This article explains how to raise a claim with Swap for a lost, missing, stolen, or damaged parcel — including what evidence you need and what to expect after submitting.
⚠️ This process applies to standard carrier claims only. If your shipment is covered by Swap Protect, follow the Swap Protect claims process instead.
Important rules
Swap provides administrative support for carrier claims on shipments sent using Swap shipping accounts. The carrier makes the final decision on approval, rejection, and compensation amount.
Claims must be raised within the carrier's specified timeframe. Swap's internal process takes up to 7 working days, so allow enough time before the carrier deadline.
Payouts are based on the manufacturer or cost invoice price, not the retail sale price. A cost invoice is required for all claims.
Only services eligible for compensation can be claimed. Untracked, economy, or non-compensated services may not qualify depending on the timeframe.
If a claim is approved, compensation is credited to your next Swap invoice.
Before raising a claim
You can raise a claim when your parcel meets the carrier-specific timeframe in the table below and is:
Lost
Missing
Stolen
Damaged
Not moving in tracking beyond the carrier's expected timeframe
Submitting a claim does not automatically confirm the parcel is lost — it allows Swap to review the case and raise it with the carrier within the eligible window. If the parcel is later located, the claim can be updated or withdrawn.
When not to submit a claim
Do not raise a claim if:
The parcel shows as delivered and you have no strong evidence of incorrect delivery (GPS, video, photo, or delivery dispute evidence may be requested)
There are no carrier scans and no proof of postage
The item is prohibited, restricted, or not eligible for compensation
The parcel was poorly packaged
Required customs or export rules were not followed
The claim is outside the carrier's deadline — in this case, you will need to manage the refund to your customer directly
How to raise a claim
Option 1: Swap dashboard
Log in to the Swap dashboard.
Go to Need Support or open the chat widget in the bottom-left corner.
Select Lost parcel claims → Raise claim → Fill in claims form.
Complete all required fields and upload your supporting evidence.
Option 2: Email support
Email [email protected] with the subject line:
Claim: [Order number] – [Tracking number] – [Store name]
Include the following:
Store name
Order number
Claim type (return or outbound parcel)
Carrier and tracking number
Package weight and description
Proof of sale
Cost invoice with the claimed item highlighted
Total cost of claimed items in GBP
Any additional evidence relevant to your claim type (see below)
Evidence required
All submissions must include: cost invoice (claimed item highlighted), proof of sale, tracking number, order details, carrier name, package weight and description, and total claimed value in GBP.
Additional evidence depending on claim type:
Claim type | Additional evidence needed |
No tracking scan | Proof of postage |
Damaged parcel | Photos of the item, inside packaging, and outside packaging |
Delivered but disputed | GPS, delivery photo, video, or evidence of incorrect delivery |
Missing contents | Photos, customer statement, packaging evidence |
Return parcel | Proof of customer drop-off or proof of postage where available |
Incomplete or unclear evidence may delay the claim or result in carrier rejection.
What happens after you submit
Swap aims to process and submit eligible claims to the carrier within 7 working days of receiving your information. You'll receive an email confirmation once the claim has been submitted.
Swap provides a full update at the end of each month on all claims submitted during that month. Carrier outcomes may be: approved, rejected, not applicable, more evidence required, or still under investigation.
If approved, compensation is credited to your next Swap invoice.
Carrier claim timeframes
Carrier | When to raise | Deadline | Processing time | Max liability |
Royal Mail | No tracking update in 7 working days | Within 60 days of shipment | Up to 90 working days | Up to £150 |
DHL | No tracking update or not delivered by due date | Within 14 calendar days of shipment | Around 30 days | Air: lower of actual value or ~£28.50/kg. Road: lower of actual value or ~£9.13/kg |
UPS | No tracking update in 8 days | Damaged: 14 days. Lost: 60 days | Around 8–12 weeks | Up to £60 |
FedEx | No tracking update in 48 hours | Damaged: 21 days. Lost: 90 days | Around 8–12 weeks | Lower of cost price or ~£26.76/kg (unless DCV purchased) |
InPost | No tracking update in 3 working days | Within 28 days of parcel stored event | Around 30 days | Up to £20 |
ProCarrier | No tracking after 7 working days (14 days for international) | Depends on service / carrier partner | Update within 30 working days | Max £50, approx. £10/kg |
USPS | No movement in 7 working days | Damaged/missing: within 60 days of mailing. Lost: within 60 working days of posting | Update within 14 working days | Carrier policy applies |
DPD | No movement in 48 hours | Lost or damaged within 14 days of delivery or expected delivery date | No fixed timeframe — Swap requests updates | Up to £100 based on cost price with evidence |
Carrier-specific insurance
By default, each carrier only covers shipments up to a set liability limit — the maximum they'll pay out on an approved claim. If your shipment is worth more than that limit, you can purchase extended cover (sometimes called Declared Carriage Value) at the point of shipment creation. This increases the carrier's maximum liability in exchange for a small surcharge, typically a percentage of the declared goods value. Extended cover must be arranged before shipping — it cannot be added retrospectively.
DHL
Extended cover may be available, typically calculated at around 1.5% of the declared goods value with a minimum charge of £12.
FedEx
Standard liability is the lower of cost price or weight-based liability (~£26.76/kg, subject to change). If you need higher coverage, consider Declared Carriage Value at the point of shipment creation.
DPD
DPD offers extended cover up to £5,000 per consignment, subject to charges and conditions — typically 1% of the declared value with a minimum charge of £7.50.