{"id":"fedex","page":"https://escalate.alexgaoth.com/#/c/fedex","html":"https://escalate.alexgaoth.com/c/fedex/","generated":"2026-10-15","company":{"id":"fedex","name":"FedEx","aliases":["federal express","fedex express","fedex ground","fedex home delivery","gofedex"],"sector":"shipping","website":"https://www.fedex.com","account_url":"https://www.fedex.com/secure-login/en-us/","official_domains":["fedex.com"],"security":{"never_asks":[{"kind":"policy","claim":"FedEx says it never requests payment or personal information in exchange for releasing a package, and does not request personal information about your account credentials or identity by unsolicited mail, email or text.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake delivery notices by text or email about a problem with a FedEx shipment, with links or attachments that can install malware; FedEx also names phishing links to .shop domains and look-alike domains such as fedx.com and fed-ex.com.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake customs fee requests. FedEx says it may email or text a secure link to pay duties and taxes on international shipments, and that you can verify the amount with the FedEx Import Tool.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward phishing emails and suspicious messages that claim to be from FedEx","value":"abuse@fedex.com","purposes":["fraud"],"source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"},{"id":"fraud-phone","type":"phone","label":"FedEx Fraud (unrecognized charges, account misuse, suspicious package notices)","value":"+1-800-584-2681","purposes":["fraud","unauthorized_charge"],"source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"FedEx Express and FedEx Ground parcel and air freight claims use the FedEx claims portal. The claims page says FedEx Freight \"became an independent less-than-truckload (LTL) company on June 1st\" (no year given); LTL claims now go to fedexfreight.com. Terms are in the FedEx Service Guide (2026), a PDF that could not be read.","channels":[{"id":"customer-service-phone","type":"phone","label":"FedEx Customer Service (1.800.GoFedEx), U.S. and Canada","value":"+1-800-463-3339","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"The same number is listed for cargo claims inquiries and for filing or following up on a complaint.","source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"},{"id":"billing-phone","type":"phone","label":"FedEx U.S. billing inquiries","value":"+1-800-622-1147","purposes":["billing_error","refund_request"],"source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"},{"id":"claims-portal","type":"portal","label":"FedEx Express and Ground claims (file a claim, check status)","value":"https://www.fedex.com/eclaims/#/claimcenter?locale=en_US","purposes":["lost_package","damaged_item"],"access":"login","notes":"Shippers and recipients can both file. Add documents to an existing claim at https://www.fedex.com/eclaims/#/documentupload?locale=en_US","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"id":"freight-ltl-claims","type":"portal","label":"FedEx Freight (LTL) claims","value":"https://www.fedexfreight.com/en-us/manage-account/claims","purposes":["lost_package","damaged_item"],"notes":"Only for less-than-truckload freight. Parcel and air freight claims stay on the FedEx claims portal.","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"id":"customer-relations-mail","type":"mail","label":"FedEx Customer Relations","value":"FedEx Customer Relations, 3875 Airways, Module H3, Department 4634, Memphis, TN 38116","purposes":["poor_service"],"source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"},{"id":"delivery-manager","type":"portal","label":"FedEx Delivery Manager (free sign-up for home deliveries)","value":"https://www.fedex.com/fdmenrollment/?signup=true","purposes":["lost_package"],"access":"login","notes":"Free for residential addresses. Delivery instructions, free hold at a retail location, and picture proof of delivery. Some options cost extra.","source":"https://www.fedex.com/en-us/delivery-manager.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"claims-portal","note":"Claim with FedEx. The recipient can file, or ask the merchant to file."},{"rung":"written_complaint","channel":"customer-relations-mail"},{"rung":"payment_dispute","note":"Dispute with the seller who shipped the item."}],"playbooks":[{"issue":"lost_package","summary":"Ask the merchant or file a claim yourself within nine months of the shipment date for an undelivered package.","evidence":["tracking number","purchase invoice or receipt","description of the items (brand","model","size","quantity)","serial numbers","shipping receipt"],"steps":[{"do":"Check tracking. If you bought the item, ask the merchant to file the claim or to resend; FedEx says recipients can also file on their own."},{"do":"File the claim online with as much detail as possible. You can add documents later, so do not wait to file.","channel":"claims-portal"},{"do":"Follow up by phone if you get no answer.","channel":"customer-service-phone"},{"do":"If neither FedEx nor the seller pays, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Claims for undelivered or lost shipments must be filed within nine months of the shipment date.","issues":["lost_package"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Recipients can file a claim on their own or ask the merchant to file it. Shippers can file single claims or up to 200 claims at once.