Billing, Claims, Return to Sender

💳 Billing, Claims & Return to Sender

This guide outlines everything you need to know about Billing policies, Filing claims, and Return to Sender procedures with ShipX.

💼 Billing

Invoices are generated based on the terms negotiated during your contract stage. Here’s how our billing system works:

📅 Invoice Frequency

Weekly or Monthly based on your agreement.

🧾 Invoice Event Options

On Label Creation: Invoice is triggered when a label is generated.
On Receipt: Invoice is generated when the carrier receives the package.
On Delivery: Invoice is created only when the package is delivered.

📌 Contact your account manager if you’re unsure which event applies to your account.

🛠️ Claims

We offer protection for eligible issues during shipping. Here’s what we do and don’t cover:

✅ What We Cover

Lost – Package not delivered after 7 days
Not Received – Marked delivered, but customer didn’t get it
Damaged – Item arrived broken

❌ What We Don’t Cover

Restricted or prohibited items
Incorrect or incomplete addresses
Poor or inadequate packaging
Natural disasters
Major disruptions (e.g. regional shutdowns)

📝 How to File a Claim

Please email claims@shipx.com or fill out the support form with the following details:

Tracking Number
Date of Shipment
Claim Type (include photos if damaged)
Item Value (invoice preferred, or we’ll estimate)

🔎 What We Do

Review your claim within X business days
If approved, credit up to $X depending on the issue
Credit is applied to your next invoice

🚨 Important: We recommend insuring high-value items through a third-party provider for full protection.

📦 Return to Sender

A shipment is marked “Return to Sender” when it can’t be delivered due to one of the following reasons:

Invalid Address: The address is incorrect or incomplete
No One Available: Repeated failed delivery attempts
No Safe Place: Nowhere secure to leave the package
Inaccessible Location: Gated entry, locked building, etc.
Refused by Recipient: Customer declines the delivery

🔄 What Happens Next?

If a delivery fails, the carrier will attempt to contact ShipX Support for further instructions. If unresolved, the package is returned to the Return to Sender address on file.

🧭 Make sure your return address is up to date in your profile to avoid additional delays or fees.

📬 Need More Help?

If you have any questions about billing, filing a claim, or a returned package:

Contact Support here
For claims, use claims@shipx.com
Please include your Tracking Number or Order ID when reaching out