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 access the Disputes section
Go to the Claisy platform and log in with your usual login and password. In the main menu, navigate to the "Disputes" section, then click on the "Add dispute" submenu.
Step 1: Find your parcel
Use the search bar to find the shipment concerned. You can use the invoice number or the tracking number of the parcel.
Step 2: Validate shipment information
Once you have selected a package, the information on the packing slip is displayed. Check that they are correct and validate 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 parcel
- Indicate the amount of compensation required (corresponding to the damage suffered and not exceeding the amount covered).
Step 4: Download supporting documents
Now it's time to download the necessary documents. To find out exactly which documents are required, please refer to the drop-down menu at the end of this article.
Step 5: Receive an answer and your compensation
Once you have submitted your complete file, you will receive an answer from our teams within 48 working hours as to whether or not it will be taken into account. Following a positive decision, your compensation is paid within 72 working 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 are not using an automated connection with Claisy (via API or CMS connector), we may ask you for additional documents such as the invoice and packing slip.
- If your parcel is delayed, it is advisable to report the delay to your carrier or transport broker AND to open the dispute on Claisy. To do this, you don't have to upload any documents, but can simply open it in draft form. The date on which the draft is opened will be used to process your claim, and will ensure that you are within the 30 days of coverage.
- If there is any doubt about the veracity of the supporting documents, or if we suspect manipulation, our teams reserve the right to request additional documentation to guarantee the legitimacy of the claim. Transparency is the key to a successful partnership. In fact, the documents requested above are the minimum supporting documents we need to investigate a claim. We may therefore ask you for additional information in order to carry out the "investigation" in the best possible way.