Parcel claims create hidden customer service workload

Parcel claims can look like a logistics problem, but they often become a customer service bottleneck.

The session from claim.me by Seven Senders and The Quality Group focused on the manual work behind lost parcels, delivery disputes, missing items, damages and other carrier claim cases. For fast-growing ecommerce brands, this workload becomes more difficult as volumes increase and operations expand across multiple countries and carriers.

The Quality Group’s brands, including ESN and More Nutrition, needed a more scalable way to manage claims without adding unnecessary friction for agents or customers.

Manual processes slow down both teams and customers

Before implementing claim.me, The Quality Group’s claims process involved multiple systems and manual steps.

Customer service agents had to validate orders, check shipment tracking, send declaration forms to customers, wait for completed documents, download invoices and submit claims through carrier portals. Customers also had to print, sign, scan and return documents, which created delays and repeated communication.

The issue was not simply the number of claims. It was the amount of manual effort behind every claim.

Standardisation reduces complexity

The claim.me setup created a more standardised workflow for agents.

Instead of switching between different carrier portals, country-specific processes and document requirements, teams could work through one central portal. Invoices and shipment information could be pulled into the process, and digital declarations of receipt made the customer journey simpler.

This reduced claim handling time from around 10 minutes to approximately 1.5 minutes per case, creating an 85% reduction in manual handling time.

Better visibility supports better management

The session also highlighted the value of transparency.

A centralised claims process gives teams clearer visibility into submitted claims, status, reporting and performance. This matters for operational management because claims are no longer hidden across different carrier systems.

For customer service leaders, that visibility can help teams understand claim volumes, carrier performance and where processes may need improvement.

What this means for the DELIVER community

For ecommerce brands, parcel claims are an important part of the post-purchase experience.

A poor claims process can frustrate customers at the exact moment they need reassurance. A faster, more transparent process can reduce effort for the customer and free customer service teams to focus on more complex or high-value interactions.

For logistics and technology providers, the opportunity is to remove complexity from carrier claims and make the process easier to scale across countries, carriers and claim types. As ecommerce operations grow, claims automation can become a practical lever for improving both efficiency and customer experience.