> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Open Claims, DPDLocal > Open Claims for DPDLocal stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Metrics type:** [Key Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Shipping & Courier](/nerve-centre/connectors#connectors-by-type) ## At a glance > Real-time count of DPDLocal compensation claims that are open and unsettled. Each claim represents a damaged, lost, mis-delivered, or significantly-delayed consignment where the merchant is seeking financial recovery from DPDLocal under the carrier's liability terms. Cash trapped + customer trust at risk. | | | | ----------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `COUNT(claims WHERE status IN [open, under_review, awaiting_evidence])`. Claims are filed via DPDLocal's claims portal or the API claims endpoint; each has a unique reference and status. | | **Claim categories** | DAMAGED, LOST\_IN\_NETWORK, MIS\_DELIVERED, NON\_DELIVERY, INVALID\_REFUSAL\_FROM\_CARRIER. DPDLocal's standard contract excludes consequential loss, claims are limited to declared parcel value plus reasonable carriage charge. | | **Excluded statuses** | `settled`, `denied`, `withdrawn`, `paid`. Each terminal status removes the claim from this count. Settled claims feed [Claim Resolution Time](/nerve-centre/kpi-cards/dpdlocal/claim-resolution-time) and historical reporting. | | **Time window** | `RT` (real-time, not windowed). The card always shows the current open count. | | **Alert trigger** | `>0 unresolved >7d`. Claims open longer than 7 days carry escalating cash trap and CS workload. | | **Operational reality** | DPDLocal's typical resolution SLA is 14 days; complex damage claims (especially with insurance involvement) commonly stretch to 28 to 45 days. Expect a steady-state open count of 0.05 to 0.15% of monthly consignments on a healthy account. | | **Roles** | owner, operations, finance | ## Calculation Calculated automatically from your DPDLocal data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading. ## Worked example A UK premium-electronics DTC retailer ships \~3,000 DPDLocal NextDay parcels per month, AOV £180. Reading taken at 09:00 GMT on 12 Mar 26. | Claim status | Count | Avg open age | Avg claim value | | ------------------------------------------------ | ------ | ---------------- | --------------- | | `open` (filed, awaiting initial DPD review) | 6 | 4 days | £148 | | `under_review` | 3 | 9 days | £210 | | `awaiting_evidence` (CS chasing customer photos) | 2 | 12 days | £165 | | **Total open** (this card) | **11** | **6.4 days avg** | **£175 avg** | The card reads **11**. The alert fires because 5 claims (the `under_review` and `awaiting_evidence` rows) are >7 days old. Three things to notice: 1. **The 5 ageing claims are roughly £880 of cash trapped.** At 11 open claims with average value £175 the total open exposure is \~£1,925; the >7d cohort is the actionable subset because the 14-day resolution SLA is at risk. 2. **`awaiting_evidence` is on the merchant, not DPD.** Two claims are stalled because the customer has not yet sent damage photos via the CS workflow. A nudge email and a 7-day deadline-or-withdraw policy clears these. Pair with [Open Claims Without Jira Ticket](/nerve-centre/kpi-cards/dpdlocal/open-claims-without-jira-ticket) to surface CS-coverage gaps. 3. **Premium-electronics merchants run claim rates 2 to 5 times higher than average.** High-AOV, fragile goods see more DAMAGED claims. The threshold should reflect category baseline; 11 open is healthy for this merchant, would be elevated for a fashion DTC at the same volume. ## Sibling cards merchants should reference together | Card | Why pair it with Open Claims | | ----------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------- | | [Open Claim Value](/nerve-centre/kpi-cards/dpdlocal/open-claim-value) | Sums the £ value of the open count. Finance reads this; CS reads the count. | | [Open Claims by Age](/nerve-centre/kpi-cards/dpdlocal/open-claims-by-age) | Histogram view; flags the >14d "abandoned" tail. | | [Claim Resolution Time](/nerve-centre/kpi-cards/dpdlocal/claim-resolution-time) | Settled-claims median days. Tells you whether DPD is hitting their resolution SLA. | | [Open Claims Without Jira Ticket](/nerve-centre/kpi-cards/dpdlocal/open-claims-without-jira-ticket) | Coverage check. CS gap = customer wait + brand harm. | | [Claim Value as % of DPDLocal Revenue](/nerve-centre/kpi-cards/dpdlocal/claim-value-as-of-dpdlocal-revenue) | Margin impact for the carrier-relationship review. | | [Exception Rate](/nerve-centre/kpi-cards/dpdlocal/exception-rate) | Upstream cause; DAMAGED and