At a glance
Real-time count of carrier claims open against shipments orchestrated by ShippyPro: lost parcels, damaged goods, mis-deliveries where the merchant has filed a claim with the underlying carrier (BRT, DHL, GLS, DHL Express, Poste Italiane etc.) and is waiting on resolution. Because ShippyPro is multi-carrier, an “open claim” can sit with any one of the 100+ supported carriers; the card pools them.
Calculation
Calculated automatically from your ShippyPro 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 same Italian DTC fashion brand (multi-carrier ShippyPro setup), reading taken at 09:00 CET on 12 Mar 26.
The card reads 45 in the headline; the alert at
>0 unresolved >7d is firing on 32 of them. Five things to notice:
- Poste Italiane dominates the aged-claim queue. 21 of the 32 aged claims sit with Poste; their statutory 30-day window before Poste even responds is structural. Operationally, this is “expected age” not “lost paperwork”. The fix is not chasing harder; it is shifting volume off Poste for high-value parcels.
- DHL Express is the benchmark. Three claims, all under 3 days, none aged. DHL’s 5-working-day auto-resolve on lost parcels is real; their claims SLA is the cleanest in the carrier mix. If your DHL claim count is climbing relative to volume, something in the lane (customs, theft hot-spot) is breaking the typical pattern.
- The 14 BRT claims are the actionable middle. Big enough to chase, fast enough to resolve. Claims aged >10 days at BRT typically need an account-manager nudge to escalate; their default queue runs slow but responds to push.
- Mix of lost vs damaged matters. 30 of 45 claims are
lost(no delivery scan, parcel never arrived) vs 14damaged. Lost claims pay out more often (carriers absorb the loss); damaged claims need merchant-side photo evidence and pay out less reliably. Read Claim Value (open) to see expected vs at-risk. - Aged-claim count is a finance signal as much as an operations signal. 32 aged claims at average value EUR 65 = EUR 2,080 outstanding. If they age past statutory windows (varies per carrier, typically 90 to 180 days), the merchant loses the claim entirely. The card surfaces the queue; finance writes off when aged >180 days.
Sibling cards merchants should reference together
Open claims is a queue depth, not a rate. Pair with these to size the impact and find the cause:Reconciling against the vendor’s own dashboard
Where to look in ShippyPro’s own dashboard: ShippyPro Dashboard → Claims & Disputes → Open Claims (Italian: “Reclami Aperti”). The portal shows the same roster with carrier filter, age column, and claim-amount column. The closest like-for-like view is Status: Open + Pending, All Carriers. ShippyPro also shows the carrier’s last response timestamp, useful for diagnosing “why has this claim not moved”. Why our number may legitimately differ from ShippyPro’s portal:
Cross-connector reconciliation:
Known limitations / merchant FAQs
Why are my Poste Italiane claims always aged >7 days? Structural. Poste Italiane’s statutory response window for lost-parcel claims is up to 30 calendar days from filing. The 7-day alert threshold is generic; for Poste-heavy merchants, raise it to 30 days for Poste-only claim type. Operationally, “aged Poste claim” is normal until day 30; only escalate beyond that. A claim resolved on the carrier side but the card still shows it open. Why? Webhook latency. ShippyPro receives a resolution webhook within minutes for major carriers (DHL, GLS, BRT) and the next poll cycle reflects it. Smaller carriers post resolutions via email-confirmation only; ShippyPro relies on merchant marking them resolved manually. If a resolved claim sits inopen more than 24 hours, mark it resolved in the portal.
How do I segment lost vs damaged claims?
The card pools them. Use ShippyPro’s portal filter to break out, or pair with Failed Deliveries which flags lost-only. Damaged claims need photo evidence within 48 hours of delivery scan; merchants who miss that window lose the claim.
Multi-currency claims, how is the count affected?
Count is currency-blind, one claim is one. The monetary impact lives in Claim Value (open), which FX-converts at claim creation time using the workspace base currency. A multi-country merchant on euros base will see GBP and CHF claims converted at filing-day rates.
Why did my open-claim count drop suddenly?
Three usual reasons. (1) Bulk auto-resolution by a carrier (DHL Express runs weekly batches). (2) Manual write-off by your finance team marking aged claims as resolved-not-paid. (3) Connector reconnect sometimes resyncs status from carrier source-of-truth. Check audit log in the portal.
Should I file claims for every late shipment?
No. Filing has a per-claim labour cost (~10 to 15 minutes for documentation upload) and small-value lates often resolve as on-time on retry; over-filing strains your carrier account-management relationship. Most operators file claims at lost-status threshold (no scan in >7 days) or damage threshold (customer photo evidence). The card reflects what you have filed; under-filing is invisible here, watch Exception Rate for the upstream signal.
How does ShippyPro vs direct-carrier claim filing differ?
ShippyPro’s claims module submits the claim to the carrier on your behalf and tracks status via a uniform interface; carriers still process claims under their own SLA and rules. The card reads ShippyPro’s view; the carrier’s portal remains source-of-truth for payment release. For high-value claims (>EUR 1000), most operators also escalate via direct carrier account contact.
What about EU customs claims (parcels stuck at border)?
ShippyPro tracks these under the same open status with a different sub-reason. Customs claims rarely pay out (the carrier did not lose the parcel; customs held it); the merchant typically pays customs duty/delay surcharge instead. These claims clog the queue but do not cost the carrier directly. Read Shipments by Destination for cross-border lane health.