Claims Resolution Process
Claims with the status Created are prioritized and processed by the next business day after their creation. All communication regarding claims takes place in the Mailship portal via chat, which replaces email communication between the reporter and the resolver.
We recommend monitoring the claim statuses and providing the necessary documents as required at each step of the process.
Claim Statuses
Here is a brief description of claim statuses:
Created – A newly created claim, processed with priority.
Waiting for Reporter / Waiting for CS – Awaiting input or documents from the client.
Waiting for Resolver / Waiting for MS – Awaiting processing by the Mailship team.
Waiting for Carrier – Awaiting a response from the shipping carrier.
Resolved – The claim has been finalized and closed.
Client Approved – The claim has been approved by the client.
Canceled – Incorrectly submitted, not considered a valid claim.
Communication Regarding Claims in the Mailship Portal
Each claim includes a chat feature that replaces email communication between the reporter and the resolver. It is important to monitor the statuses (see the description above) and provide the necessary documents as requested.
If you want to change the claim's status along with adding a comment, use the Waiting for Response button. This will automatically change the claim's status to Waiting for Resolver and send your comment.
If a claim has the status Created, it is prioritized for resolution. You can add comments or attachments, but do not change the status (be cautious with the Waiting for Response button, as it also changes the claim's status).
Closing a Claim
Once a claim is resolved, its status changes to Resolved, and the process is completed.
To keep your records organized, you can switch claims to the Client Approved status to identify those that have already been resolved on your end.
