At a glance
Live count of Bring claims you have filed for damaged, lost, missing-content or service-failure consignments where Bring has not yet either paid out or formally rejected the claim. Each unresolved claim is real working capital tied up: the customer has been refunded or reshipped, the product is gone, and the recovery cash from Bring is in flight. The card’s value lives in its ageing tail; a claim in flight under 7 days is normal, a claim past 30 days is at risk of being rejected or forgotten, a claim past 90 days is usually written off.
| What it counts | COUNT(claims WHERE status IN (submitted, under_investigation, awaiting_documentation, escalated)) from the Bring claims-portal API. Claims with status paid, rejected, withdrawn, or cancelled are excluded; only the open population is on this card. |
| API endpoint | Bring Claims API GET /claims/v2/claims returns claimId, consignmentNumber, claimType, claimedAmount, status, submittedAt, lastUpdatedAt, caseHandler. The card stores all four lifecycle timestamps so the ageing breakdown can be sliced. |
| Claim types included | damage (parcel arrived damaged), loss (parcel never delivered, last scan more than 14 days old), missing_content (recipient claims partial loss), service_failure (SLA-credit eligible miss on a contracted service like Cargo or Special Delivery), and late_delivery where the merchant chose to file. |
| Auto-filing | The card’s count is filed-claims only. Bring’s network does not automatically file claims on the merchant’s behalf; merchants must submit through the Mybring Claims Portal within Bring’s claims window (60 days from booking for damage, 90 days for loss). Unfiled but eligible incidents are not on this card; they are on Failed Deliveries and Returned to Sender. |
| Service-tier scope | All Bring services that accept claims: Home Delivery Parcel, Pickup Parcel, Business Parcel, Cargo, Cross-Border. Claims on partner-carrier last-mile (e.g. DHL Parcel for non-Nordic destinations) are filed against Bring as the originating carrier and Bring handles the partner-side recovery. |
| Returns / RTO | Claims on outbound consignments only by default. RTO claims (where the parcel returned to sender and was damaged in the return leg) are excluded from the dial; toggle the integration filter to include them if your return-leg volume is material. |
| Currency | Claims are filed in NOK by default (Norwegian Krone). Cross-Border claims may be filed in the destination-country currency; the card normalises the value to NOK using the day-of-filing FX rate from Norges Bank. |
| Time window | RT (real-time count, live as the claims-portal API responds). The card refreshes on every claim status update webhook from Bring. |
| Alert trigger | >0 unresolved >7d. Triggers when any claim has been in submitted or under_investigation status for more than 7 days without a status update. |
| Roles | owner, operations, finance |
Calculation
Calculated automatically from your Bring data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading.Worked example
The Drammen-based outdoor-apparel merchant. Reading taken at 09:00 CET on 11 Mar 26.| Claim ageing bucket | Open count | Total claimed value (NOK) | Average per claim | Notes |
|---|---|---|---|---|
| 0 to 7 days (newly filed) | 14 | 12,840 | 917 | Normal in-flight; Bring acknowledges within 5 working days |
| 8 to 14 days (in investigation) | 8 | 7,210 | 901 | Bring case handler assigned; awaiting recipient documentation |
| 15 to 30 days (awaiting docs) | 5 | 4,425 | 885 | Recipient has not returned damage-photo evidence |
| 31 to 60 days (escalated) | 3 | 9,650 | 3,217 | Two high-value Cargo claims, one disputed loss |
| 61 to 90 days (at risk) | 1 | 4,200 | 4,200 | Single damaged-Cargo case, recipient witness statement pending |
| 90+ days (write-off risk) | 1 | 1,150 | 1,150 | Damaged Home Delivery parcel filed in December 25, no movement |
| Total open (this card) | 32 | NOK 39,475 | 1,234 |
>0 unresolved >7d is firing because everything past the 0 to 7 day bucket counts. Five things to notice:
- The 0 to 7 day bucket is healthy noise. 14 claims in flight under a week is normal volume for a 15,000-monthly-parcel operation; expect roughly 0.1 percent of consignments to generate a claim. Do not chase these; let Bring’s standard process work through them.
- The 31 to 60 day bucket is the recovery-cash dial. NOK 9,650 sitting in escalated status. The single highest-value Cargo claim should have a dedicated CS owner contacting the Bring case handler weekly until it pays or rejects. Cargo claims have a longer investigation window (Bring needs to physically inspect freight), but 60 days is the tipping point where recovery probability drops below 60 percent.
- The 61 to 90 day bucket is “phone the case handler today” territory. A single 4,200 NOK claim past 60 days needs explicit follow-up; the case handler may not have all required documentation, or the claim may have been mis-routed internally. Polite weekly nudges via the Mybring claims portal recover more cash than silent waiting.
