Start claiming choosing your issue - is it a lost parcel, a damaged one or a missing item case?
Enter the tracking ID of the parcel that you want to claim or alternatively enter a valid internal order number,
Depending on the chosen claim type, upload the required documents: invoice (always), DOR (lost), photos (damaged)
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Parcel issues arrive at the shop in form of a consumer calling or emailing "there is a problem".
In general, there are 3 main issue types raised by consumers:
1) A parcel can be "lost" - in that case the Shop CS must open an "investigation"
2) A parcel can be damaged - in that case open a Damaged claim case
3) Only single items are missing? Open a "Missing item" case
Now you have to insert a valid order or parcel ID for which you want to submit the claim:
Simply copy-paste either the internal Order ID of the consumer order or the referring Tracking ID of the parcel that is affected.
Done! All data to the order/parcel will automatically be filled - no typing or manual effort for you.
You are almost ready to submit your claim - finish off with adding the required documents which vary with the claim type:
Which documents are required?
1. Always required is the sales invoice in order to prove items and values
2. In case of a "lost" claim you need to upload a DOR signed by the consumer
3. In case of a "damaged" claim you need to add photos of damanged goods
The most time-consuming part of a loss claim (80%+ of all claims are loss claims) is preparing, sending, getting back and saving the DOR.
The DOR is a letter that needs to be signed by the consumer, stating that she has never received the goods she ordered but which have - based on the carrier tracking - been delivered correctly or to a neighbor.
The industry standard is highly manual: Creating a PDF, sending it via email to the consumer, she has to print and sing and send it back to the CS, the signed PDF must be stored and attached to the claim submission.
With the DOR e-signature feature you skip ALL OF THE ABOVE. Simply click & copy the e-sign-URL and send it to your consumer - the rest is magic.
In claim.me you see all your open, refunded and also denied claims. See what's missing and keep control!
