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Opening a Dispute Claisy: The Complete Guide to Quick Compensation

Eric
July 9, 2025
•
4
minutes of reading
Claisy Claims Screen

A lost, stolen, or damaged package is a source of stress for any professional. It breaks the promise you made to your customer and puts your profitability at risk. At Claisy, we have designed our Dispute reporting process Dispute be as simple, fast, and transparent as possible. The goal: to enable you to resolve the situation and satisfy your customer without wasting any time.

This comprehensive guide provides step-by-step instructions on how to open a Dispute file Dispute your Claisy interface.

Reporting Deadlines: The Golden Rule for Guaranteed Coverage

Before starting the process, it is crucial to know the deadlines for your claim to be admissible. Meeting these deadlines is the first requirement for successful compensation.

Your Deadlines for Action

  • General Coverage: Your packages are covered for 30 days after their shipping date.
  • In case of loss: The Dispute be opened within the 30-day coverage period. Ideally, report it when tracking has shown no activity for more than 3 calendar days (for domestic deliveries) and 7 calendar days (for international deliveries). A package is considered lost 10 days after the last movement of the package for domestic shipments, with a minimum of 21 days after the date of shipment (+10 days on these deadlines in the case of international delivery).
  • In case of Damage or Theft: The Dispute be reported within 48 calendar hours of receipt.
  • In the event of "Delivered but Not Received": The Dispute be reported within 72 calendar hours of the delivery date indicated by the Carrier.

The Right Thing to Do: Always Report the Incident to Carrier

Expert Advice

Even though filing a claim Carrier always a mandatory step in processing your Claisy claim (particularly for packages valued at less than €1,000), we strongly recommend that you always report the incident to Carrier soon Carrier possible. This best practice allows you to preserve your rights to file a claim and demonstrates your diligence, which can be useful in complex cases.

The Declaration Process: 5 Simple Steps

Once you have familiarized yourself with 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.

Claisy - Dispute addition screen

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 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)

‍

Claisy - What happened to your package?

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.

Required Supporting Documents by Type of Dispute

To ensure your case is processed quickly, it is essential that you prepare the correct documents. Click on the type of Dispute applies to you to see the list of required and recommended documents.

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

Documents for a Loss (Package never arrived) +
Value < €1,000 Value > $1,000
Required Item ✅
  • Sworn statement (Must be detailed and mention the item(s): serial number, IMEI, etc.)
Recommended Parts 💡
  • Carrier Appeal
  • Other (Invoice, Shipping label, Correspondence with recipient, etc.)
Required Documents ✅
  • Filing a police report (Must be detailed and mention the item(s): serial number, IMEI, etc.)
  • Official Identification Document
  • Carrier Appeal
Recommended Parts 💡
  • Shipping label
  • Other (Invoice, Correspondence with recipient, etc.)
Documents for Damages +

📷 Details about the required photos:

  • Packaging 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 item from all angles and one or more close-ups of the damage.
Value < €1,000 Value > $1,000
Required Documents ✅
  • Sworn statement (Must be detailed and mention the item(s) and circumstances of delivery)
  • Packaging photos
  • Photos of the merchandise
Recommended Parts 💡
  • Carrier Appeal
  • Other (Invoice, Shipping label, Correspondence with recipient, etc.)
Required Documents ✅
  • Sworn statement (Must be detailed and mention the item(s) and circumstances of delivery)
  • Packaging photos
  • Photos of the merchandise
  • Official Identification Document
  • Carrier Appeal
Recommended Parts 💡
  • Other (Invoice, Shipping label, Correspondence with recipient, etc.)
Documents for a Flight (partial or total) +
Value < €1,000 Value > $1,000
Required Documents ✅
  • Sworn statement (Must be detailed and mention the stolen item(s): serial number, IMEI, etc.)
  • Photos of the package
  • Photos of the merchandise
Recommended Parts 💡
  • Carrier Appeal
  • Other (Invoice, Shipping label, Correspondence with recipient, etc.)
Required Documents ✅
  • Filing a police report (Must be detailed and mention the stolen item(s): serial number, IMEI, etc.)
  • Official Identification Document
  • Photos of the package
  • Photos of the merchandise
  • Carrier Appeal
Recommended Parts 💡
  • Other (Invoice, Shipping label, Correspondence with recipient, etc.)
Documents for a "Delivered but Not Received" +
Value < €1,000 Value > $1,000
Required Item ✅
  • Sworn statement (Must be detailed and mention the item(s) not received: serial number, IMEI, etc.)
Recommended Parts 💡
  • Carrier Appeal
  • Other (Invoice, Shipping label, Correspondence with recipient, etc.)
Required Documents ✅
  • Filing a police report (Must be detailed and mention the item(s) not received: serial number, IMEI, etc.)
  • Official Identification Document
  • Carrier Appeal
Recommended Parts 💡
  • Other (Invoice, Shipping label, Correspondence with recipient, etc.)
To Put All the Odds in Your Favor

Never hesitate to include any documents that you think may be useful to your case, even if they are not listed as mandatory (email exchanges with the customer, testimonials, etc.). When managing Dispute, it is better to have too much evidence than not enough.

💡 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 PACKAGE DELIVERY, we recommend that you report the delay to your Carrier shipping broker AND open a "draft" Dispute Claisy: you are not required to upload any documents to do so. The date on which the draft is opened will be used to investigate your Dispute will allow you to remain within the 30-day coverage period.
  • 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 investigate a case, 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 informational purposes only and does not replace your contract or its specific terms and conditions.

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📎 Sample affidavits

🩹

Damaged package

To be used if the package arrived damaged.

See (PDF) Download (Word)
📦

Lost package

For packages that were never delivered.

See (PDF) Download (Word)
📬

Package delivered but not received

When the Carrier "delivered" but you haven't received anything.

See (PDF) Download (Word)
🔍

Product missing from package

For incomplete packages (missing items).

See (PDF) Download (Word)
🩹

Damaged package

Use if the package arrived damaged.

See (PDF) Download (Word)
📦

Lost package

For packages that were never delivered.

See (PDF) Download (Word)
📬

Package marked as delivered but not received

When the carrier shows "delivered" but you never received it.

See (PDF) Download (Word)
🔍

Item missing from package

For incomplete deliveries (items missing).

See (PDF) Download (Word)