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Keep the item and packaging, and file within 60 calendar days of the shipment date (21 days for international).","evidence":["photos of the package and damaged contents","purchase invoice","repair estimate or invoice","airbill or shipping label scan","serial numbers"],"steps":[{"do":"Keep the original packaging and contents until the claim is resolved. FedEx may ask for an inspection."},{"do":"File the claim online with photos, invoices and a repair estimate.","channel":"claims-portal"},{"do":"If you bought the item, also ask the seller for a replacement or refund."}],"facts":[{"kind":"deadline","claim":"Claims for damaged or missing contents must be filed no later than 60 calendar days from the shipment date for U.S. packages, and 21 calendar days for international packages.","issues":["damaged_item"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Supporting documents include the original manufacturer or purchase invoice, repair estimates or invoices, appraisals, a scan of the airbill or Ship Manager printout, photos of the package and damaged contents, and serial numbers.","issues":["damaged_item","lost_package"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FedEx is not deemed at fault when an improperly packed shipment is damaged, and the claimant must provide proof that FedEx is at fault.","issues":["damaged_item"],"source":"https://www.fedex.com/en-us/shipping/declared-value.html","last_verified":"2026-10-12"}]},{"issue":"late_delivery","summary":"Since Feb. 12, 2026 the Money-Back Guarantee applies only to listed overnight, 2Day A.M. and international priority services; it stays suspended for all other services.","evidence":["tracking number","the service level bought","the scheduled delivery commitment"],"steps":[{"do":"Check whether the service is one of the services covered by the Money-Back Guarantee."},{"do":"Ask FedEx for the refund or credit. The guarantee page does not describe a request process, so start with customer service.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Effective Feb. 12, 2026, the FedEx Money-Back Guarantee applies for U.S. payors to First Overnight, Priority Overnight, Standard Overnight, 2Day A.M. (and Extra Hours versions) and listed International Priority services. It remains suspended for all other FedEx services.","issues":["late_delivery"],"source":"https://www.fedex.com/en-us/service-guide/money-back-guarantee.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Shipments delayed due to regulatory changes are not eligible for a refund or credit under the money-back guarantee.","issues":["late_delivery"],"source":"https://www.fedex.com/en-us/service-guide/money-back-guarantee.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"limit","claim":"The first $100 of value is included in the shipping rate (FedEx's standard $100 limit of liability). Higher coverage needs a declared value, with item maximums in the FedEx Service Guide.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/shipping/declared-value.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"FedEx liability will not exceed the lesser of the repair cost, the depreciated value or the replacement cost.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/shipping/declared-value.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Approved claims are paid by check or Electronic Funds Transfer, as selected when filing the claim.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}],"known_blockers":["The claims portal needs a fedex.com login.","FedEx may require an inspection of the damaged item and packaging before it decides a claim."]},"playbooks":{"lost_package":{"company":{"id":"fedex","name":"FedEx","sector":"shipping","website":"https://www.fedex.com","account_url":"https://www.fedex.com/secure-login/en-us/"},"issue":{"id":"lost_package","name":"Lost package"},"playbook_source":"company","summary":"Ask the merchant or file a claim yourself within nine months of the shipment date for an undelivered package.","evidence":["tracking number","purchase invoice or receipt","description of the items (brand","model","size","quantity)","serial numbers","shipping receipt"],"steps":[{"do":"Check tracking. If you bought the item, ask the merchant to file the claim or to resend; FedEx says recipients can also file on their own."