Set up, submit, and manage carrier claims
Claims lets you open and track carrier claims for late, lost, or damaged packages directly from your existing support workflow.
Instead of switching between carrier portals, manually filling out forms, and following up on individual claims, your team can manage the process from Shipup.
With Claims, you can:
Submit claims across supported carriers using one consistent process
Save time with pre-filled claim information and automatically generated supporting documents
Track claim statuses and identify when action is required from your team
Let Shipup handle carrier follow-ups automatically
Collect a shopper’s Denial of Receipt automatically when required for a lost-package claim
Before you start
Once Claims has been enabled by your CSM, an admin will need to:
Install the Shipup Chrome extension
Connect the carriers you want to use with Claims
Make sure the relevant orders and carrier data are available in Shipup
Agents can then submit eligible claims through the Chrome extension.
Supported carriers
Claims currently supports:
Colissimo
Chronopost
Mondial Relay
DHL
FedEx
Colis Privé
UPS
Royal Mail
DPD
GLS
If you need a carrier that isn't currently supported, contact your CSM.
1. Install the Shipup Chrome extension
The Shipup Chrome extension is required to open a claim.
Install the extension from the Chrome Web Store and pin it to your browser for easy access.
You can use the extension while working in Shipup or in your support tool, including Zendesk and Gorgias, so you don't need to leave your existing workflow to submit a claim.
2. Connect your carriers
Before your team can submit claims, an admin must connect the relevant carrier accounts to Claims.
To connect a carrier:
In Shipup, go to Claims > Carriers.
Click Connect to a carrier.
Select the carrier you want to connect.
Enter your carrier credentials.
Submit the connection.
We'll verify the credentials before claims can be submitted for that carrier. During this verification, the carrier connection will appear as pending.
Once the credentials have been successfully verified, the carrier will be available for Claims.
If your carrier credentials can't be verified
If the connection fails, you'll see a message in Shipup prompting you to reconnect the carrier or correct its credentials.
Claims can't be submitted to that carrier until valid credentials have been provided.
Both admin and read-only users can see when a carrier connection requires attention, but only an admin can update the carrier configuration.
3. Open a claim
Claims are submitted manually from the Shipup Chrome extension.
You can open claims for eligible packages with one of the following claim reasons:
Late
Lost
Damaged
To open a claim:
From your support tool or Shipup, open the Shipup Chrome extension.
Select the relevant order.
If the package is eligible, click Open a claim.
Select the appropriate claim reason: Late, Lost, or Damaged.
Review the information that Shipup has pre-filled.
Complete any missing information and add any required documents.
Submit the claim.
Once submitted, the claim initially appears with a Pending status while it is being prepared for submission to the carrier.
What information is pre-filled?
Whenever the data is available in Shipup, Claims pre-fills information such as:
Tracking information
Shipment dates
Recipient details
Package or order value
Shipping and billing information
Order line items
Supporting documents, such as proof of purchase, can also be generated automatically using your order data.
The more complete your order data is in Shipup, the more information Claims can pre-fill for your agents.
Additional information for damaged packages
For a Damaged claim, you'll need to provide evidence of the damage.
Upload separate images or documents showing:
The outer packaging
The inner packaging
The damaged goods
Accepted formats are JPEG, PNG, and PDF, with a maximum file size of 10 MB per file.
Claim value
For each claim, you'll also need to confirm the value you're requesting from the carrier.
This includes the description of the package contents, the currency used for the order, and the retail value including VAT.
This value becomes the Claim amount shown in Shipup.
Why can't I see the “Open a claim” button?
The button only appears when the package can be submitted through Claims.
In particular, the package must be associated with a carrier that has been configured for Claims.
Eligibility also depends on the claim reason and the carrier's claim requirements. For example, a carrier may reject a claim submitted outside its eligible claim window.
4. Track and manage your claims
Once a claim has been submitted, you don't need to manually check the carrier portal for updates.
Shipup handles carrier follow-up and centralizes the latest information in Claims.
Go to Claims in Shipup to see all your claims in one place.
For each claim, you can see information including:
Claim reference: the reference provided by the carrier. While the carrier is creating the claim, you'll see “Claim reference generating.”
Last update: when the claim status was last updated.
Claim reason: Late, Lost, or Damaged.
Days passed: the number of days since the claim was created.
Status: the current state of the claim.
Claim amount: the amount requested from the carrier.
Estimated refund: the amount the carrier has indicated it has agreed to refund, when available.
