You shipped it. You sent the tracking number. And then the parcel went silent — lost, damaged, or stuck at the border with no clear path forward.
Something going wrong with a cross-border shipment is one of the most stressful situations a seller or receiver can face. The parcel is missing, the buyer is asking questions, and there is no obvious next step. Emailing back and forth, hunting for a contact number, waiting for someone to pick up — none of that is a process.
ShipX File a Claim gives you a direct, structured way to report a problem and get it on record. Submit a formal claim in minutes, receive a reference ID, and let the ShipX team investigate. No login required, no manual forms, no guesswork.
This is the right tool for the moment when tracking shows something is wrong and you need to take action.
When a Cross-Border Shipment Goes Wrong
Cross-border shipping across Southeast Asia involves multiple carriers, customs checkpoints, and last-mile providers. Each handoff is a potential point of failure. A parcel can be misdirected at a transit hub, damaged during loading, delayed in customs clearance, or simply lost somewhere between the origin facility and the destination address.
For e-commerce sellers, a lost or damaged shipment is not just a logistics issue — it affects the buyer relationship, the order dispute process, and often requires documented evidence for any insurance or carrier resolution. Without a formal claim on record, there is no investigation, no reference number, and no accountability trail.
For receivers, the situation is equally frustrating. A package that never arrives or arrives broken is a real loss — and knowing how to formally report it, without being a ShipX account holder, has not always been straightforward. ShipX File a Claim addresses both sides of that problem.
What ShipX File a Claim Does
File a Claim is a self-serve form that allows any sender or receiver to formally report a problem with a ShipX cross-border shipment. It covers four claim types:
| Claim type |
What it means |
File a Claim? |
| Lost |
The shipment cannot be located within the carrier network after the expected delivery window has passed. |
Yes — file now |
| Damaged |
The package arrived but the contents were broken, crushed, or otherwise harmed in transit. |
Yes — attach photos |
| Late |
The delivery has not arrived within the committed transit window for the service level booked. |
Yes — include tracking number |
| Customs hold |
The shipment is being held at the destination country's border for customs review or additional documentation. |
Yes — describe the situation |
The form is structured as a two-step wizard with a progress bar so you always know where you are in the process. Once submitted, your claim is logged in the ShipX system, assigned a unique reference ID, and reviewed by the team. Filing is free and does not require a ShipX account.
Senders file using their ShipX account number. Receivers file without one — the form includes a Sender/Receiver toggle that adjusts what is required based on your role.
How to File a Claim: A Step-by-Step Walkthrough
Step 1: Personal Details
Enter your full name, email address, and phone number. Use the country-code dropdown to select the correct prefix — it defaults to +63 (Philippines) but covers all major markets. Select your claimant role: Sender or Receiver. If you are the sender, enter your ShipX account number. This field is required for senders and links the claim to your account record.
You cannot advance to Step 2 until all required fields are filled. The form validates in real time, so you will see exactly what is missing before you proceed.
Step 2: Shipment Details
Select the destination country and enter the postal code of the delivery address. This applies to receiver claims and helps ShipX verify the shipment record before accepting the report.
Choose your claim type: Lost, Damaged, Late, or Customs. Enter the tracking number — it must be at least 8 characters. Then write a description of what happened. The description field has a live character counter that turns green once you have reached the 25-character minimum, which is enough for a short, clear account of the issue.
For Damaged claims, you can attach up to five photos of the damaged item or packaging. Clear, well-lit photos of the actual damage are the most useful evidence for the team's review — upload them before submitting.
If you arrived at File a Claim from the Shipment Tracker's "File a Claim" link, your tracking number is already prefilled and you go straight to Step 2.
What Happens After You Submit
Once the form is submitted, a confirmation screen appears with a reference ID in the format CLM-XXXX. Copy this number — it is your record of the claim and the reference to use in any follow-up communication. A confirmation email is also sent to the address you provided.
