Product and property damage is already stressful enough. Your end recipient's delivery experience should not be taken lightly. Our process reflects that, by handling product and property damage claims with precision.
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We understand these are often time-sensitive matters, which is why our Claims Ticket system enables secure document submission and prompt communication to our Claims Team.
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As we strive to provide you with a quick and convenient review process, please follow the instructions below to submit your claim.

We’ll need a couple details to identify your claim and its corresponding delivery. When you’re submitting your claim, please have the following information ready to ensure an easy process:

While you don’t need to provide further details to submit your claim, we may ask for more information as we conduct our review.
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Please be prepared to provide the following, so we can take every detail into consideration:

*Each claim must be associated with a single FRAYT Trip ID. If multiple shipments are involved, submit a separate claim for each trip.

Claims must be submitted by the shipper associated with the shipment.

To avoid confusion and delayed processing, we do not directly communicate with or reimburse our shippers' end customers. They may not have access to the details needed to process the claim, so we communicate directly with the shipper for full clarity and less time until resolution.

If a credit or reimbursement is approved through the claims review process, it will be issued to the account or location associated with the shipment. To ensure clear, consistent communication to recipients of the delivery, the shipper is responsible for communicating with and reimbursing their own customer when applicable.

Submitting a claim is readily available through our portal. Shippers are able to create, communicate, and manage their claim all in one place to make the process take as little time as possible.

To submit a claim:

If you experience technical difficulties at any point, you can reach out to [email protected] for prompt assistance.

Once submitted, your Claims Ticket becomes the official, easily-accessible record of your claim. You’ll be able to revisit this ticket at any time to reference details related to your claim.
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Through this ticket you can:

When the status of your claim changes, you’ll receive an email notification to ensure you’re kept well informed at every step. Below are the possible status updates and what can be expected at each stage.

We've successfully received your claim. Your Claims Ticket will now be highly prioritized by our Claims Team.

Once a claim has been received, the shipper who submitted the claim will be contacted within 2 business days by our Claims Team.

Additional information or documentation is needed before review can continue, so we can gather every detail as we prepare your review process.

The Claims Team is thoroughly reviewing the available documentation, trip details, and applicable Delivery Agreement terms. All input provided is being evaluated to reach an earnest outcome.

The credit or reimbursement has been approved. Processing may vary depending on the type of claim, but we’ll keep you well-informed on what to expect.

A resolution has been reached and communicated with full consideration of your input. At this point, the claims process is complete.

As we strive to maintain consistency and fairness, claims are reviewed under the applicable FRAYT Delivery Agreement Terms.

FRAYT operates as a marketplace platform connecting shipping customers with independent third-party Drivers. Please note, FRAYT is not a transportation carrier and does not assume carrier liability for shipment damage, loss, or delivery disputes.

Submitting a claim begins the claims review process. While submission does not guarantee approval, reimbursement, or credit, it will initiate a thorough, earnest review.