LOST\_IN\_NETWORK exceptions feed the claim funnel. | ## Reconciling against the vendor's own dashboard **Where to look in DPDLocal's own dashboard:** [MyDPD Business Portal](https://mydpd.co.uk/) → **Claims**. Each claim has a status (`open`, `under_review`, `awaiting_evidence`, `settled`, `denied`, `withdrawn`). Filter on the open statuses to compare against this card's count. **Why our number may legitimately differ from MyDPD:** | Reason | Direction | Why | | ------------------------------ | ------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Settlement-event lag** | Either | DPDLocal updates claim status via the API typically within 4 hours of the internal status change; manual updates by claims handlers can take longer. The card may slightly lead or lag the portal during status flips. | | **Status-set scope** | Either | DPDLocal occasionally introduces interim statuses (e.g. `escalated_to_insurance`); if the connector's open-set list lags an API change, the card may misclassify a claim as closed or open. | | **Ageing partial-settlements** | Card stricter | A partially-settled claim where DPDLocal has paid the carriage charge but is still negotiating goods value sits as `partial_settled` in some realms; this card treats it as open. | **Cross-connector reconciliation:** | Card | Expected relationship | | ----------------------------------------------------------------------------- | ---------------------------------------------------------------------------------- | | [Jira ticket count for delivery issues](/nerve-centre/jira/jira_open_tickets) | Each open DPDLocal claim should normally have a CS ticket. The xc card flags gaps. | ## Known limitations / merchant FAQs **A claim has been "open" for 30 days. What can I do?** Three escalation steps, in order. (1) **Account team email** quoting claim references and ages. (2) **Quarterly business review (QBR) escalation** with operational stats summary, claim resolution time as KPI. (3) **Insurance route**, if your account team will not move, your own goods-in-transit insurance may pay out faster while you continue to chase DPD; insurers have leverage with carriers because of inter-carrier rate agreements. **Why is "Open Claim Value" higher than the count × my AOV?** Two reasons. (1) **High-value claims drag the average up.** A single £1,500 lost-laptop claim shifts the open value materially. (2) **Claims include consequential costs** (re-shipment cost, customer compensation paid by the merchant pending recovery from DPD). Open Value reflects total recovery being sought; the per-claim mean is often higher than per-order AOV. **Should I file a claim or just refund the customer and move on?** Both, on most damages and losses. Refund the customer immediately to protect NPS; file the claim with DPD to recover from the carrier liability cover. The two workflows are independent. The merchant who only files claims when they cannot afford to refund is leaving margin on the table. **A claim was denied. Now what?** Read the denial reason. The common denied categories are (a) declared value missing or below the goods value at label print time (DPD's liability is capped at declared value), (b) packaging deemed insufficient for the goods (the carrier liability does not cover a damage that "ordinary handling" should not cause if packed correctly), (c) claim filed outside the 14-day window. The first two are operational fixes for future shipments; the third has no recourse. **Why does the card show RT, not a window?** Open is a state, not a count over time. The card always shows "how many claims are open right now". For trended views (filed-vs-settled per week), use the [Claim Resolution Time](/nerve-centre/kpi-cards/dpdlocal/claim-resolution-time) card and historical claim filings. **My open count dropped suddenly. Should I be worried?** Sometimes. If DPD denied a batch of claims (e.g. sold-as-fragile-but-not-insured-at-declared-value claims rejected en masse), open count drops without you receiving cash. Check [Claim Resolution Time](/nerve-centre/kpi-cards/dpdlocal/claim-resolution-time) and the denial-reason mix; settle-vs-deny ratio is the right read. **Is there a per-merchant cap on open claims with DPDLocal?** No formal cap, but DPDLocal will commercially escalate (rate review, contract review) if open claims exceed \~0.3% of monthly volume sustained over 90 days. The relationship is genuinely two-sided here, the carrier has its own claim ratio metrics on you. *** ### Tracked live in Vortex IQ Nerve Centre *Open Claims* is one of hundreds of KPI pulses Vortex IQ tracks across DPDLocal and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.