How We File Shipping Claims, and Win

Table of contents

1. TL;DR
2. Claim Eligibility
3. Intake Workflow
4. The Claim Packet
5. Evidence by Type
6. Submission Channels
7. Status Discipline
8. Evidence Matrix

Shipping claims are an ops workflow: eligibility → intake → packet → submit → status → follow-up. Consistent recovery comes from running the same system every time.

If your 3PL is not filing shipping claims, you're leaving money on the table.

TL;DR (For Operators)

Recovery is a game of documentation and speed. If you file incomplete packets or ignore carrier requests, your win rate will plummet. Standardize the intake, automate the queue, and never combine multiple tracking numbers into one claim.

Step 1: Confirm the Shipment Is Claimable

File a carrier claim only when all are true:

• Within the carrier/program claim window
• Tracking history supports the narrative
• Required documentation exists
• Issue is carrier-related (not customer error)

If any core requirement is missing, do not file a weak claim. Resolve through normal support and document why it was not viable.

Step 2: Internal Intake Workflow

A. Ticket Creation (CRM)

Client reports issue → ticket created in CRM.

B. Internal Review

Review tracking status, delivery scans, shipment timeline, issue type, and documentation availability. Not claimable? Resolve normally. Claimable? Move to intake.

C. Claim Intake Form

Complete the form with order/tracking numbers, carrier, reason, and links to proof of value/evidence.

D. Slack + queue automation

Intake submission posts to the internal Slack channel and creates a CRM ticket in Claim Needs Filed.

E. Filing ownership + logging

Claim owner files the claim, attaches docs, and records the case #. Then, move to Claim Successfully Filed and update the Claims Spreadsheet Tracker.

Step 3: Build the Standard Claim Packet

Maintain one packet per tracking number (never combine multiple trackings).

Core Packet Checklist

• Tracking number + shipment identifiers (order # / internal reference)
• Proof of value (invoice/order summary)
• Shipment details (ship date, service, recipient, item description)
• Tracking history / scan screenshots
• Proof of shipment / carrier acceptance (when required)
• Client-reported issue notes + timeline

Step 4: Add Claim-Type Evidence

Lost / Stalled in Transit

Add full scan timeline, last scan date/location, proof of carrier acceptance, and a short statement summarizing the stall.

Damaged

Provide a complete photo set: outer packaging, inner packaging, product damage, and the tracking label visible on the package. Retain product until the claim closes.

Missing Contents / Pilferage

Provide photos of outer box (re-tape/openings), inner packaging, photos showing missing/empty/mismatch vs expected contents, and proof of value.

Delivered Not Received (DNR)

Provide delivery event details, address confirmation (shipped vs order), customer statement, and any carrier-provided delivery context.

Step 5: Submit Through the Correct Channel

Step 6: Follow-Up & Status Discipline

• Respond promptly to carrier requests for additional documentation.
• Keep one clear owner/primary contact for the program.
• Keep CRM queue + Tracker statuses current so claims don’t disappear.

Quick Reference: Evidence Matrix

• Store claim files and confirmations in the standard internal structure.
• Retain documentation for at least 12 months
• Keep packaging/product for damage claims until closed.