Carrier damage claims
Carrier damage claims, with the evidence carriers ask for.
When an item is damaged in transit, the carrier can pay, if the claim arrives in time with the right evidence. Verilo turns a verified capture into a claim pack for UPS, FedEx, DHL Express, USPS, Royal Mail and Australia Post: the deadline, the filing page, the form fields filled from the order, and timestamped photos of the label, packaging and damage.
Deadlines
Each carrier's window, and who files
Every carrier counts from a different date. Verilo works out the deadline for each shipment and shows it first.
| Carrier | Damage claim window | Who files | Default cover |
|---|---|---|---|
| UPS | 60 days from delivery | The shipper files: that is your store. | UPS pays up to US$100 per package unless a higher value was declared when it was shipped. |
| FedEx | 60 days from shipping | The shipper files: that is your store. | FedEx pays up to US$100 per package unless a higher value was declared when it was shipped. |
| DHL Express | 30 days from pickup | The shipper or the DHL account holder files: that is your store. | DHL Express pays about US$35 per kg (26 SDR per kg) unless Shipment Value Protection was bought. |
| USPS | 60 days from shipping | The mailer or the addressee may file: your store can. | USPS pays up to US$100 on Priority Mail and Ground Advantage, more only if extra insurance was bought. |
| Royal Mail | 30 days from shipping | The sender or the recipient may claim; the sender's claim comes first. | Royal Mail pays up to £75 on Tracked (£150 on a business account) or £750 on Special Delivery, at cost price, not sale price. |
| Australia Post | 6 months from lodgement | For a retail parcel the customer claims, at a Post Office with the item; this pack supports eParcel Transit Cover claims, or a claim the customer has passed to you in writing. | Australia Post pays up to A$100 on Parcel Post and Express Post unless Extra Cover or Transit Cover was bought. |
From each carrier's published terms. Windows can differ for international shipments and other services; the pack names the rule it used.
Evidence
What carriers ask for
The carriers' own claim rules ask for much the same thing, and most of it disappears once the customer throws the box away.
The outer box
Photos of the outside of the package, showing where it was crushed, torn or wet.
The inner packing
The item as it sat in the box, with its cushioning, to show it was packed properly.
The label
A close-up of the shipping label, tying the package to the tracking number.
The damage
Clear photos of the damaged item, plus proof of value such as the order invoice.
Verilo's capture asks the customer for each of these while the box is still at hand, so the evidence exists before anyone needs it.
The pack
What is in a Verilo claim pack
A cover page with the deadline
The carrier, the filing deadline with the days left, the filing link and how to file, and the carrier's default cover.
The claim form, filled in
The fields the carrier's form asks for, filled from Shopify and the capture, with clear blanks for what only you know: declared value, box dimensions, account number.
Timestamped photos
The label, packaging, item and damage, each with the time it was captured and a SHA-256 fingerprint.
The Result and its checks
What the capture showed: the label matched tracking, the item matched your product image, the capture was live.
Deadlines in view
Nothing slips past the window
- A carrier claim card appears on the claim as soon as the Result lands.
- Home lists every carrier deadline within seven days that has not been filed.
- Reports show what was recovered from carriers, alongside filed, paid and denied counts.
- Carrier claim packs come with the Growth and Scale plans.
Questions
Frequently asked
Does Verilo file the claim with the carrier?
No. No carrier has a claims API, so Verilo prepares the pack and you file it on the carrier's site. Verilo never files claims or receives money.
Which carriers are supported?
UPS, FedEx, DHL Express, USPS, Royal Mail and Australia Post. Verilo detects the carrier from Shopify's shipment, or from the tracking number when that is unambiguous, and asks you when it is not.
Will the carrier pay the full value of the item?
Carriers pay up to their cover limit unless extra cover was bought when the parcel was shipped. Royal Mail pays the cost price, not the sale price. The pack states each carrier's default.
What if the date the window counts from is missing?
Verilo uses an earlier date in its place, the ship date for a delivery date or the order date for a ship date, so the deadline shown is never later than the real one, and says so.
Which plans include carrier claim packs?
Growth and Scale. Every plan captures the packaging, so the evidence is there if you upgrade.
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