Claims and package protection
Carrier claims and package protection, for Canadian brands.
When a parcel is lost, damaged, or marked delivered but never arrives, someone has to file a claim with the right proof before the deadline. Here's how claims work, what package protection adds, and how Logentic handles both.
Updated
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Sample data
The basics
Three ways to get money back on a bad delivery.
Carrier claims
A request to the carrier to pay for a parcel it lost or damaged. Each carrier sets its own deadline, the proof it wants and how much it pays.Late-delivery refunds
Guaranteed services that arrive late can earn a refund of the postage. The claim window is short and some carriers count it from the promised date, not the delivery.Package protection
Coverage you add to a label. If the parcel is lost, stolen or damaged, the protection pays you back on its own terms, not the carrier's.
With Logentic
How a claim works in Logentic.
- 1
The problem shows up
Logentic reads every tracking scan, flags parcels that look lost, damaged or late, and shows each claim's deadline. - 2
File in a minute
Search the order and Logentic fills in tracking, carrier, addresses and items. Add the sales invoice, and photos for damage. - 3
Logentic deals with the carrier
On labels bought through Logentic, Logentic files and owns the claim. You don't chase the carrier. - 4
Get paid, and reship
A complete protected claim is credited to your wallet instantly or reviewed within 3 days. Send the customer a replacement in one click.
Logentic Package Protection
What Logentic Package Protection covers.
An optional protection plan for labels bought through Logentic. Turn it on in settings, then add it at packing or with an automation rule.
Lost, stolen and damaged parcels
Pays the selling price of the merchandise, not its cost, plus the postage you paid.Up to $1,000 a parcel
Coverage is merchandise value plus postage, up to $1,000. Above that, it covers and is priced on $1,000.1.25% in Canada, 1.50% elsewhere
Of merchandise value plus postage: 1.25% for parcels going to Canada, 1.50% for every other destination, including the US.Credited instantly or reviewed within 3 days
A complete claim, with the sales invoice and photos for damage, is credited to your Logentic wallet.Delivered, not received
Covered for deliveries in Canada and the US. File at least 3 days after the delivery scan, with the invoice and the customer's written statement. Always reviewed.Backed by your sales invoice
The claim is paid on the retail value your invoice shows. It isn't carrier insurance and doesn't buy coverage from the carrier.
Read the full terms
The Logentic Package Protection Schedule sets out what's covered, what proof a claim needs, and when Logentic can review a credit. Labels protected before October 10, 2026 keep the $100, $200 or $300 limit they were bought with.
Sources: Logentic Package Protection Schedule
Claims and protection questions
If you bought the label through Logentic, Logentic files and owns the claim with the carrier. On your own carrier account, the claim is between you and that carrier, and Logentic helps you put it together.
The sales invoice showing the retail value, and photos for damage. For a lost parcel, carrier tracking that shows it lost, missing or undeliverable. For a parcel marked delivered that never arrived, the customer's written statement; Logentic may also ask for a police report.
With Logentic Package Protection, yes, for deliveries in Canada and the US with enough proof. File a Delivered, not received claim at least 3 days after the delivery scan, with the invoice and the customer's written statement. These claims are always reviewed, never credited instantly.
Logentic Package Protection costs 1.25% of merchandise value plus postage for parcels going to Canada, and 1.50% for every other destination, including the US. Coverage goes up to $1,000 a parcel.
A complete claim is credited to your Logentic wallet instantly or reviewed within 3 days. Delivered, not received claims are always reviewed.
Yes. From the claim, Reship creates a priority replacement order with the reported items. You can also have Logentic reship automatically when a lost or damaged claim is filed.
Yes. Turn on problem reports in your returns portal and customers can report a damaged or missing parcel with photos. Each report waits for you to file it as a claim, or files itself if you choose.
