Welcome to our comprehensive FAQ page for submitting and managing claims for service credits at Borderless360. Whether you're dealing with lost, damaged, or missing items, we've outlined everything you need to know to ensure a smooth process.
1. How do I file a claim for service credits?
Step 1: Access the Claim Form
You or your customer can initiate a claim directly:
- Customers: On the tracking page, select Submit a Claim or View Claim Form (depending on claim status).
- You: From the Order Details Page, click the Ticketing Icon, and select Claim to start the form.
Step 2: Fill Out the Claim Form
The following details are required:
- Claim Reason: Lost, Damaged, Missing Items, or Other
- Description of the Issue: Brief summary of the problem
- Date of the Issue: Date the issue occurred
- Order Value: Total value of the goods
- Supporting Documents: Upload relevant files (e.g., photos, invoices, or correspondence)
Some fields may be auto-filled for your convenience.
Step 3: Submit the Claim
Once completed, click Submit. The claim will be marked Under Review.
2. What happens after I submit a claim?
Claims go through the following stages:
- Under Review: The Client Success team assesses the claim.
- Processing: The claims team reviews submitted documents.
- Accepted/Rejected: Claims are approved, rejected, or may require additional information.
- Accepted Claims: Service credits are applied to your wallet.
- Rejected Claims: You will receive a reason for rejection.
- Paid: Service credits are applied, and a credit note is issued.
3. How do I enable or disable the claim form for customers?
To enable the claims feature for customers:
- Go to Settings in the sidebar.
- Select the Tracking Page tab.
- Check or uncheck Enable Claims feature.
4. Where can I view refunds for accepted claims?
Option 1: Order Details Page
- Open the Paid Claim.
- Scroll to the Billing Summary section.
- Locate the Credit Note with service credits listed. Click through for details.
Option 2: Billing Section
- Go to Billing from the sidebar.
- Scroll to the Previous Activity section.
- Use the Exports for each month to see detailed information about which claims have been refunded.
5. How can I monitor and manage claims?
Use the Claims Dashboard to monitor claims by status:
- Draft: Claims created but not submitted
- Under Review: Claims being assessed
- Processing: Claims under document review
- Accepted: Claims approved for payment
- Rejected: Claims denied
- Paid: Service credits applied
- Closed: Claims manually or system-closed
6. What are the documentation requirements for claims?
To process your claim smoothly, ensure you provide the following:
- Supporting Correspondence: Dated communication from your customer regarding the issue. The order number should be included in the documentation.
- Sales Invoice: A copy of the purchase invoice showing the order number, the items purchased, and their value.
- For Damage Claims: Clear photos showing damage to the items and packaging.
- Other: Any other documents to support proof of loss, such as carrier confirmation that the item was lost, or damaged.
Note: Missing documentation not submitted within 45 days may result in claim rejection.
7. What are the submission time frames for claims?
- Lost Claims: Submit between 20 days (domestic) and 30 days (international), but within 45 days of shipment.
- Damaged Claims: Submit within 14 days of delivery, with supporting photos.
- Missing Items: Submit within 14 days of delivery.
- All Claims: Submit within 45 days of shipment
Claims filed outside these windows will be rejected.
8. What are the common reasons for claim rejections?
- Claims submitted outside the allowable time frame
- Missing documentation not provided within 45 days
- Non-compliance with claims policy
- Proof of Delivery confirms delivery
9. How do I find service credits for claims?
- View service credits via the Order Details Page under Billing Summary.
- Use the Previous Activity Section to find your credit notes for the month. Use the exports to see which orders were credited.
10. Who can I contact for further assistance?
For any additional help or queries, reach out to our support team through the usual channels or submit a ticket directly.
For a streamlined and efficient claims process, always ensure your claims are submitted with accurate details and required documentation. If you have further questions, we’re here to help!