From there, the process follows three steps:
| Step |
What happens |
| 1 |
You submit the form. A reference ID (e.g., CLM-4821) is generated and emailed to you. |
| 2 |
The ShipX team reviews your claim against the shipment record and carrier data. |
| 3 |
You receive a response within 1–3 business days with the outcome or a request for additional information. |
Claims are not resolved automatically. The ShipX team reviews each submission against the shipment record and carrier data. The 1–3 business day window is the standard response time; complex cases involving customs or multi-carrier handoffs may require additional information.
If you have not received a response after three business days, or if your situation is urgent, use the support links available in the form's information panel: Contact Us, FAQs, or the WhatsApp support channel.
How to Submit a Strong Claim
The quality of your submission affects how quickly the team can act. A few things make a material difference:
- Have your tracking number ready. Without it, the claim cannot be matched to a shipment record. If you arrived from the Shipment Tracker, it is already prefilled.
- Write a specific description. "Package is missing" tells the team very little. A description like "Tracking shows delivered on 15 June but the parcel was not received at the address. Checked with building management — no parcel was received on that date" gives the team something concrete to investigate.
- For damaged claims, attach photos immediately. Photos of the outer packaging, the damaged item, and any visible labels are the most useful evidence. Do not wait to take them — document the damage the moment you open the parcel.
- Senders: have your account number on hand. This is required to link the claim to your ShipX account and shipment records.
- Receivers: enter the destination postal code accurately. ShipX automatically checks that the destination details match the tracking record before accepting the claim. A mismatch will prevent submission.
File a Claim Sits Downstream of the Shipment Tracker
The natural starting point for any shipment concern is the ShipX Shipment Tracker. Track the shipment first: check the status history, see where it was last recorded, and determine whether the issue is a delay, a failed attempt, or something more serious.
If the tracker shows the shipment is outside the expected delivery window, has not updated in 72+ hours on an express service, or shows a status that suggests loss or damage, that is the signal to escalate. The Shipment Tracker includes a direct "File a Claim" link that carries the tracking number forward into the form — so you skip the tracking field and go straight to describing the problem.
The two tools are designed to work in sequence: track first, then claim if something is wrong. Together they give sellers and receivers a complete, self-serve path from "I don't know where my parcel is" to "I have a formal investigation open and a reference number in my inbox."
File a claim for any lost, damaged, or delayed ShipX shipment at shipx.asia — no login required, reference ID issued on submission.
2,500+ active clients · 2.5M+ orders processed · 50+ carrier partners
Frequently Asked Questions
Who can file a claim — only senders, or receivers too?
Both. The form includes a Sender/Receiver toggle. Senders need their ShipX account number to link the claim to their account. Receivers do not need an account — they provide their name, contact details, tracking number, and the destination postal code. ShipX verifies the details match the tracking record before accepting the claim.
What is the difference between the four claim types?
Lost means the parcel cannot be located in the carrier network after the expected delivery window. Damaged means it arrived with broken or harmed contents. Late means delivery has not occurred within the committed transit window for the service level booked. Customs means the shipment is held at the destination country's border and has not cleared. Choose the type that most accurately describes your situation.
How quickly will ShipX respond to my claim?
The standard response time is 1–3 business days. The team reviews each claim against the shipment record and carrier data. More complex cases — particularly those involving customs holds or multiple carrier handoffs — may require additional time or a follow-up request for more information.
Do I need a ShipX account to file a claim?
No. Receivers can file without any ShipX account. Senders need their account number to link the claim to their shipment records, but there is no login required to access or submit the form.
What should I include in the description field?
Be specific. Include what happened, when you noticed the issue, and any relevant context — for example, whether the tracking shows "delivered" but nothing was received, or whether the parcel arrived with visible damage to the packaging. The minimum is 25 characters, but a few clear sentences give the team far more to work with than the minimum.
Can I follow up on a submitted claim?
Yes. After submitting, you receive a confirmation email with your reference ID (format: CLM-XXXX). Keep this number. If you need to follow up before receiving a response, contact ShipX Support via the Contact Us page, the FAQs, or the WhatsApp support channel — all accessible from the form's information panel — and quote your claim ID.
About ShipX
ShipX is a cross-border logistics platform built for e-commerce sellers across Southeast Asia, connecting 2,500+ businesses to 50+ carrier partners across 200+ destinations. Learn more at
shipx.asia.
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