2.5. Reporting Damaged Shipments via FedEx

Last Updated 09/23/2024

Filing a Claim with FedEx

When a receiving library receives damaged shipments from FedEx, they should reach out to the sending library and share images and a shared item bucket containing the damaged items, which can be built from the Transit List (see instructions below).

The sending library will be responsible for submitting the damage claim.

FedEx Damage Claim

FedEx recommends filing any claims of damaged, lost, or missing items electronically via their website. Claims for damaged or missing contents must be done no later than 60 calendar days from the shipment date. Claims for undelivered or lost shipments must be filed within 9 months of the shipment date.

FedEx will notify you if your claim requires an inspection.

The sending library will be compensated up to $100. This compensation will be issued as a paper check.

The following links will assist you in filing a claim for damaged boxes/packages/materials:

Claims support and questions page: https://www.fedex.com/en-us/customer-support/claims.html#SingleClaim

Claims filing section: https://www.fedex.com/apps/onlineclaims/?locale=en_US - you will be asked to log in to your account first before proceeding.

Note: Since Cardinal does not have additional insurance on any packages sent out, the maximum amount of money issued for a claim will be $100.

Step-by-Step Instructions

Step 1: Complete the online claim form: Start a claim
- Enter your tracking/PRO number.
- Select your claim type.
- Complete the online claim form.

Step 2: Add supporting documentation now or after you file
Drag and drop documents from your computer to your claim. Supporting documents can include:
- Scan of FedEx® US Airbill, FedEx Ship Manager® printout, and/or FedEx Ground Pickup Record
- Photos of package and damaged contents (if applicable)
- Serial number(s) of damaged or lost merchandise
- Proof-of-value documentation, such as:
- Copy of original invoice from vendor/supplier
- Copy of retail invoice/receipt
- Final confirmation screen of an online order with proof of payment
- Itemized repair invoice or statement of non-repair
- Appraisal(s) - Expense statement

Step 3: Submit your online claim form
Review your information, submit the claim form, and print the case number page for your records.

Step 4: Schedule an inspection or conduct your own
FedEx will notify you if your claim requires an inspection. Maintain the shipment’s original packaging (including cartons and contents) for inspection and keep them until your claim is resolved.

You can conduct your own package inspections for FedEx Ground shipments in the U.S. with a declared value greater than $100 and less than $1,000. Simply download and complete the Inspection Report. Upload and attach any digital images of your shipment’s packaging and/or content to send with the inspection report. Submit online or email the completed report and images to the email address indicated on the form.

Step 5: Track the status of your claim
Log in to check the status of your claim online or to request email updates.
-Log in to FedEx Ground

Schedule reporting and view your claims report for FedEx Ground through FedEx Reporting.

Tips and Tricks

As noted above, claims for damaged or missing contents must be done no later than 60 calendar days from the shipment date.
Claims for undelivered or lost shipments must be filed within 9 months of the shipment date.
You will need your tracking number to submit a claim online.
You can file a claim and include supporting documentation, or add it later. Simply drag and drop documents from your desktop to your claim form. For damaged items, attach documentation such as proof of value (invoice or appraisal) and photos of the damage.
It is recommended to have the value of the damaged items on hand when you make the claim.
Scan/record the barcodes of the damaged items into a shared item bucket and/or spreadsheet for reference.
Keep the FedEx tracking number for the return on hand to refer to the claims case as it proceeds.

Transit List

From the Evergreen staff client interface, go to Admin>Local Admin>Transit List - this will show you what was sent from the sending library to the receiving library.

Informing the library system that sent the material of the damaged/lost material is recommended so that the owning system can mark the items that are known damaged/lost accordingly. You can select all of the items in the list and add to them to a shared item bucket to share with the receiving library and as reference for the sending library.

Example Transit List

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