Claims Manager

Use the Claims Manager feature to consolidate all claims-related order information in an export via our customer service portal and simplify the claims process.

Overview

Your customer service teams can use the Claims Manager feature to efficiently manage claims for lost and damaged parcels in the parcelLab App and help to reduce operational costs. Customer service agents can mark a tracking record as claimed, which saves a timestamp and claims reasons against the record that can later be exported and sent to you by parcelLab. All the specific parcel information you normally have to collate for claims in a different system, we can provide in the export for you to include in your claims report, which you can send to carriers to see if/why a parcel is missing in order to claim lost and damaged shipments towards carriers.

Using Claims Manager in the App

In the Trackings module in the App, you can search for tracking records that require attention for customer claims and mark them as claimed or remove the flag marking them as claimed.

By marking a tracking record as claimed, this data can be included in an export, which can be used to assist with the claims process (for example: for claiming lost parcels with the carrier).

You can select a number of claim reasons to accurately record lost and damaged parcel claims, including multiple fraud-related claim reasons. This information can be used to centralize data in the claims export and reporting to gain valuable insights to speed up processes, spot recurring issues, and improve carrier performance.

Try our interactive demo and walk through the Claims Manager process.

Configuring the Claims Manager Export

This section describes the configuration required for the Claims Manager export.

Customer Requirements

The export files will be created as carrier-specific exports and you will need to provide the following information to parcelLab:

• Confirm how often you want to receive the exports from parcelLab.

• The order/tracking information required by a specific carrier for the claims process (for example: a claims form template provided by the carrier). The following lists the type of information needed for a claims report:

• Tracking number

• Order number

• Customer number

• Customer name

• Street name

• House name

• Postcode/zip code

• City

• Country

• Carrier/courier

• Last scan date

• Last scan information

• Order date

• Delivery date

• Article

• Product category

• Product description

• Quantity

• Single price

• Total amount

• VAT

• Invoice number

• parcelLab claims reason

You will need to contact the relevant carrier to ensure the required data is provided so parcelLab can include it as part of the export as each carrier will have their own specific template.

Implementation Process

When parcelLab has the required information, the setup process can be begin to build the recurring exports based on the carrier requirements provided. For further information on export requirements, please contact your parcelLab representative.