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Opening a Litigation in Claisy : The Complete Guide to Fast Compensation

Eric
July 9, 2025
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4
minutes of reading
TABLE OF CONTENTS

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.

Your Action Times

  • General coverage: Your packages are covered for 30 days from the date of dispatch.
  • In the event of Loss: The claim must be opened within the 30 days of coverage. Ideally, report it when monitoring has shown no activity for more than 3 calendar days.
  • In the event of Damage or Theft: The dispute must be reported within 48 calendar hours of receipt.
  • In the event of "Delivered Not Received": The dispute must be reported within 72 calendar hours of the delivery date indicated by the carrier.

The Right Thing to do: Always report the incident to the carrier

Expert advice

Even if the carrier's recourse is not always a compulsory part of your Claisy file (especially for parcels under €1,000), we strongly advise you to report the incident to the carrier as soon as possible. This good practice preserves your right of recourse and shows your diligence, which can be useful in complex cases.

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.

Claisy - Add dispute screen

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).

Claisy - What happened to your parcel?

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.

Click on your situation to see the checklist of documents to prepare.

Documents for a Loss (Package never arrived) +
Value < €1000 Value > €1000

Required part ✅

  • Declaration of honour (detailed)

Recommended parts 💡

  • Carrier recourse
  • Other (Invoice, Transport label...)

Required documents ✅

  • Filing a complaint
    • Must be detailed and mention the stolen item (serial number, IMEI, etc.).
  • CNI (National Identity Card)
  • Carrier recourse

Recommended parts 💡

  • Transport label
  • Other (Invoice...)
Damage documents +

📷 Details of required photos :

  • Package photos: A general view of the package and a close-up of the damaged area (if visible).
  • Photos of the merchandise: A view of the entire object from all sides and one or more close-ups of the damage.
Value < €1000 Value > €1000

Required documents ✅

  • Declaration of honour (detailed)
  • Packaging photos
  • Product photos

Recommended parts 💡

  • Carrier recourse
  • Other (Invoice, Transport label...)

Required documents ✅

  • Filing a complaint
    • Must be detailed.
  • CNI (National Identity Card)
  • Packaging photos
  • Product photos
  • Carrier recourse

Recommended parts 💡

  • Other (Invoice, Transport label...)
Documents for a Flight (partial) +
Value < €1000 Value > €1000

Required documents ✅

  • Declaration of honour (detailed)
  • Package photos (exterior)
  • Product photos

Recommended parts 💡

  • Carrier recourse
  • Other (Invoice, Transport label...)

Required documents ✅

  • Filing a complaint
    • Must be detailed and mention the stolen item (serial number, IMEI, etc.).
  • CNI (National Identity Card)
  • Package photos (exterior)
  • Product photos
  • Carrier recourse

Recommended parts 💡

  • Other (Invoice, Transport label...)
Documents for a "Delivered Not Received" order +
Value < €1000 Value > €1000

Required part ✅

  • Declaration of honour (detailed)

Recommended parts 💡

  • Carrier recourse
  • Other (Invoice, Transport label...)

Required documents ✅

  • Filing a complaint
    • Must be detailed.
  • CNI (National Identity Card)
  • Carrier recourse

Recommended parts 💡

  • Other (Invoice, Transport label...)

To Put All the Chances on Your Side

Never hesitate to attach any documents you feel may be useful to your case, even if they are not listed as compulsory (e-mail exchanges with the customer, testimonials, etc.). In dispute management, too much evidence is better than too little.

💡 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 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.