Shipping Claims
Last updated April 24, 2025
📦 How to File a Shipping Claim with Parsel
At Parsel, we understand that shipping issues like loss, theft, or damage can be frustrating. That's why we've built a simple, carrier-aligned claims process to help protect your business and your customers when things go wrong.
🛠 What Is a Shipping Claim?
A shipping claim is a formal request for reimbursement when a package is lost, stolen, or arrives damaged. Parsel handles this process on your behalf with the carrier, following industry-standard practices used by USPS, UPS, OnTrac, and others.
🤔 Who is managing the claim?
Parsel will file the claim with the carrier on your behalf and advocate for the best possible outcome. While the final decision is made by the carrier, we’re here to support you throughout the process.
Please note that either Parsel or the carrier may reach out with additional questions or request supporting documents as your claim is reviewed.
For faster resolutions and added peace of mind, customers who purchase Parsel Resolve at the time of shipping are eligible for quicker payouts and full coverage of the item’s value.
✅ Claim Eligibility
Claims must be submitted by the seller. If you purchased shipping insurance outside of Parsel Resolve, please file your claim directly with that insurance provider.
To be eligible for a claim through Parsel:
- Your Parsel account must be in good standing
- The package must have been shipped through the Parsel platform
- At least 7 days must have passed since the shipment date
- All required documentation must be submitted within 30 days of the shipment date (15 days for OnTrac shipments)
Claims must be filed for one of the following reasons: Loss, Theft, or Damage
📝 What You’ll Need to Submit
To streamline your claim, be prepared to provide:
- Tracking number
- Merchant email address
- Claim type (Loss, Theft, or Damage)
- Claim amount
- Email evidence – Screenshot/photo of the customer's complaint
- Invoice – Proof of shipment with both buyer and seller listed
- Item description
- Package recipient's name
📌 For theft claims, one of the following is also required: Police report Screenshot from security footage Residential manager/property report
📲 How to File a Claim
You can submit a claim in just a few clicks:
- Open the Parsel app
- Go to the order in question
- Tap “Submit a Claim”
- Upload the required documentation and submit
Once submitted, our team will review and file the claim directly with the carrier on your behalf.
⏳ What Happens Next?
- Parsel will handle communication with the carrier
- Claims typically take between 2-4 weeks but can take up to 60 days to receive a response or resolution from the carrier
- You’ll be notified via email once a decision has been made
🔒 Optional: Add Insurance with Parsel Resolve
To better protect your shipments, you can purchase Parsel Resolve, our shipping insurance, at the time of label purchase.
Why it matters:
- With Parsel Resolve: You may be reimbursed for up to 100% of the cost of goods
- Without insurance: Claims are reimbursed at 60% of the retail value (Cost of Goods)
💳 Note on Claim Payouts
Approved shipping claims will be issued in the form of Parsel credit, which can be applied toward any open or future Parsel invoices. ⚠️ Credits cannot be applied to past invoices.