},{"do":"File the claim online with as much detail as possible. You can add documents later, so do not wait to file.","channel":{"id":"claims-portal","type":"portal","label":"FedEx Express and Ground claims (file a claim, check status)","value":"https://www.fedex.com/eclaims/#/claimcenter?locale=en_US","purposes":["lost_package","damaged_item"],"access":"login","notes":"Shippers and recipients can both file. Add documents to an existing claim at https://www.fedex.com/eclaims/#/documentupload?locale=en_US","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}},{"do":"Follow up by phone if you get no answer.","channel":{"id":"customer-service-phone","type":"phone","label":"FedEx Customer Service (1.800.GoFedEx), U.S. and Canada","value":"+1-800-463-3339","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"The same number is listed for cargo claims inquiries and for filing or following up on a complaint.","source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"}},{"do":"If neither FedEx nor the seller pays, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"FedEx Customer Service (1.800.GoFedEx), U.S. and Canada","value":"+1-800-463-3339","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"The same number is listed for cargo claims inquiries and for filing or following up on a complaint.","source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"},{"id":"claims-portal","type":"portal","label":"FedEx Express and Ground claims (file a claim, check status)","value":"https://www.fedex.com/eclaims/#/claimcenter?locale=en_US","purposes":["lost_package","damaged_item"],"access":"login","notes":"Shippers and recipients can both file. Add documents to an existing claim at https://www.fedex.com/eclaims/#/documentupload?locale=en_US","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"id":"freight-ltl-claims","type":"portal","label":"FedEx Freight (LTL) claims","value":"https://www.fedexfreight.com/en-us/manage-account/claims","purposes":["lost_package","damaged_item"],"notes":"Only for less-than-truckload freight. Parcel and air freight claims stay on the FedEx claims portal.","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"id":"delivery-manager","type":"portal","label":"FedEx Delivery Manager (free sign-up for home deliveries)","value":"https://www.fedex.com/fdmenrollment/?signup=true","purposes":["lost_package"],"access":"login","notes":"Free for residential addresses. Delivery instructions, free hold at a retail location, and picture proof of delivery. Some options cost extra.","source":"https://www.fedex.com/en-us/delivery-manager.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Claims for undelivered or lost shipments must be filed within nine months of the shipment date.","issues":["lost_package"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Recipients can file a claim on their own or ask the merchant to file it. Shippers can file single claims or up to 200 claims at once.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"The first $100 of value is included in the shipping rate (FedEx's standard $100 limit of liability). Higher coverage needs a declared value, with item maximums in the FedEx Service Guide.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/shipping/declared-value.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"FedEx liability will not exceed the lesser of the repair cost, the depreciated value or the replacement cost.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/shipping/declared-value.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Approved claims are paid by check or Electronic Funds Transfer, as selected when filing the claim.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"FedEx Customer Service (1.800.GoFedEx), U.S. and Canada","value":"+1-800-463-3339","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"The same number is listed for cargo claims inquiries and for filing or following up on a complaint.","source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Claim with FedEx. The recipient can file, or ask the merchant to file.","channel":{"id":"claims-portal","type":"portal","label":"FedEx Express and Ground claims (file a claim, check status)","value":"https://www.fedex.com/eclaims/#/claimcenter?locale=en_US","purposes":["lost_package","damaged_item"],"access":"login","notes":"Shippers and recipients can both file. Add documents to an existing claim at https://www.fedex.com/eclaims/#/documentupload?locale=en_US","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"customer-relations-mail","type":"mail","label":"FedEx Customer Relations","value":"FedEx Customer Relations, 3875 Airways, Module H3, Department 4634, Memphis, TN 38116","purposes":["poor_service"],"source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"Dispute with the seller who shipped the item.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The claims portal needs a fedex.com login.","FedEx may require an inspection of the damaged item and packaging before it decides a claim."],"security":{"official_domains":["fedex.com"],"never_asks":[{"kind":"policy","claim":"FedEx says it never requests payment or personal information in exchange for releasing a package, and does not request personal information about your account credentials or identity by unsolicited mail, email or text.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake delivery notices by text or email about a problem with a FedEx shipment, with links or attachments that can install malware; FedEx also names phishing links to .shop domains and look-alike domains such as fedx.com and fed-ex.com.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake customs fee requests. FedEx says it may email or text a secure link to pay duties and taxes on international shipments, and that you can verify the amount with the FedEx Import Tool.