Less time spent claiming, more compensation recovered
Claims opened straight from your tickets, pre-filled and fully documented.
We chase the carrier; you track the amounts recovered in a dedicated dashboard.
A lot of effort, no guarantee
As many logins, forms and tabs as you have carriers. Your agents spend more time switching between portals than working on the claim itself.
Proof of delivery, product value, customer declaration: every document has to be tracked down order by order before the claim can even be filed.
A claim sits for three weeks without an update and nobody notices. Someone would have to go back and check the portal, and nobody has the time.
The customer chases for news on their refund. With no visibility on the carrier claim, the agent can only promise to get back to them.
From incident detected to compensation paid
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Automatically flag late or lost parcels
A late parcel goes unnoticed until the customer gets in touch. Our automatic anomaly detection system, Smart States, monitors your deliveries and flags the ones that fall behind: delivery date passed, no scan for several days, and more.
• Issues are caught before a ticket is even opened
• More parcels claimed, so more compensation recovered
Your agent opens a claim without ever leaving the ticket
Until now, a carrier claim meant one tab per carrier portal, an order to track down and a form to fill in by hand.
Now it opens directly from the ticket, in your support tool or in Shipup by ZigZag. The order data is already there: tracking, dates, recipient, parcel contents and value.
Get an answer from the carrier without ever chasing them
Once the claim is open, follow-ups are handled for you, and the documents the carrier requires are generated from your data and attached to the claim.
Your agents are only brought in when an action genuinely falls to them.
Track all your claims from a single screen
Reference, reason, status, amount claimed, amount recovered, grounds for rejection, missing information: every claim reads the same way, whatever the carrier. You see at a glance which are progressing, which are stuck and which have been settled.
The carriers you use are already connected
We add it on request, in under 10 working days.
No development on your side, no tender, no contract to renegotiate.
3 claim types, one reflex
The three incidents that fill your tickets can now be claimed in one click, across more than 10 carriers.
Lost parcel
The customer is asked for a declaration of non-receipt, which is attached to the claim automatically.
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Damaged parcel
All you need to add are the photos; the rest of the claim is already filled in.
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Late parcel
Collection date, promised delivery date: everything is pre-filled. You check, you send.
Frequently asked questions
Your support team stay within Zendesk, Gorgias, easiware, or the Shipup by ZigZag interface. Our browser extension reads the ticket context, retrieves the corresponding parcel, and offers to open a claim. There is no development required on your end: simply install the extension (Google Chrome) and connect your carrier accounts to get started.
A carrier claim arises when a shipped order does not arrive as expected: a lost parcel, a damaged parcel, a parcel marked as delivered but never received, or a significant delay. The merchant then files a claim with the carrier to obtain compensation. Each carrier has its own portal, forms and deadlines, which makes tracking difficult as soon as you work with several carriers.
The deadline depends on the type of incident and the carrier. For damage or partial loss, Article L133-3 of the French Commercial Code requires a reasoned written protest within three days of delivery, excluding public holidays. Each carrier then applies its own claim windows, which are often shorter for a delay than for a loss. Once these deadlines have passed, the claim is rejected without review.
An accepted claim almost always relies on the same documents: the tracking number, proof of shipment, the invoice or purchase order establishing the value, and depending on the case, photos of the parcel and packaging or a statement from the recipient. Gathering these documents order by order takes time, and it is often what delays a claim or leads merchants to give up on it.
You file a claim with the carrier, attach the required supporting documents, then follow up until a decision is made. Compensation is capped by the contract of carriage, most often based on the parcel's weight, unless a value was declared or additional coverage was purchased. It covers the market value of the order, not the price your customer paid, and shipping costs may be refunded on top.
Yes. With Claims by Shipup by ZigZag, the issue is flagged on the order and the claim opens in one click from the customer ticket, with a pre-filled file that your agent approves. Follow-ups are then sent without involving your teams, and every claim stays in a single view, across all carriers, showing the amount claimed and the amount recovered. Ten carriers are covered, and more are added on request.
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