At Borderless360, you can easily file claims for lost, damaged, or missing items through our streamlined claim process. This guide will walk you through the steps to submit a claim for service credits, ensuring a smooth experience for both you and your customers.
Claim Reason | Claim Form |
Order hasn't arrived | File a Lost claim |
There are no tracking updates | File a Lost claim |
The order is showing as Delivered but the customer hasn't received it | File an Other claim |
The order has arrived but the contents are damaged | File a Damaged claim |
The order has arrived but there are items missing and the packaging looks tampered with | File a Missing Items claim |
Step 1: Access the Claim Form
You or your customer can initiate a claim directly from the tracking page or by creating a ticket in the Order Details page.
- You: To file a claim, go to the Order Details Page and click the Ticketing Icon. From there, select Claim to create the claim form.
- Customer: On the tracking page, they will see either the option to Submit a Claim or View Claim Form, depending on whether a claim has already been created for the order.
Please note: These credits are issued to you, and not to your customer directly. It’s up to you to decide if and how you want to pass on these credits to your customers through your own policies.
Enable/Disable the Claim Form
If you would like to enable the claim form to allow your customers to make claims, you can do so from settings:
- Head to the Settings page from the sidebar
- Select the Tracking Page tab
- Select or deselect the checkbox "Enable Claims feature"
Step 2: Fill Out the Claim Form
The claim form requires the following information:
- Claim Reason: Choose from Lost, Damaged, Missing Items, or Other.
- Description of the Issue: Provide a brief summary of the problem.
- Date of the Issue: Indicate when the issue occurred.
- Order Value: The total value of the goods.
- Supporting Documents: Upload any necessary files, such as images of damage, invoices, or correspondence with your customer.
Some fields may be auto-filled based on order data, making it quicker to complete.
Step 3: Submit the Claim
Once the form is filled out, click Submit. The claim will be marked as Under Review, and you or your customer will receive an update when the claim has been processed.
You will receive updates on your claim in your ticket as it moves through the claim process.
What Happens After You Submit a Claim?
Once submitted, your claim will go through the following stages:
Status | Description |
All | Displays all claims |
Draft | Claims that have been created, but not submitted |
Under Review | Claims that have been submitted for investigation by our Client Success team. These claims haven't yet been passed to the claims team for processing |
Processing | Claims documents being reviewed by our claims team |
Accepted | Claims that have been approved for payment |
Rejected | Claims that have been denied |
Paid | Claims that have a service credit applied |
Closed | Claims that either you have chosen be closed, or Draft claims that have been closed by our system automatically. |
Common Reasons for Rejection:
- Claims filed outside of the allowable time frame (45 days for lost claims, 14 days for damage claims).
- Incorrect documentation attached to the claim form.
- Missing documentation not provided within 45 days of claim submission.
- Non-compliance with the claims policy.
- Proof of Delivery is sufficient.
Documentation Requirements
- Sales Invoice: Provide a receipt, invoice, or any document confirming the item's value and purchase date.
- Photographic Evidence:
- Damaged Items: Submit clear photos showing: ▪ The damaged areas of the item. ▪ The item's packaging, including any labels. ▪ Close-ups of shipping labels and any visible tampering.
- Missing Items: If applicable, provide photos of: ▪ The received packaging. ▪ Any accompanying documentation.
- Denial of Receipt (Other): Required:
- A written and dated statement showing the customer’s name and order reference. This should be from the customer saying they haven’t received their package.
- Sales invoice If a signature or photo is available and matches the address, the claim may be rejected unless the customer provides compelling evidence.
Handling of Incorrect or Incomplete Submissions
- Immediate Rejection: Claims lacking required documentation or containing incorrect information or attachments will be promptly denied.
- Request for Additional Information: If a claim is potentially valid, but our claims team would like to clarify further details such as additional imagery, a request for further documentation will be issued, placing the claim under review until the necessary information is provided.
Claims may be reassessed and potentially rejected after initial acceptance if errors or discrepancies are discovered during further review.
Common Claim Scenarios
Lost Claims
- Submission Window: Claims must be filed between 20 days (domestic) and 30 days (international) and within 45 days from shipment.
- Review Process: Claims for lost items are reviewed after 20 days for domestic shipments and 30 days for international shipments. If tracking confirms delivery, the claim will be automatically rejected.
Damaged Claims
- Submission Window: Claims for damaged items must be filed within 14 days from delivery.
- Documentation: You must include clear photos of the damaged items and packaging that shows the label. Claims filed after the 14-day window will be rejected.
Missing Items/Other Claims
- Submission Window: Claims for missing items must be submitted within 14 days of delivery.
- Process: If no additional information can be gathered within 7 days, the claim will either be accepted or rejected based on available data.
For further assistance, don’t hesitate to reach out to our support team.