At ODF, we understand that shipping issues can happen, and we’re here to help you navigate USPS claims efficiently. This guide outlines the types of claims we can assist with, what steps you or your customer may need to take, and how ODF supports you throughout the process.
Important: As our client, you are responsible for communicating directly with your customers. ODF will assist with claims submission and follow-up with USPS, but any documentation or reports from customers should be forwarded to us to move the process forward.
Sometimes a package may appear lost or experience delays during transit. Here’s how these situations are typically handled:
What you can do:
Wait up to 10 calendar days (excluding Sundays and holidays) from the shipment date, as carrier system updates can occasionally lag.
What your customer can do:
Usually nothing is needed at this stage—just patience while tracking updates.
Next steps:
After 10 days with no tracking updates, you can request a reshipment or refund.
Reshipment: ODF can send a replacement package at no additional cost.
Refund: A full credit (product + shipping) will be applied to your next invoice.
Note: You can choose to reship before the 10-day period, but the cost will be added to your weekly invoice. Credits are only issued after the 10-day waiting period if tracking shows no movement.
What you can do:
ODF can submit a USPS claim to investigate delays or missing packages.
What your customer can do:
Generally, no action is required while the claim is in process.
Next steps:
Depending on USPS’s findings, ODF will work with you to either reship the order or issue a refund.
Reminder: All customer communication should be handled by you. If you choose to reship before the claim is resolved, the order reshipment will be added to your next weekly invoice.
If a package arrives damaged due to carrier mishandling, USPS requires an inspection report to process a claim.
What your customer should do:
Take the package (with all original packaging, wrapping, and contents) to their local USPS office.
Reference the tracking number with the USPS representative:
“This inspection is for the claim associated with tracking number [insert tracking number].”
The inspection should be completed within 20 days of delivery.
Send the USPS inspection report reference number to you.
What you should do:
Forward the inspection report to ODF so we can submit the claim to USPS.
Optional:
If the customer is unable to visit USPS, you can handle the inspection directly. However, having the customer handle it is usually faster due to the shorter time window of 20 days.
Claim Outcome:
Once approved, ODF will issue a credit for the product cost and shipping (or replacement order if already reshipped).
Instructions We Provide Clients:
Hello [Customer Name],
To file a claim for damaged or missing items, USPS requires an inspection report. Without this, the claim may be denied.
Please bring the package and all contents to your local USPS office, referencing tracking number [insert tracking number]. The inspection must be completed within 20 days of delivery.
Once complete, please email the USPS inspection report reference number to [Your Email], who will forward it to ODF.
If visiting USPS isn’t possible, you may provide the package to your client to handle the inspection directly.
Thank you,
[Your Team]
While rare, stolen packages may occur.
What your customer should do:
File a local police report.
What you should do:
Forward the police report number to ODF for potential USPS claim submission.
Please Note:
USPS procedures for these situations may change. These instructions are subject to updates based on USPS policies or ODF’s ongoing experience with these claims.
You may choose to reship orders at any time for USPS delays or issues.
Credits for claims will only be issued after a USPS approval of the claim.
ODF can submit inquiries to USPS for packages thought to be lost but potentially misplaced (e.g., mailroom or wrong mailbox).
All communication with your customers should be handled by you, with documentation forwarded to ODF as needed.