Loss and damage are margin leaks and dispute triggers. A straightforward, consistent claims process reduces chargebacks and makes carrier performance measurable.
Not necessarily. Use a threshold approach based on item value and lane risk. Many retailers insure above a set order value and rely on standard cover below it.
Order proof of value, tracking history, shipment reference, and customer confirmation of non-receipt. For some services, additional proof-of-delivery data is required.
Check proof of delivery, delivery location details, and address accuracy. If appropriate, open a carrier investigation and set a clear timeline for the customer.
Packaging. Right-size cartons, use protective materials for fragile items, and test packaging on your most common damage SKUs. Packaging improvements usually outperform claims chasing.
Use a lane- and service-specific threshold. Publish your investigation window and apply it consistently to reduce disputes.
It depends on the stock and the customer's needs. Replacement is often best for time-sensitive purchases; a refund is appropriate if the item is unavailable or the customer prefers a refund.
Identify lanes, services, postcodes, or product categories with higher loss and adjust routing rules. Loss is rarely evenly distributed.
Often yes above a threshold, but be aware that the signature can increase failed delivery attempts. Balance security with convenience and consider pickup points as an alternative.
Clear steps and deadlines: when you’ll update next, what checks are being done, and what outcome they can expect. Silence creates chargebacks.
Claim rate, claim approval rate, average time to resolution, cost per claim, and loss/damage rates by lane and service.
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© 2026 Asendia Management SAS
© 2025 Asendia Management SAS
