> ## 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, ShippyPro > Open Claims for ShippyPro 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 **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. | | | | ---------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `COUNT(claims WHERE status IN ('open', 'pending_carrier_response', 'awaiting_documents') AND created_at <= now)`. Real-time read against ShippyPro's claims module; pooled across every connected carrier. | | **API endpoint** | `GET /claims` (ShippyPro REST API). The card reads `claim_id`, `carrier`, `status`, `created_at`, `claim_amount`, `currency`, `shipment_id`, `last_carrier_update_at`. | | **Carrier-resolution scope** | **All carriers pooled.** Each carrier runs its own claims process and SLA: DHL Express auto-resolves loss claims at 5 working days, BRT typically 10 to 20, Poste Italiane 30+. The card does not segment, the time-to-resolution variance is the operational reality. | | **Claim trigger** | A claim is filed when the merchant marks a shipment `lost`, `damaged`, `incorrect_delivery`, or `delivery_dispute` in the ShippyPro UI or via API. Auto-claims (some carriers offer them on `delivery_failed` events) are also counted. | | **Returns / RTO** | Return-to-Sender events do **not** generate claims; they reverse without dispute. A returned parcel that arrived damaged is a claim. | | **Currency** | Open count is dimensionless. The monetary exposure lives in [Claim Value (open)](/nerve-centre/kpi-cards/shippy-pro/claim-value), denominated in the merchant's workspace currency (FX-converted at claim creation time). | | **Time window** | `RT` (real-time). The card reads the live claims roster; there is no rolling window. | | **Alert trigger** | `>0 unresolved >7d`. Any claim still in `open` status seven or more calendar days after creation trips the alert. The seven-day cutoff is generous for fast carriers (DHL Express) and tight for slow ones (Poste Italiane). | | **Roles** | owner, operations, finance | ## 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. | Carrier | Open claims | Avg age (days) | Aged >7d (alert) | Status mix | | ---------------------------- | ----------- | -------------- | ---------------- | --------------------------------- | | BRT | 14 | 9.2 | 9 | 8 lost, 4 damaged, 2 mis-delivery | | DHL Express | 3 | 2.1 | 0 | 2 damaged, 1 lost | | GLS | 6 | 5.8 | 2 | 4 damaged, 2 lost | | Poste Italiane | 22 | 19.4 | 21 | 18 lost, 4 damaged | | **All carriers (this card)** | **45** | **12.7** | **32** | | The card reads **45** in the headline; the alert at `>0 unresolved >7d` is firing on **32** of them. Five things to notice: 1. **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. 2. **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. 3. **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. 4. **Mix of lost vs damaged matters.** 30 of 45 claims are `lost` (no delivery scan, parcel never arrived) vs 14 `damaged`. 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)](/nerve-centre/kpi-cards/shippy-pro/claim-value) to see expected vs at-risk. 5. **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: | Card | Why pair it with Open Claims | What the combination tells you | | ------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | [Claim Value (open)](/nerve-centre/kpi-cards/shippy-pro/claim-value) | The monetary exposure of the open queue. | 45 claims at EUR 25 each is operations noise; 45 claims at EUR 200 each is a finance issue. Always read together. | | [Exception Rate](/nerve-centre/kpi-cards/shippy-pro/exception-rate) | Upstream cause. Exceptions become claims. | Climbing exception rate predicts a 7 to 14 day rise in open-claim count. A spike in exceptions without a claim follow-on means merchants are absorbing the loss instead of filing. | | [Failed Deliveries](/nerve-centre/kpi-cards/shippy-pro/failed-deliveries) | Failed deliveries that never recover convert to lost-parcel claims. | Failed-delivery climb without claim climb = recoveries are working. Both climbing = network is dropping parcels. | | [Returned to Sender](/nerve-centre/kpi-cards/shippy-pro/returned-to-sender) | RTO is the alternate outcome to a claim. | RTO and claims are mutually exclusive paths for a non-delivered parcel. Total non-delivery = RTO + claims. | | [OTD by Route](/nerve-centre/kpi-cards/shippy-pro/otd-by-route) | Identifies which carrier/lane is generating most claims. | Carrier with high open-claim share + low OTD = candidate for rate-shop rule change. | | Cross-connector: [`shopify.refund_rate`](/nerve-centre/kpi-cards/shopify/refund-rate) | Downstream impact. Lost-parcel claims usually mean the merchant has refunded the customer. | Open-claim spike typically lags Shopify refund-rate spike by 0 to 2 days; merchant refunds first, then files the carrier claim. | | Cross-connector: customer support ticket volume (Zendesk, Intercom) | Upstream signal. "Where is my order" tickets predict claim filings 1 to 3 days ahead. | Use as the leading-edge signal for inbound claim load. | ## Reconciling against the vendor's own dashboard **Where to look in ShippyPro's own dashboard:** [ShippyPro Dashboard](https://www.shippypro.com/app) → **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:** | Reason | Direction | Why | | -------------------------- | ---------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Status mapping** | Either | ShippyPro's portal sometimes shows `awaiting_documents` separately; the card pools it under "open". If the portal toggles "all open states" the totals match. | | **Real-time freshness** | Ours can lag 5 to 15 minutes | The card polls the claims endpoint at the workspace cadence; the portal reads live. Persistent gap >30 minutes = check connector health. | | **Auto-resolved claims** | Ours can lag | DHL Express auto-resolves on day 5; ShippyPro receives the resolution webhook within minutes; the card reads the next poll cycle. Today's count can include claims the portal already shows resolved. | | **Multi-workspace setups** | Either | Workspaces with multiple ShippyPro accounts (different country LegalEntities) need each connected separately; the card reads only the connected workspace. | | **Statute-aged claims** | Ours sticky | Claims aged >statutory window (carrier-dependent, 90 to 180 days) should be written off but sometimes remain `open` in ShippyPro. The card reads what is open; finance writes off externally. | **Cross-connector reconciliation:** | Card | Expected relationship | What causes legitimate divergence | | -------------------------------------------------------------------- | ---------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------- | | [`shopify.refund_rate`](/nerve-centre/kpi-cards/shopify/refund-rate) | Most lost-parcel claims trace back to a refund issued to the customer. | Merchants who replace instead of refund; chargebacks routed through the payment processor not Shopify; gift orders with no refund. | | Stripe / payment-processor disputes | Some carrier issues escalate to chargebacks before claim filing. | Different timelines; chargeback can pre-date the carrier claim. | | Customer-support tools | "Where is my order" ticket volume predicts claim filings. | Tickets that resolve via re-delivery never become claims; tickets that escalate do. | ***
Documentation cross-reference (for agencies running multi-platform stacks) Carrier claims metrics exist with conceptually similar definitions across multi-carrier orchestrators. These are independent claim queues with different carrier mixes; the cross-link exists for documentation navigation only. * [Sendle Open Claims](/nerve-centre/kpi-cards/sendle/open-claims) (single-carrier flat-rate model, simpler claims flow) * [ShipTheory Open Claims](/nerve-centre/kpi-cards/ship-theory/open-claims) (UK aggregator, sub-carrier visibility)
## 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 in `open` 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](/nerve-centre/kpi-cards/shippy-pro/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)](/nerve-centre/kpi-cards/shippy-pro/claim-value), 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](/nerve-centre/kpi-cards/shippy-pro/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](/nerve-centre/kpi-cards/shippy-pro/shipments-by-destination) for cross-border lane health. *** ### Tracked live in Vortex IQ Nerve Centre *Open Claims* is one of hundreds of KPI pulses Vortex IQ tracks across ShippyPro 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.