TABLE OF CONTENTS
- Submit A Claim
- Track Your Claims
- Filtering Claims
- Searching for a Claim
- Understanding the Claim Details
- Manage Claims
- Cancel Claims
Submit A Claim
Submitting a claim via the Claims Centre is similar to submitting a claim through Parcel Finder. Simply click the "Submit a Claim" button and follow the steps. For more detailed information, please read the support article titled How to Submit a Claim.
Track Your Claims
The Claims Centre displays all your claims, allowing you to track their progress from submission to payment
Understanding the KPIs
There are three KPIs at the top of the page. These KPIs cover claims for both Seven Senders and Non-Seven Senders shipments:
- Total Open: The total number of claims currently being processed. This includes all claims in any status except for those that have been completed, such as claims that have been declined or paid.
- Action Required: Claims that require your attention. These claims need additional input from you to complete the claims process.
- Accepted & Awaiting Payment: Claims that have been accepted and are currently awaiting payment.
Additional Statuses (Not Part of the KPIs)
These statuses are considered closed:
- Successful: A credit note has been issued.
- Declined: The claim was not accepted. You will receive a notification explaining why your claim was declined. If you wish to dispute the decision, click the "View Reason" button under actions and follow the on-screen instructions.
- (Non-Seven Senders only) Paid: The claim has been paid by the carrier.
- (Non-Seven Senders only) Incorrect Payment: The claim has been paid by the carrier, but the amount was different from what was expected based on their regress terms and the value of the claim.
Filtering Claims
You can filter the list of claims by status or type of claim. Once you select a filter or multiple filters, only claims that match those criteria will be displayed.
Searching for a Claim
You can find a specific claim by searching via the tracking code. Simply enter the tracking code, and if a claim exists for the shipment with that code, it will be displayed.
Understanding the Claim Details
- Claim Status: The current status of the claim (as explained above).
- Claim Type: The type of claim you submitted, such as Investigation, Partial or Whole Damage, or Missing Item.
- Claim Value: The net value of the claim, i.e., the value you provided during submission.
- Submission Date: The date you submitted the claim.
- Tracking Code: The tracking code of the shipment associated with the claim. For Non-Seven Senders shipments, a small badge will indicate this.
- Actions: Any actions you need to manage your claims will appear here. This includes viewing shipment details, providing additional documents or information, viewing and disputing declined reasons, and adding payments for claims related to Non-Seven Senders shipments.
Manage Claims
You can manage your claims entirely within the Claims Centre. If a claim requires additional input after submission, it will be placed in the status "Action Required." When this happens, a "Take Action" button will appear. Clicking this button will open a side panel that explains why the claim requires action and provides the necessary tools for making the required changes. Once you’ve taken action, the claim will be marked as "Resubmitted." Our Customer Service team will then review the changes and either accept the claim or place it back into the "Action Required" status.
If your claim is in the "Action Required" status and the reason doesn't fit one of our standard responses, you will be referred to the email notification for details on why it's in that status. You can still use the rest of the "Take Action" functionality as usual, including adding a comment or uploading documents.
Cancel Claims
If you submit an investigation claim for a lost shipment or a disputed delivery and the shipment at a later date is delivered to the recipient or returned to your warehouse, you can cancel these claims yourself from within the Claims Center.
- What claims can be cancelled? An investigation claim which is in any of the following statuses can be cancelled: Submitted, Resubmitted, Action required, In progress, Accepted or Credit note pending. If a claim is in the status Successful you will need to email our Customer Support Team at [email protected].
- How do I cancel a claim? Simply click on the actions button, then 'Cancel Claim' and follow the on screen instructions.
- What happens when I cancel a claim? The claim status will be updated to 'Declined', the carrier will be informed and you will receive a confirmation notification that the claim was cancelled. Once cancelled no further action will take place with regards to this claim.
- What do I do if I cancelled the wrong claim or cancelled a claim by accident? Just like any claim which is in the status 'declined' it can be disputed. Simply click on the actions button, then view reason and follow the on screen instructions.
