A lost, stolen or damaged parcel is a source of stress for any professional. It's a break in the promise made to your customer, and a risk to your profitability. At Claisy, we've designed our claims process to be as simple, fast and transparent as possible. The objective: to enable you to resolve the situation and satisfy your customer without wasting time.
This comprehensive step-by-step guide shows you how to open a dispute file on your Claisy interface.
Reporting deadlines: The Golden Rule for Guaranteed Care
Before starting the process, it's crucial to know the deadlines for your claim to be admissible. Respecting these deadlines is the first condition for successful compensation.
The Right Thing to do: Always Report the Incident to the Carrier
The Declaration Process: 5 Simple Steps
Once you are aware of the deadlines, here are the steps to follow directly in your Claisy interface.
Step 0: Log in to your Claisy account and go to the disputes section.
Goto the Claisy platform and log in with your usual credentials. In the main menu, navigate to the "Disputes" section, then click on the "Add dispute" submenu.
Step 1: Find your package
Use the search bar to find the relevant shipment. You can use the invoice number or the package tracking number.
Step 2: Confirm the shipping information
Once you have selected the package, the shipping label information will be displayed. Check that it is correct and confirm to proceed to the next step.
Step 3: Describe the incident and the damage
This is where you tell us what happened.
- Select the reason for the dispute (Loss, Damage, etc.)
- Enter the weight of the package
- Indicate the amount of compensation you are seeking (corresponding to the loss suffered and not exceeding the amount covered)
Step 4: Upload supporting documents
Now is the time to download the necessary documents. To find out exactly which documents are required, refer to the drop-down menu at the end of this article.
Step 5: Receive a response and your compensation
Once you have submitted your complete file, you will receive a response from our teams regarding its acceptance within 48 business hours. Following a favorable decision, your compensation will be paid within 72 business hours.
Supporting Documents Required by Type of Dispute
Preparing the right documents is essential to ensure that your case is processed quickly. Click on the type of dispute that concerns you to see the list of mandatory and recommended documents.
💡 Good to know : Special cases
- IF YOU DO NOT USE AN AUTOMATED CONNECTION WITH CLAISY (via API or CMS connector), we will likely ask you for additional documents such as the invoice and shipping slip!
- IN THE EVENT OF A DELAY IN YOUR PARCEL, it is advisable to report the delay to your Carrier freight broker AND to open a dispute on Claisy as a "draft": you are not required to upload any documents to do this. The date on which the draft is opened will be used to investigate your dispute and will allow you to be covered within 30 days.
- IF THERE IS ANY DOUBT ABOUT THE ACCURACY OF THE SUPPORTING DOCUMENTS or if we suspect manipulation, our teams reserve the right to request additional documents to ensure the legitimacy of the claim. Transparency is the key to a successful partnership. The documents requested above are the minimum required for us to process a claim, so we may ask you for additional information in order to conduct our "investigation" in the best possible way.
- IF DOCUMENTS ARE BLOCKED BY A MARKETPLACE, please send us the correspondence with your customer that you have in your Inbox.
- IF TRACKING IS NOT AVAILABLE VIA CLAISY, you will be asked for details of the pickup and proof of delivery (PoD) if applicable.
This article is for information only and in no way replaces your contract and its specifics.