Self-Service Claims

Enable customers to self-report missing parcels and streamline claims handling with an automated process.

Overview

The Self-Service Claims feature allows customers to easily report missing parcels and submit a Declaration of Non-Receipt (DNR) directly through a branded returns portal with all claim information stored in the tracking record. Based on this data, a process can be triggered to automatically send all claim details and uploaded files via email to your customer service team to deal with the request.

The feature consists of two elements:

• Reporting a missing parcel when the whole parcel is not received

• Providing a DNR form that customers can download and fill out before uploading to submit a claim

Both parts of the feature can be used individually, offering flexibility for different operational needs.

Key Benefits

Using Self-Service Claims provides customers with a guided process to report missing parcels or upload required claim documents, reducing friction when submitting claims and improving their experience. While for retailers, the feature streamlines processes and minimizes manual effort for customer service who automatically receive all claim data to help them resolve claims issues quicker.

Configuring the Self-Service Claims Feature

The following sections describe the configuration required for the Self-Service Claims feature.

Customer Requirements

For the feature to work, you need to provide the following:

• For configuring reporting a missing parcel:

  • Define the thresholds (in hours) before a claim can be made for the following use cases:

    • Lost in transit - number of hours after shipping or order date before a claim can be made

    • Delivered not received - number of hours after the delivery scan before a claim can be made

  • Agree to the customer-facing text for this section (for example: the message shown to customers advising when they can submit a request).

• For configuring the claims page/DNR form:

  • Provide the DNR form from the carrier (that is: a standard DNR form or carrier-specific form)

  • Agree to the customer-facing text for this section (for example: instructional information for completing the DNR form)

Implementation Process

To activate this feature, please contact your parcelLab representative with the information specified under the Customer Requirements section.

Using Self-Service Claims

This section describes the process of submitting a claim using the Self-Service Claims feature.

Threshold Message

You can set thresholds for when a claim can be made, covering both "Lost in Transit" and "Delivered not Received" scenarios. Before the threshold expires, customers are shown a message advising when they can return to submit the request.

Report Missing Parcel

Customers can select the Report Missing Parcel option to initiate a claim. Depending on the configuration, they may see a message that request can be submitted after a defined time period (for example: 7 days). When the option is available, the claim can be submitted directly in the Returns Portal.

DNR Form

From here, customers can download the DNR document, complete the form, and upload it directly back in the Returns Portal.

After uploading the DNR document, claim information is automatically saved in the tracking and can be shared with customer service via email (for example: a notification email with all claim details and attachments) to support them in handling the customer claim.