When a package is lost, damaged, delivered to the wrong address or affected by another delivery problem, the next step depends on how the shipment was covered. Before you start a claim, review FIN-N-1458. That article explains how insurance works in Descartes Finale Inventory™.
This distinction matters because the claim path is different when you use ShipRush Total Shipping Protection through XCover.com, compared with basic or extended carrier coverage. If the shipment uses carrier coverage, you generally work with the carrier directly. If the shipment uses ShipRush Total Shipping Protection, you follow the ShipRush and XCover process instead.
Understanding Common Claim Scenarios
Claim situations usually fall into a few common categories. The package may be lost in transit, delivered with visible damage, delivered but missing contents, marked as delivered to the wrong address or affected by another carrier service issue. The exact documents and timing can vary by carrier, but the first step is always to confirm which coverage applies to the shipment.
Use the previous insurance article to confirm whether the shipment stayed on the carrier's included coverage, had an added insured amount with the carrier or used ShipRush Total Shipping Protection. Once you know that, you can follow the correct claim path and avoid delays.
Regular Disputes with Carriers
If your shipment uses the carrier's basic coverage or added carrier insurance, contact the carrier directly to start the claim or dispute. Each carrier has its own process, deadlines and documentation requirements, so it is important to review the carrier instructions before you submit anything.
DHL - the claim process depends on the DHL service used. For DHL Express, see DHL Express claims and value protection. For DHL eCommerce, see DHL eCommerce shipment value protection.
If you use another carrier, look up that carrier's claim instructions and follow its published process for lost, damaged or misdelivered shipments.
When you contact a carrier, be prepared to provide the tracking number, shipment details, proof of value and any photos or supporting documents the carrier requests. Filing requirements vary, so follow the carrier instructions for timelines, packaging retention and claim status updates.
ShipRush Total Shipping Protection
ShipRush Total Shipping Protection is a coverage option available through ShipRush and powered by its insurance partner XCover.com. This is different from carrier coverage. When a shipment uses ShipRush Total Shipping Protection, the claim should follow the ShipRush and XCover process rather than the carrier's standard claim process.
For an overview of how this works and how it can speed up the experience, review Faster Claims With Total Shipping Protection. You should use this process when the shipment was covered through ShipRush Total Shipping Protection instead of the carrier's own insurance handling.
Note: Always confirm which coverage applied to the shipment before you file a claim. Using the wrong process can slow down resolution.
Final Considerations
Before you decide how to insure a shipment or how to respond to a delivery problem, go back to FIN-N-1458. That article explains when it makes sense to stay with carrier basic coverage and when it makes sense to enter a specific insured amount.
It also explains an important pricing difference. When insurance stays with the carrier, the cost is part of the carrier rate and may not change unless the insured amount exceeds the carrier's included coverage. When you use ShipRush Total Shipping Protection through XCover.com, the insurance charge is added to the shipping rate by ShipRush. Reviewing that article first will help you choose the right coverage before a shipment goes out and use the correct claim process if something goes wrong later.