A lost, stolen, or damaged package is a source of stress for any business professional. It breaks the promise you made to your customer and poses a risk to your profitability. At Claisy, we’ve designed our Dispute claims process to be as simple, fast, and transparent as possible. The goal: to help you resolve the issue and satisfy your customer without wasting any time.
This comprehensive guide provides step-by-step instructions on how to open a Dispute file on your Claisy interface.
Reporting Deadlines: The Golden Rule for Guaranteed Coverage
Before beginning the process, it is crucial to know the deadlines for your claim to be admissible. Meeting these deadlines is the first requirement for a successful claim.
The Right Thing to Do: Always Report the Incident to the Carrier
The Filing Process: 5 Simple Steps
Once you've reviewed the deadlines, here are the steps to follow directly in your Claisy interface.
Step 0: Log in and go to the section disputes
Goto the Claisy platform and log in with your usual credentials.
In the main menu, navigate to the "disputes" section, then click the "Open a Dispute " submenu.
Step 1: Track Your Package
Use the search bar to find the shipment you're looking for. You can use the invoice number, the tracking number, etc.
Step 2: Confirm the shipping information
Once you've selected the package, the shipping label information will appear. Verify that it is correct and click "Confirm" to proceed to the next step.
Step 3: Describe the incident and the harm
This is where you tell us what happened.
- Select the reason for the claim ( Dispute, Loss, Damage, etc.)
- Enter the package’s weight
- Specify the amount of compensation you are seeking (which must correspond to the loss or damage incurred and may not exceed the covered amount)
Step 4: Upload the supporting documents
Now is the time to download the required 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 application, you will receive a response from our team regarding its processing within 48 business hours. If your claim is approved, your compensation will be paid within 72 business hours.
Required Supporting Documents by Type of Dispute
To ensure your application is processed quickly, it is essential to prepare the correct documents. Click on the type of dispute that applies to you to view the list of required and recommended documents.
💡 Good to Know: Special Cases
- IF YOU ARE NOT USING AN AUTOMATED CONNECTION WITH CLAISY (via API or CMS connector), we will likely ask you to provide additional documents, such as the invoice and packing slip!
- IF YOUR PARCEL IS DELAYED, we recommend that you report the delay to your Carrier or shipping broker AND create a "draft" Dispute on Claisy: you are not required to upload any documents to do this. The date the draft claim was created will be used to process your dispute and will ensure that it is filed within the 30-day coverage period.
- IF THERE IS ANY DOUBT REGARDING THE AUTHENTICITY OF THE DOCUMENTS or if we suspect tampering, our teams reserve the right to request additional documentation to verify the validity of the claim. Transparency is the key to a successful partnership. The documents listed above are the minimum requirements needed for us to process a claim; therefore, we may ask you for additional information to conduct our “investigation” as thoroughly as possible.
- IF A MARKETPLACE BLOCKS YOUR DOCUMENTS, please send us the correspondence with your customer that you have in your Inbox.
- IF TRACKING IS NOT AVAILABLE THROUGH CLAISY, you will be asked to provide pickup details and proof of delivery (PoD), if applicable
This article is for informational purposes only and in no way replaces your contract or its specific terms.