- The 90+ day bucket is usually a process failure. The 1,150 NOK December claim with no movement suggests either (a) the merchant did not respond to a Bring documentation request, or (b) Bring closed the claim without notifying. Open the claim in Mybring, check for any pending action items, and either resubmit or accept the write-off. Either way, the claim should not stay in
open >90dforever. - The total open value is 39,475 NOK of working capital tied up. At this scale that is a manageable line on the balance sheet. At 10x scale (open claims around 400,000 NOK) it becomes a finance-team-managed line and warrants a dedicated claims-recovery process or a third-party recovery service.
Sibling cards merchants should reference together
Open Claims is the recovery-cash dial. Pair with these to read the whole picture:| Card | Why pair it with Open Claims | What the combination tells you |
|---|---|---|
| Claim Value (open) | The currency value of the same population. | Count tells you workload; value tells you working-capital exposure. A merchant with 50 open claims at 100 NOK each has different finance implications than one with 5 open claims at 5,000 NOK each. |
| Failed Deliveries | Source of new claims. | Most failed deliveries do not become claims (parcel re-delivered, customer accepts the redelivery, no damage), but the unrecovered tail does. Track conversion rate to set claim-filing capacity. |
| Returned to Sender | Adjacent failure mode. RTO consignments do not usually generate claims, but RTO + damaged-on-return does. | Useful when separating “process failure on the merchant side” (RTO from address typos) from “carrier failure” (claim for damage). |
| Exception Rate | The leading indicator. Damaged-in-transit and lost-in-transit exceptions feed the next month’s claim count. | Watch the exception-to-claim conversion ratio; a rising ratio means more incidents are escalating to claims. |
| Avg Shipping Cost | Cost-side context. | Increasing claim cost per shipment changes the all-in cost-per-parcel calculation. A merchant with a 2 percent claim-cost-of-shipping is materially different from one at 0.3 percent. |
Cross-connector: shopify.refund_rate | Downstream impact. Refunds for shipping incidents drain margin until claim recovery cash arrives. | The refund-to-claim-recovery cycle is typically 30 to 90 days; the gap is a real cash-flow consideration. |
Cross-connector: gorgias.tickets_open | Tickets driving claim filing. | Most claims are filed in response to a customer ticket; the conversion ratio (tickets to claims) is operational and ticket volume drives claim volume. |
Cross-connector: shipbob.sb_damaged_in_transit | Adjacent 3PL claim source when ShipBob handles warehouse and Bring handles last-mile. | Damage can occur at warehouse pick-and-pack OR in carrier transit; the two cards together help triage where the damage is happening. |
Reconciling against the vendor’s own dashboard
Where to look in Bring’s own portal: Mybring Claims → Claims → My Claims, default sort by status. The portal exposes the same population the card reads via the Claims API, so the count should reconcile to the unit. Each claim has a detail page with the full case-handler dialogue, supporting documentation, and current status; this is the operational source of truth. For aged-claim recovery follow-up, sort bysubmittedAt ascending.
Why our number may legitimately differ from Mybring:
| Reason | Direction | Why |
|---|---|---|
| Status mapping | Either | Mybring presents claims under named status labels (“Active”, “Awaiting You”, “With Bring”); the card normalises to the API status set (submitted, under_investigation, awaiting_documentation, escalated). A claim sitting in “Awaiting You” in the portal is awaiting_documentation in the API; both are open in the card. |
| Recently-paid claims | Mybring sometimes higher | Bring’s payment processing has a 1 to 3 day lag between the case handler marking a claim paid and the cash hitting the merchant’s account. The card excludes paid claims as soon as the API status updates; Mybring sometimes shows the claim as “active” until cash settles. |
| Cross-Border / partner-carrier claims | Either | Claims on partner-carrier last-mile (DHL, PostNord) are filed against Bring; the card reads from Bring’s API and includes them. Mybring’s claims-portal view is consistent. |
| Currency / FX | Either | Cross-Border claims may be filed in destination-country currency; the card normalises to NOK using the day-of-filing FX rate from Norges Bank. Mybring sometimes shows the claim in original currency in the list view and NOK in the detail view. |
| Withdrawn / cancelled claims | Mybring sometimes higher | Claims that were filed and then withdrawn by the merchant are excluded from the card; Mybring may keep them visible in a “history” tab that some merchants count. |
| Card | Expected relationship | Causes of legitimate divergence |
|---|---|---|
gorgias.tickets_open | Claims usually have an originating customer ticket. | Not every ticket becomes a claim (most do not); not every claim has a ticket (merchant-initiated lost-in-transit claims often start from carrier scan absence). |
shopify.refund_rate | Claims and refunds run on parallel timelines; the merchant typically refunds the customer first (1 to 3 days) and then files the claim (5 to 30 days). | Refund volume covers many causes (sizing, change of mind); shipping-claim refunds are a subset. |
shipbob.sb_damaged_in_transit | Adjacent 3PL claim source for warehouse leg. | Damage can occur in either leg; cross-compare for triage. |
Known limitations / merchant FAQs
How long does Bring usually take to resolve a claim? Median for damage claims is 18 to 25 working days; for loss claims 25 to 40 working days; for service-failure (SLA-credit) claims 10 to 15 working days. Cargo and high-value claims run longer (30 to 60 days) because Bring physically inspects the consignment. Anything past these medians is worth a polite case-handler nudge through the Mybring portal. My claim was rejected. Can I appeal? Yes. Bring’s claims process supports a single internal appeal within 30 days of the rejection notice. Appeals require new evidence (photos, recipient witness statement, value invoices); resubmitting the same documentation rarely succeeds. If the internal appeal is also rejected, the dispute can be escalated to the Norwegian consumer ombudsman (Forbrukertilsynet) for B2C consignments or to the standard commercial-arbitration clauses in your Bring agreement for B2B. The card’s count includes claims under appeal asunder_investigation.