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward phishing emails and suspicious messages that claim to be from FedEx","value":"abuse@fedex.com","purposes":["fraud"],"source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"},{"id":"fraud-phone","type":"phone","label":"FedEx Fraud (unrecognized charges, account misuse, suspicious package notices)","value":"+1-800-584-2681","purposes":["fraud","unauthorized_charge"],"source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.973,"sources":{"primary":36,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 37 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"FedEx Express and FedEx Ground parcel and air freight claims use the FedEx claims portal. The claims page says FedEx Freight \"became an independent less-than-truckload (LTL) company on June 1st\" (no year given); LTL claims now go to fedexfreight.com. Terms are in the FedEx Service Guide (2026), a PDF that could not be read.","warnings":[]},"damaged_item":{"company":{"id":"fedex","name":"FedEx","sector":"shipping","website":"https://www.fedex.com","account_url":"https://www.fedex.com/secure-login/en-us/"},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Keep the item and packaging, and file within 60 calendar days of the shipment date (21 days for international).","evidence":["photos of the package and damaged contents","purchase invoice","repair estimate or invoice","airbill or shipping label scan","serial numbers"],"steps":[{"do":"Keep the original packaging and contents until the claim is resolved. FedEx may ask for an inspection."},{"do":"File the claim online with photos, invoices and a repair estimate.","channel":{"id":"claims-portal","type":"portal","label":"FedEx Express and Ground claims (file a claim, check status)","value":"https://www.fedex.com/eclaims/#/claimcenter?locale=en_US","purposes":["lost_package","damaged_item"],"access":"login","notes":"Shippers and recipients can both file. Add documents to an existing claim at https://www.fedex.com/eclaims/#/documentupload?locale=en_US","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}},{"do":"If you bought the item, also ask the seller for a replacement or refund."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"FedEx Customer Service (1.800.GoFedEx), U.S. and Canada","value":"+1-800-463-3339","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"The same number is listed for cargo claims inquiries and for filing or following up on a complaint.","source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"},{"id":"claims-portal","type":"portal","label":"FedEx Express and Ground claims (file a claim, check status)","value":"https://www.fedex.com/eclaims/#/claimcenter?locale=en_US","purposes":["lost_package","damaged_item"],"access":"login","notes":"Shippers and recipients can both file. Add documents to an existing claim at https://www.fedex.com/eclaims/#/documentupload?locale=en_US","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"id":"freight-ltl-claims","type":"portal","label":"FedEx Freight (LTL) claims","value":"https://www.fedexfreight.com/en-us/manage-account/claims","purposes":["lost_package","damaged_item"],"notes":"Only for less-than-truckload freight. Parcel and air freight claims stay on the FedEx claims portal.","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Claims for damaged or missing contents must be filed no later than 60 calendar days from the shipment date for U.S. packages, and 21 calendar days for international packages.","issues":["damaged_item"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Supporting documents include the original manufacturer or purchase invoice, repair estimates or invoices, appraisals, a scan of the airbill or Ship Manager printout, photos of the package and damaged contents, and serial numbers.","issues":["damaged_item","lost_package"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"FedEx is not deemed at fault when an improperly packed shipment is damaged, and the claimant must provide proof that FedEx is at fault.","issues":["damaged_item"],"source":"https://www.fedex.com/en-us/shipping/declared-value.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"The first $100 of value is included in the shipping rate (FedEx's standard $100 limit of liability). Higher coverage needs a declared value, with item maximums in the FedEx Service Guide.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/shipping/declared-value.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"FedEx liability will not exceed the lesser of the repair cost, the depreciated value or the replacement cost.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/shipping/declared-value.