This allows your team to identify claims that are progressing normally and focus on the ones that require action.
About estimated refunds
The estimated refund reflects information provided by the carrier. Shipup doesn't have visibility into the actual payment between your company and the carrier, so this information should not be considered confirmation that payment has been made.
View claim details
Click a claim to open its detail page.
From there, you can review:
The current claim status and additional status details
The claim refund information provided by the carrier
Attached documents
Claim and order information
The agent who opened the claim
The carrier claim account used
Any information or action required to move the claim forward
You can also add supporting files after the claim has been opened when additional documentation is required.
5. Understand claim statuses
Claims uses the following statuses to show where a claim is in its lifecycle and whether you need to take action.
Status | What it means |
|---|---|
Pending | The claim is being prepared and verified before submission to the carrier. |
Submission Failed | The claim couldn't be submitted. Our team will investigate the issue. Try again later if needed. |
Invalid | Some information in the claim is invalid or inconsistent. Review the claim details and correct the information before resubmitting. |
In Progress | The carrier is processing the claim. No action is currently required from you. |
Waiting for Information | Additional information is required to continue processing the claim. Open the claim details to see what is needed and who needs to provide it. |
Issue Resolved | The carrier resolved the delivery issue according to its process, for example by delivering or returning the package. No refund is associated with the claim. |
Accepted | The carrier accepted the claim, but the final credit amount or credit note is still pending. |
Rejected | The carrier rejected the claim. When available, you'll find the rejection reason in the claim details. |
Refunded | The carrier has defined the refund amount. The actual payment is handled between you and the carrier. |
6. Denial of Receipt for lost packages
For some lost-package claims, the carrier may require a Denial of Receipt (DOR) from the shopper.
A DOR is a declaration signed by the shopper confirming that they did not receive the package.
Claims automates this process so your agents don't need to contact the shopper manually and collect the document themselves.
How it works
When a lost-package claim requires a DOR:
The claim moves to Waiting for Information.
The shopper automatically receives a notification asking them to confirm that they didn't receive the package.
The shopper follows the link in the notification.
Their information is already pre-filled.
They digitally sign the declaration.
The signed document is automatically added to the claim so processing can continue.
The shopper has 7 days to complete the declaration.
What happens if the shopper doesn't sign it?
Only one automatic notification is sent, and no automatic reminder is sent during the 7-day period.
If the shopper doesn't complete the declaration within 7 days, the claim is automatically rejected. You'll be able to see the reason in the claim details.
If needed, you can manually resend the notification from the order page.
The DOR notification is automated and can't currently be edited or disabled.
7. What Claims does and doesn't do
Claims is designed to simplify claims submitted by your team to your carriers.
It doesn't manage claims opened directly by shoppers.
A few other things to keep in mind:
Claims must currently be opened manually; Shipup doesn't automatically submit a claim when a delivery issue occurs.
Claims can't currently be submitted in bulk.
Claims created outside Shipup aren't imported into Claims.
Claims can't currently be exported directly from the Claims interface.
Proof of delivery isn't available from the Chrome extension.
Carrier follow-up is automated, so you don't need to manually contact the carrier through Claims.
Shipup doesn't confirm when the carrier has actually paid a refund. Refund information displayed in Claims reflects the information made available by the carrier.
Migrating from the previous version of Claims
If you're currently using the previous version of Claims, contact your CSM to migrate to the new experience.
Migration isn't automatic.
Before moving to the new version, keep in mind that:
Existing open claims from the previous version won't move to the new Claims experience.
Any unresolved legacy claims will need to be followed directly through the relevant carrier portal.
You'll need to reconnect your carrier accounts after Claims has been enabled.
The previous and new versions of Claims can't be used simultaneously.
Your CSM will guide you through the migration and activation process.
Do I need to log into carrier portals to follow my claims?
No. Once a claim has been submitted, Shipup handles carrier follow-up and displays the latest claim information in the Claims dashboard.
If information is required from your team, you'll see it in the claim details.
Can Claims automatically detect and submit eligible claims?
No. Claims are currently submitted manually by an agent.
Can I submit multiple claims at once?
No. Bulk claim submission isn't currently available.
Will shoppers receive reminders to sign a Denial of Receipt?
No. One notification is sent automatically. The shopper has 7 days to sign the declaration.
If necessary, you can manually resend the notification from the order page.
Can I add another carrier?
If a carrier you use isn't currently supported, contact your CSM to discuss adding it.