Why did my claim count drop overnight from 32 to 28?
Most likely Bring paid out 4 claims and the API status moved from under_investigation to paid. Cross-check with Claim Value (open); the open value should drop by approximately the paid amount. If the count drops but the value does not, look at status history; sometimes a batch of claims is reclassified rather than paid.
Can I file a claim before the customer has confirmed damage?
Operationally yes, but Bring will request damage photos from the recipient before paying. Best practice is to (1) refund or reship the customer immediately on report, (2) request damage photos as part of the same conversation, (3) file the claim within 60 days using the customer’s photos as evidence. Filing without photos extends the resolution time by 7 to 14 days while Bring’s case handler chases the recipient directly.
My damage claim was rejected because Bring says the packaging was inadequate. What now?
Common rejection reason for fragile or oddly-shaped goods. Bring’s Cargo and Parcel claims terms require packaging to meet UPU / ISTA standards for the category. If your packaging genuinely was inadequate, accept the rejection and upgrade packaging (this is operationally cheaper than chasing claims). If you believe the packaging was adequate, appeal with photos showing the original packaging condition AND the damage condition; “the customer threw the box away before we asked” loses appeals. Pair with a packaging-spec audit from Bring’s logistics team if rejections are concentrated on a specific product category.
Should I file claims for late-delivery service failures on Home Delivery / Pickup Parcel?
Generally no. Standard Bring residential services (Home Delivery, Pickup Parcel) are aim-only and do not carry an automatic SLA-credit. Claims on these services for late delivery are routinely rejected; the time spent filing is not cost-recoverable. The claim-eligible services for late delivery are Bring Cargo (with SLA contract), Special Delivery overnight, and Business Parcel Bulk B2B with negotiated SLA. The card surfaces every filed claim; you decide which subset is worth filing in the first place.
Can I bulk-file claims via API?
Yes. The Claims API POST /claims/v2/claims endpoint accepts a single claim per request; bulk-filing is implemented as a sequence of API calls in a script. Most operations teams build a daily script that pulls eligible incidents (lost-in-transit consignments past 14 days, damaged-in-transit consignments with customer-confirmed damage) from the warehouse system and auto-submits the claims with attached evidence. The card reads the same API and shows the resulting open count; bulk-filing increases throughput but does not change reconciliation.
What if I never file claims because the operational cost outweighs recovery cash?
Reasonable for some merchants. Bring’s claim-recovery economics work for high-AOV merchants (above 500 NOK) and for high-claim-frequency operations. A merchant with average parcel value 200 NOK and a 0.5 percent damage rate sees roughly 1 NOK of damage cost per parcel; the time to file a claim (15 to 30 minutes per claim) often costs more than the recovery. The healthy decision: file claims only above a value threshold (say 500 NOK) and write off the rest. The card supports this by allowing a value filter on the alert.
Does the count include claims I filed against Bring for damage caused by my own warehouse?
The card cannot tell the difference; it counts what is filed. Bring’s case handlers will reject claims where the damage clearly originated pre-handover (no transit-damage signature on the consignment, packaging undamaged, internal damage only). If the merchant is filing speculative claims hoping some will pay, the rejection rate becomes the integrity check; rejection rates above 30 percent suggest a process review at the merchant side rather than at Bring.