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Approved claims are paid by check or Electronic Funds Transfer, as selected when filing the claim.","issues":["lost_package","damaged_item"],"source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"FedEx Customer Service (1.800.GoFedEx), U.S. and Canada","value":"+1-800-463-3339","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"The same number is listed for cargo claims inquiries and for filing or following up on a complaint.","source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Claim with FedEx. The recipient can file, or ask the merchant to file.","channel":{"id":"claims-portal","type":"portal","label":"FedEx Express and Ground claims (file a claim, check status)","value":"https://www.fedex.com/eclaims/#/claimcenter?locale=en_US","purposes":["lost_package","damaged_item"],"access":"login","notes":"Shippers and recipients can both file. Add documents to an existing claim at https://www.fedex.com/eclaims/#/documentupload?locale=en_US","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"customer-relations-mail","type":"mail","label":"FedEx Customer Relations","value":"FedEx Customer Relations, 3875 Airways, Module H3, Department 4634, Memphis, TN 38116","purposes":["poor_service"],"source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"Dispute with the seller who shipped the item.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The claims portal needs a fedex.com login.","FedEx may require an inspection of the damaged item and packaging before it decides a claim."],"security":{"official_domains":["fedex.com"],"never_asks":[{"kind":"policy","claim":"FedEx says it never requests payment or personal information in exchange for releasing a package, and does not request personal information about your account credentials or identity by unsolicited mail, email or text.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake delivery notices by text or email about a problem with a FedEx shipment, with links or attachments that can install malware; FedEx also names phishing links to .shop domains and look-alike domains such as fedx.com and fed-ex.com.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake customs fee requests. FedEx says it may email or text a secure link to pay duties and taxes on international shipments, and that you can verify the amount with the FedEx Import Tool.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward phishing emails and suspicious messages that claim to be from FedEx","value":"abuse@fedex.com","purposes":["fraud"],"source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"},{"id":"fraud-phone","type":"phone","label":"FedEx Fraud (unrecognized charges, account misuse, suspicious package notices)","value":"+1-800-584-2681","purposes":["fraud","unauthorized_charge"],"source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.973,"sources":{"primary":36,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 37 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"FedEx Express and FedEx Ground parcel and air freight claims use the FedEx claims portal. The claims page says FedEx Freight \"became an independent less-than-truckload (LTL) company on June 1st\" (no year given); LTL claims now go to fedexfreight.com. Terms are in the FedEx Service Guide (2026), a PDF that could not be read.","warnings":[]},"late_delivery":{"company":{"id":"fedex","name":"FedEx","sector":"shipping","website":"https://www.fedex.com","account_url":"https://www.fedex.com/secure-login/en-us/"},"issue":{"id":"late_delivery","name":"Late delivery or service guarantee"},"playbook_source":"company","summary":"Since Feb. 12, 2026 the Money-Back Guarantee applies only to listed overnight, 2Day A.M. and international priority services; it stays suspended for all other services.","evidence":["tracking number","the service level bought","the scheduled delivery commitment"],"steps":[{"do":"Check whether the service is one of the services covered by the Money-Back Guarantee."},{"do":"Ask FedEx for the refund or credit. The guarantee page does not describe a request process, so start with customer service.","channel":{"id":"customer-service-phone","type":"phone","label":"FedEx Customer Service (1.800.GoFedEx), U.S. and Canada","value":"+1-800-463-3339","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"The same number is listed for cargo claims inquiries and for filing or following up on a complaint.","source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"FedEx Customer Service (1.800.GoFedEx), U.S. and Canada","value":"+1-800-463-3339","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"The same number is listed for cargo claims inquiries and for filing or following up on a complaint.","source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Effective Feb. 12, 2026, the FedEx Money-Back Guarantee applies for U.S. payors to First Overnight, Priority Overnight, Standard Overnight, 2Day A.M. (and Extra Hours versions) and listed International Priority services. It remains suspended for all other FedEx services.","issues":["late_delivery"],"source":"https://www.fedex.com/en-us/service-guide/money-back-guarantee.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Shipments delayed due to regulatory changes are not eligible for a refund or credit under the money-back guarantee.","issues":["late_delivery"],"source":"https://www.fedex.com/en-us/service-guide/money-back-guarantee.