Carrier Claims

Intro

Carrier Claims watches labels you already bought on FedEx and UPS, finds deliveries that missed the carrier's commit, and keeps a record of what you filed and recovered. The buyer never sees it — there is no Shopify extension and nothing at checkout.

ShipManta does not log into FedEx or UPS for you, scrape Billing Center, or pretend a claim was accepted. Filing is still:

• FedEx: Billing Online invoice adjustment (or 1-800-GoFedEx → billing). Window: 15 calendar days from invoice date (or ship date if card/prepaid).
• UPS: Billing Center → Dispute & Refund History (Guaranteed Service Refund). Window: 15 calendar days from scheduled delivery.

Purpose

• See every late Priority Overnight / 2Day / Next Day Air label while the window is still open
• Export tracking, promised vs actual, service, and charged amount for the Billing Center
• Mark claims filed, recovered, skipped, or denied so the team knows what came back

What is inside

Eligibility (v1)

A row becomes an open claim when all of these are true:

• The label was bought here (active tracking + carrier account + cost)
• The service is on your claimable list (overnight and 2-day services; not Ground / Home Delivery)
• Track says Delivered
• Actual delivery is 60+ seconds after the carrier commit / standard transit window
• Still inside the 15-day file window from ship date
• Not already skipped, filed, recovered, or denied

Hard exclusions from track (weather, incorrect address, recipient refused / not in, money-back suspended) are stored as Skipped. Everything else stays open for you to decide.

Default claimable services:

• FedEx: Priority Overnight, Standard Overnight, 2Day, 2Day AM, First Overnight, International Priority
• UPS: Next Day Air, Next Day Air Saver, Next Day Air Early, 2nd Day Air, 2nd Day Air A.M.

Set up Carrier Claims

1. Open Apps → Carrier Claims → Settings.
2. Under Claimable services, press Select services: choose FedEx or UPS, tick the services to scan (or clear a carrier), then Apply. Defaults cover overnight and 2-day services only.
3. Turn on Enable Carrier Claims and Auto-scan, then Save.
4. Open Claims and press Scan now for the last two weeks (the same idea as the old FedEx report Show button).

Auto-scan runs during the day (05:00–21:00 store time) in small batches. It is not retroactive beyond the lookback window (~18 days). Loss/damage claims and invoice weight disputes are out of scope.

Find the rows you want

• Status tabs (Open, Filed, Recovered, Denied, Skipped, All) show a live count. The four cards above the table are shortcuts: click Open or Filed to jump to that tab; Recovered opens the report.
• Carrier narrows to FedEx or UPS. Service then lists only that carrier's services that actually have claims, with a count next to each.
• Search matches tracking number, shipment label, service code, or carrier confirmation number.
• Clear resets carrier, service, and search. Export respects the current filters, so "Export list" on UPS → Next Day Air downloads only those rows.

File a claim

1. On Open, select the rows (or export the whole list).
2. Export downloads a CSV: tracking, ship date, promised, actual, service, charged amount, account.
3. Open Billing on the row (FedEx Billing Online or UPS Billing Center) and file the money-back / GSR request there.
4. Mark filed (optional carrier confirmation number).
5. When the credit posts, Record credit with the amount — or Mark denied.
6. Skipped or denied by mistake? Open the row menu (⋯) and Reopen.

Every row has a ⋯ menu with the actions for its status, and bulk buttons appear above the table when you tick several rows.

There is no "Submit to FedEx" button. The export plus the Billing Center link is the file step.

Who can use it

• Plan: Carrier Claims is included on Pro and Enterprise. On Basic the app shows an Upgrade badge.
• Permissions: View carrier claims to see the inbox and recovered totals; Manage carrier claims to scan, skip, file, and record credits. Admins have both; Manager and Staff get view by default.
• AI assistants: carrier_claims_list (filter by status, carrier, service, or search) and carrier_claims_explain (why open / why skipped). carrier_claims_scan and carrier_claims_update need confirmation and never file with the carrier.

Troubleshooting

Related

• Apps → Rate Shopper — what you paid for the label
• Shipments → Labels & rates — where labels are bought
• Shipments → Delivery status — track progress until delivered (not money-back claims)
• Account → Profile & billing — which plans include the app