Streamline claims management
Turn missing or damaged packages into carrier-ready claims
Let customers report missing or damaged packages while your teams receive carrier-ready claim records.
Why delivery claims break at scale
Missing, damaged, or undelivered packages are unavoidable. What turns them into a real business problem is how claims are reported, processed, and submitted across customers, support teams, and carriers.
Delivery issues leave customers unsure when to wait, when to report, and what information is required. Claims start inconsistently, driving frustration, repeat contacts, and unreliable data from the start.
Claims arrive through emails, tickets, and chats with missing details. Teams investigate across multiple systems, increasing handling time, handovers, and operational workload before a claim is even ready.
Eligible claims must be identified, consolidated, and formatted manually. Missing or non-compliant documentation delays submissions, leads to rejections, and causes recoverable revenue to be written off.
Claims data lives in silos, making it hard to track volumes, reasons, or outcomes. Without visibility, teams stay reactive, miss patterns, and struggle to improve carrier and delivery performance.
What we deliver
When claims are structured
and compliant, you can
Standardize customer claim reporting
Give customers a clear, guided way to report missing or damaged packages — aligned with your timelines, rules, and documentation requirements — so claims start correctly every time.
Lower handling effort per claim
Automated claim intake and evidence collection reduce manual investigation, back-and-forth, and system hopping — so teams spend less time preparing claims and more time resolving them.
Increase carrier recovery rates
Carrier-ready claim records with complete data and signed declarations improve approval rates, reduce rejections, and speed up reimbursement for valid claims.
Gain control over claims operations
Centralized, structured claims data gives teams visibility into volumes, reasons, outcomes, and carrier performance — enabling proactive improvement instead of reactive firefighting.
Claims built for customers,
support, and carriers
Let customers report issues instantly
Give customers a clear, guided way to report missing or damaged packages while enforcing your policies and collecting the evidence your teams and carriers require.
KEY FEATURES:
- Enable self-service issue reporting for missing, delivered-not-received, and damaged packages within your branded returns portal.
- Enforce retailer-defined rules like waiting periods, eligibility thresholds, and carrier-specific flows.
- Collect signed declarations and required documents at submission — before the case reaches support or logistics teams.
Automate claims reporting and recover lost revenue
Streamline claim intake and evidence collection so valid cases move faster, approvals increase, and carrier reimbursements don’t get stuck.
KEY FEATURES:
- Centralize all claim-relevant shipment data such as tracking events, order value, item details, and carrier info into a single, exportable claim record.
- Generate carrier-compliant claim cases with complete documentation, reducing rejections and speeding reimbursement.
- Standardize claim reasons like ‘Lost in transit’, ‘Delivered not received’, and ‘Damaged package’ to match carrier and internal workflows.
Reduce carrier back-and-forth
Provide carriers with complete, compliant claim records upfront, so investigations move faster and fewer cases bounce back.
KEY FEATURES:
- Standardize claim data, documents, and timelines to meet carrier requirements across regions and services.
- Reduce follow-ups and resubmissions by submitting claims with all required evidence attached.
- Support carrier-specific workflows and forms without manual rework from your teams.
Gain control over claims operations
Track claim volume, reasons, outcomes, and carrier performance so losses are visible and preventable.
KEY FEATURES:
- Monitor claims by reason, carrier, region, and outcome from a single operational view.
- Identify recurring issues across routes, regions, carriers, or SKUs driving claim volume.
- Export structured claim data to support audits, carrier reviews, and internal reporting.
Resolve claims faster, with less effort and better results
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Faster claims resolution
Reduce manual workload for customer service teams and process claims faster.
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Reduction in lost revenue
Brands can reduce revenue leakage and achieve higher success with carrier claims.
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Improved carrier claim success rate
Maximize recovery rates and get faster turnaround on automated carrier-compliant reports.
Ready to get started?
Turn your delivery experience into a competitive advantage
Process claims & warranties instantly with our AI-powered Agent
Built for Experience Designers dedicated to post-purchase excellence
With parcelLab’s delivery experience platform, brands can take full control of tracking, updates, and customer communication—offering a branded portal, real-time notifications, and complete shipment visibility to reduce WISMO, build trust, and turn deliveries into a seamless brand experience
Why users love parcelLab
Over 150 reviews on G2 and recognition as a Leader in post-purchase prove we’re making a real impact. We were even named one of G2’s Top 50 Supply Chain & Logistics Software products for 2025. But don’t take our word for it—here’s what our customers say.
parcelLab user
Validated reviewer via G2
“It is allowing us to view if clients are receiving all the correct emails which allows us to then be prepared when clients come back and advise they haven’t recieved any communication as of yet.”
parcelLab user
Validated reviewer via G2
“[I like] how easy it is to see all details about the shipments belonging to one single order in the case of multiple replacements. Really easy to see if customer has had previous claims, when working in customer care.”
parcelLab user
Validated reviewer via G2
“It is solving the issue of having to track customer claims in a spreadsheet. Way more efficient. And I can see all details on one page.”
What our customers told Forrester
“We lacked control and visibility on this part of the customer experience, especially as we were growing, it was harder to manage the carrier communications data, so we missed traffic and opportunities. There was potential for brand damage from inconsistent messaging and tone, impacting customer satisfaction and brand reputation.”
Senior Business Analyst
Luxury fashion retailer
Your questions, answered
By giving customers a clear, guided way to report missing or damaged packages and understand next steps. This reduces confusion and back-and-forth, while ensuring inquiries arrive with complete, usable information.
By generating carrier-ready claim records with complete shipment data and signed declarations. This improves claims approval rates, reduces rejections, and speeds up reimbursement for valid claims.
By enforcing claim rules, waiting periods, and documentation requirements at submission. Built-in structure and signed declarations discourage abuse while protecting legitimate customers.
Design experiences that create customers for life