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"FedEx Customer Service (1.800.GoFedEx), U.S. and Canada","value":"+1-800-463-3339","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"The same number is listed for cargo claims inquiries and for filing or following up on a complaint.","source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Claim with FedEx. The recipient can file, or ask the merchant to file.","channel":{"id":"claims-portal","type":"portal","label":"FedEx Express and Ground claims (file a claim, check status)","value":"https://www.fedex.com/eclaims/#/claimcenter?locale=en_US","purposes":["lost_package","damaged_item"],"access":"login","notes":"Shippers and recipients can both file. Add documents to an existing claim at https://www.fedex.com/eclaims/#/documentupload?locale=en_US","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"customer-relations-mail","type":"mail","label":"FedEx Customer Relations","value":"FedEx Customer Relations, 3875 Airways, Module H3, Department 4634, Memphis, TN 38116","purposes":["poor_service"],"source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"Dispute with the seller who shipped the item.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["The claims portal needs a fedex.com login.","FedEx may require an inspection of the damaged item and packaging before it decides a claim."],"security":{"official_domains":["fedex.com"],"never_asks":[{"kind":"policy","claim":"FedEx says it never requests payment or personal information in exchange for releasing a package, and does not request personal information about your account credentials or identity by unsolicited mail, email or text.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake delivery notices by text or email about a problem with a FedEx shipment, with links or attachments that can install malware; FedEx also names phishing links to .shop domains and look-alike domains such as fedx.com and fed-ex.com.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake customs fee requests. FedEx says it may email or text a secure link to pay duties and taxes on international shipments, and that you can verify the amount with the FedEx Import Tool.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward phishing emails and suspicious messages that claim to be from FedEx","value":"abuse@fedex.com","purposes":["fraud"],"source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"},{"id":"fraud-phone","type":"phone","label":"FedEx Fraud (unrecognized charges, account misuse, suspicious package notices)","value":"+1-800-584-2681","purposes":["fraud","unauthorized_charge"],"source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.973,"sources":{"primary":36,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 37 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"FedEx Express and FedEx Ground parcel and air freight claims use the FedEx claims portal. The claims page says FedEx Freight \"became an independent less-than-truckload (LTL) company on June 1st\" (no year given); LTL claims now go to fedexfreight.com. Terms are in the FedEx Service Guide (2026), a PDF that could not be read.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"FedEx Customer Service (1.800.GoFedEx), U.S. and Canada","value":"+1-800-463-3339","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"The same number is listed for cargo claims inquiries and for filing or following up on a complaint.","source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Claim with FedEx. The recipient can file, or ask the merchant to file.","channel":{"id":"claims-portal","type":"portal","label":"FedEx Express and Ground claims (file a claim, check status)","value":"https://www.fedex.com/eclaims/#/claimcenter?locale=en_US","purposes":["lost_package","damaged_item"],"access":"login","notes":"Shippers and recipients can both file. Add documents to an existing claim at https://www.fedex.com/eclaims/#/documentupload?locale=en_US","source":"https://www.fedex.com/en-us/customer-support/claims.html","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","channel":{"id":"customer-relations-mail","type":"mail","label":"FedEx Customer Relations","value":"FedEx Customer Relations, 3875 Airways, Module H3, Department 4634, Memphis, TN 38116","purposes":["poor_service"],"source":"https://www.fedex.com/en-us/customer-support/contact-us.html","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"Dispute with the seller who shipped the item.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["fedex.com"],"never_asks":[{"kind":"policy","claim":"FedEx says it never requests payment or personal information in exchange for releasing a package, and does not request personal information about your account credentials or identity by unsolicited mail, email or text.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fake delivery notices by text or email about a problem with a FedEx shipment, with links or attachments that can install malware; FedEx also names phishing links to .shop domains and look-alike domains such as fedx.com and fed-ex.com.