Most shipping protection claims are honest: parcels do get lost, damaged and stolen. The aim is not to treat every customer as a suspect but to catch the few claims that are not genuine, without slowing everyone else down. That comes from a clear policy, proportionate evidence and looking at patterns rather than single claims.
For the basics of claims, see the order protection guide and the stolen package claims playbook.
What red flags should you watch for?
- Repeat claims from the same customer, email or address in a short time.
- Claims that contradict tracking, such as “never shipped” on an order with a delivery scan.
- Photos that do not match the product, the packaging you use or the order date.
- Claims filed very soon after delivery on high-value orders, with little detail.
- Different names or emails tied to the same delivery address.
- Pressure for an instant refund to a different payment method.
One red flag on its own is rarely proof. Several together are a reason to look closer.
What evidence is fair to ask for?
Keep it proportionate to the order value and set the rules in your policy before you need them:
| Claim type | Reasonable evidence |
|---|---|
| Damaged item | Photos of the item and the packaging |
| Lost in transit | Tracking showing no delivery after your set period |
| Delivered but missing | A short description; for high-value orders, a signed statement |
| Stolen | For high-value orders, a police report reference |
Our claim policy generator helps you write these rules clearly.
How should you review suspicious claims?
- Check the history: previous claims from the customer, email and address.
- Check tracking: carrier scans, delivery photo and signature if available.
- Check the evidence: does it match the order and your packaging?
- Ask a follow-up question politely if something does not add up.
- Decide by your policy, not by gut feeling, and write down why.
For delivery-scan disputes, see delivered but not received claims.
How do you reduce fraud without hurting honest customers?
- Set limits: for example, a number of claims per customer per year before manual review.
- Use reship or store credit for repeat claims instead of cash refunds.
- Add delivery safeguards for higher-value orders, such as signature on delivery.
- Keep the process fast for low-value, first-time claims. Most of them are genuine.
What should your policy say?
- The filing window and when a parcel counts as lost.
- The evidence you may ask for, by claim type.
- That you may decline claims that do not meet the conditions.
- How many claims an order can have.
Publish it next to your protection widget and on your claims page so customers know the rules before they buy.
How do you decline a claim?
Politely and in writing. Say which condition was not met, what the customer can send to reopen the claim, and how to contact you. Keep a record in case the customer opens a chargeback. See reducing chargebacks for lost and stolen orders.
To manage claims with a clear review flow, see Sam Shipping Protection.
Frequently asked questions
How common is shipping protection claim fraud?
There is no reliable public figure. Track your own claims by customer, address and reason to see whether repeat or suspicious claims are a real problem for your store.
What evidence can I ask for on a claim?
Photos for damage, a short description, and for high-value orders a signed statement or a police report for theft, as long as your policy says so in advance.
Can I decline a claim I think is fraudulent?
Yes, if your published policy sets the conditions and the claim does not meet them. Decline politely, explain why and keep a record.
Part of our guide: Order protection →