Help Center

At XPO, we strive to offer the best-in-class LTL service in the industry, delivering your freight damage-free and on time. Please accept our apology for the loss or damage of a shipment. But rest assured, our dedicated claims team is standing by to process your claim.

Filing a cargo claim for loss or damage

1. Before you begin the cargo claim filing process, assemble the following supporting documentation:

• Vendor invoice for the product or the repair of the product, supporting the amount of the claim (required)
• Inspection report
  Photos of the shipment and packaging at the time of delivery
• Any additional information which supports the claim

2. Login to the XPO customer portal.

3. Locate the shipment in the shipments tab and click to review the shipment details.

4. Click the three dots at the top of the screen and select file claim

5. Enter the details for the shipment and upload supporting documents.

6. Click submit to file.

TIPS

• Write the PRO # on each supporting document for reference.
• Once your claim has been filed, you will receive an acknowledgement of receipt.
• Once your claim is in process, you will receive email status updates.

Filing a claim for Guaranteed Service, Guaranteed by Noon and MABD Dedicated

1. Login to the XPO customer portal.

2. Select Refund Request from the Tools menu.

3. Select the refund type and enter the required details.

4. Submit request.

Should Carrier not tender or make the shipment available for delivery within the standard transit time and failure was not due to any of the reasons listed in the customer’s agreement or the CNWY 199 tariff, Customer may file for a refund of the fee within 15 days of delivery on the Carrier’s website. For Guaranteed Service and Guaranteed by Noon, view items 200 and 251 in the CNWY 199 tariff for complete details.

Filing an overcharge claim

1. Before you begin the overcharge claims process, please ensure that the invoice has been paid and that it is within 180 days of the receipt of the original invoice.

2. Login to the XPO customer portal.

3. Complete the required fields, including the reason for the request, claimant information, invoice information and supporting documentation. Please note that you can submit overcharge claims for up to 100 PROs at a time.

4. Upon submitting the form, a confirmation will appear on the screen with a claim number as well as your own reference number, if applicable.

5. Your request will be reviewed by our Overcharge Claims team. If additional information is needed, they will send the request via email. The Overcharge Claims team will either pay or decline the claim within 60 days of submission.

6. If approved, our Cash Applications will provide you with a refund or additional information.

7. If you need to file a rebuttal for a denied claim, return to the Overcharge Claims form and select “Rebuttal of claim” as the reason for the request. Please include the relevant claim number in your submission.

What to Know

• The invoice must be paid before an overcharge claim can be filed.
• Failure to provide required documentation will result in the claim being rejected and sent back for additional information.
• Claims received beyond the 180-day statute of limitation will not be processed.
• For more information, please see Item 23 in our rules tariff.
• For any questions or status updates on your claim, please email overcharge.LTL@xpo.com.