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake customs fee requests. FedEx says it may email or text a secure link to pay duties and taxes on international shipments, and that you can verify the amount with the FedEx Import Tool.","source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward phishing emails and suspicious messages that claim to be from FedEx","value":"abuse@fedex.com","purposes":["fraud"],"source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"},{"id":"fraud-phone","type":"phone","label":"FedEx Fraud (unrecognized charges, account misuse, suspicious package notices)","value":"+1-800-584-2681","purposes":["fraud","unauthorized_charge"],"source":"https://www.fedex.com/en-us/trust-center/report-fraud.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.973,"sources":{"primary":36,"other":1},"verified_from":{"page":21},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 97% of 37 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"FedEx — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/fedex.md","markdown":"## In short\n\nFile FedEx Express and Ground claims in the online claims portal: within 60 calendar days of the ship date for damage or missing contents on U.S. packages (21 days international) and within nine months for a lost shipment. Recipients can file themselves or ask the merchant to file. Coverage is $100 unless the shipper declared a higher value. FedEx never asks for payment or personal information to release a package; it may send a secure link for real import duties, so check the amount with the FedEx Import Tool before you pay.\n\n## How complaints actually go\n\n- FedEx Customer Service is 1-800-463-3339 (1.800.GoFedEx) for the U.S. and Canada; billing questions go to 1-800-622-1147. [FedEx: contact us](https://www.fedex.com/en-us/customer-support/contact-us.html)\n- Claims for lost or undelivered shipments must be filed within nine months of the ship date; claims for damage or missing contents within 60 calendar days for U.S. packages and 21 calendar days for international packages. [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html)\n- Recipients can file a claim on their own or ask the merchant to file it; approved claims are paid by check or electronic funds transfer. [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html)\n- Written complaints can go to FedEx Customer Relations, 3875 Airways, Module H3, Department 4634, Memphis, TN 38116. [FedEx: contact us](https://www.fedex.com/en-us/customer-support/contact-us.html)\n\n## What tends to work\n\n- Send the documents FedEx lists: the original purchase invoice, repair estimates, photos of the package and damaged contents, the airbill or label printout, and serial numbers. [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html)\n- FedEx Delivery Manager is a free sign-up for home deliveries. [FedEx Delivery Manager](https://www.fedex.com/en-us/delivery-manager.html)\n- For charges you do not recognize on a FedEx account, call FedEx Fraud at 1.800.584.2681 with the reference or invoice number. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)\n\n## Traps and fine print\n\n- The first $100 of value is included in the shipping rate; higher coverage needs a declared value, and liability will not exceed the lesser of repair cost, depreciated value or replacement cost. [FedEx: declared value](https://www.fedex.com/en-us/shipping/declared-value.html)\n- FedEx is not deemed at fault when an improperly packed shipment is damaged, and the claimant must show that FedEx was at fault. [FedEx: declared value](https://www.fedex.com/en-us/shipping/declared-value.html)\n- Since February 12, 2026, the money-back guarantee applies for U.S. payors only to First Overnight, Priority Overnight, Standard Overnight, 2Day A.M. (and Extra Hours versions) and listed International Priority services; it stays suspended for all other services, and shipments delayed by regulatory changes are excluded. [FedEx money-back guarantee](https://www.fedex.com/en-us/service-guide/money-back-guarantee.html)\n- FedEx Freight became an independent less-than-truckload company; LTL freight claims now go to fedexfreight.com. [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025): FedEx scored 80 out of 100 (up from 79), tied with Amazon Shipping for first in consumer shipping; the industry average was 78. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n\n## Scams that target customers\n\n- FedEx says: \"We never request payment or personal information in exchange for releasing a package,\" and it does not ask for account credentials or identity information by unsolicited mail, email or text. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)\n- Fake delivery notices by text or email, phishing links to .shop domains, and look-alike domains such as fedx.com and fed-ex.com. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)\n- Customs-fee scams are common; FedEx says it may email or text a secure link to pay real duties and taxes, and you can check the amount with the FedEx Import Tool. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)\n- Forward phishing emails and suspicious messages to abuse@fedex.com. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)\n"},"guide":{"key":"shipping","title":"Parcel and mail carriers — how complaints work","last_verified":"2026-10-12","file":"guides/shipping.md","page":"https://escalate.alexgaoth.com/#/guides/shipping"}}