At DELIVER Europe, Thomas Hagemann and Lorenzo Fossati of Seven Senders took to the stage to reveal Clain.me, an AI-powered service designed to remove the complexity from parcel claim management. While cross-border logistics has always been a core strength for Seven Senders, this session highlighted how technology is now taking centre stage in enhancing post-purchase experiences.

The Problem: Complex, Fragmented Claims Across Carriers

In European ecommerce, 3 out of every 1,000 parcels experience an issue — usually delay, loss, or damage. Yet for retailers, half of these are false alarms that self-resolve. The other half? They’re real and require time-consuming and highly fragmented claim processes with carriers across borders, languages, and systems.

Hagemann emphasised the financial impact: for 1 million shipments, you could be looking at €150,000 in recoverable losses annually, assuming a €100 average order value.

The Solution: Automation Meets Accountability

Claim.me acts as a digital middle layer — a single portal where ecommerce brands can log, track, and resolve claims without ever needing to directly handle carrier disputes again. Features include:

• Pre-filled Declarations of Recipient for missing parcels

• Full integration with Freshdesk, Zendesk, and Salesforce

• Language localisation and carrier-specific logic

• Centralised visibility over claims and reimbursements

This isn’t a traditional BPO outsourcing model. It’s tech-first, supported by a human team that follows through with carriers.

Results from the Thomann Case

Thomann, one of Europe’s largest musical instrument retailers, now processes 20,000+ claims a year through Claim.me. According to Seven Senders:

• Claim-related CS workload dropped by 70–95%

• Average claim success rate improved by 8 percentage points

• Transparent KPIs show exactly where issues occur by region or carrier

These improvements have allowed Thomann to focus their customer service resources on value-add queries — not carrier disputes.

AI-Driven Future: Claim Agents Are Coming

In the final segment, Hagemann shared a prototype of AI agent systems. The concept:

• A customer chats with a shop bot

• The bot routes the claim to the Claim.me AI agent

• Tracking data is parsed, the issue is identified

• The required documents (like a DR) are generated and signed digitally

• Resolution steps are communicated, all without human interaction

This future is just “months away,” and Hagemann believes it will become the norm in post-purchase CS.

A Data-Rich Opportunity

From a content perspective, this session was packed with visual asset potential:

• Pie charts on claim issue types

• Graphs showing time savings pre- and post-automation

• Maps of cross-border claim flows

• A digital process flow diagram for the new AI-based claim journey

Conclusion

Parcel claims are no longer a cost centre. With tools like Claim.me, they become a space for efficiency, customer satisfaction, and bottom-line recovery. As ecommerce scales, retailers can’t afford to ignore this low-hanging fruit.