FedEx Lost FBM Package – Amazon Created Label, But FedEx Won’t Accept My Claim
Hi fellow sellers and Amazon team,
I’m facing an issue with an FBM order where Amazon created the shipping label for FedEx, but the package was unfortunately lost during transit.
Here’s what happened: I fulfilled an FBM order and purchased the FedEx shipping label directly through Amazon Buy Shipping. The package was lost by FedEx, and I had to refund the customer to maintain good account health.
When I tried to file a claim with FedEx, they told me that I’m not the creator of the shipping label, so I’m not authorized to file a claim.They advised that only Amazon (the label creator) can submit the claim.
When I contacted Amazon Seller Support, they told me that I need to file the claim with FedEx myself.
So I’m stuck in a loop:
FedEx says Amazon has to file the claim, and Amazon says I have to go to FedEx.
This doesn’t seem fair to sellers, especially since we’re required to refund the customer but aren’t able to claim the carrier’s liability for a lost package.
Has anyone faced this issue before?
How did you resolve it?
And Amazon team – could you please clarify how we’re supposed to handle such cases when Amazon is the party that created the shipping label?
FedEx Lost FBM Package – Amazon Created Label, But FedEx Won’t Accept My Claim
Hi fellow sellers and Amazon team,
I’m facing an issue with an FBM order where Amazon created the shipping label for FedEx, but the package was unfortunately lost during transit.
Here’s what happened: I fulfilled an FBM order and purchased the FedEx shipping label directly through Amazon Buy Shipping. The package was lost by FedEx, and I had to refund the customer to maintain good account health.
When I tried to file a claim with FedEx, they told me that I’m not the creator of the shipping label, so I’m not authorized to file a claim.They advised that only Amazon (the label creator) can submit the claim.
When I contacted Amazon Seller Support, they told me that I need to file the claim with FedEx myself.
So I’m stuck in a loop:
FedEx says Amazon has to file the claim, and Amazon says I have to go to FedEx.
This doesn’t seem fair to sellers, especially since we’re required to refund the customer but aren’t able to claim the carrier’s liability for a lost package.
Has anyone faced this issue before?
How did you resolve it?
And Amazon team – could you please clarify how we’re supposed to handle such cases when Amazon is the party that created the shipping label?
1 reply
KJ_Amazon
Hello @Seller_kio2UIHBbwBXP
To file a claim with FedEx for a lost or damaged package, go to FedEx Claims Online.
If your package was Ground Economy, go to Ground Economy-specific claims resources for more information.
If this process is still unsuccessful, please file a support case and include any FedEx contact/agent info for review.
