balance (Settings > Order Fulfillment > Balance).
What to Expect
Timeline: Carrier claims can take 3–6 weeks to process. If you'd like an update, reach out to Redo after that period and we’ll check the status for you.
Coverage: By default, the carrier covers up to $100 in value plus shipping. If additional insurance was purchased, that increases the amount covered.
Frequently Asked Questions
Who files the claim?
Redo handles the claim filing process for you.When is the claim filed?
As soon as the required details are submitted in the Redo product.How do I get updates?
Contact Redo after 3–6 weeks for a status update.Is the full package value refunded?
The carrier covers $100 plus shipping unless additional insurance was purchased with the label.Are there any circumstances in which Redo will not file a claim?
Redo will file carrier claims for any label we provide, both in our Returns product and our Order Fulfillment product. We cannot file claims for labels you purchased through other providers.
This process is designed to minimize your effort and help resolve delivery issues quickly and efficiently. If you have any other questions, don’t hesitate to reach out to the Redo support team.