A ceramics e-shop was quietly absorbing every broken shipment — carrier claims felt too bureaucratic to bother with. We built a guided photo intake that files perfectly formatted claims within each carrier's deadline. Recovered claim money tripled.
Typical results
68%
Claims paid, up from 22%
4 min
Staff time per claim, from 50
0
Carrier deadlines missed
Figures reflect typical results for this kind of automation.
The challenge
Shipping fragile goods means breakage — around 3% of parcels arrived with damage. Each carrier demanded its own claim form, photo angles and deadline, so a single claim ate 50 minutes of staff time. 38% of claims missed the filing window entirely, only 22% were ever paid, and the shop swallowed the rest as a cost of doing business.
Before and after
Claims paid by carriers
3.1×Staff minutes per claim
−92%Claims missing the filing deadline
−100%The automation
We built a claims pipeline that starts at the customer's doorstep. A damage report on WhatsApp opens a guided intake — photos of the item, packaging and label — and triggers the replacement immediately. The engine then formats the evidence to each carrier's exact requirements, attaches invoice and tracking history, and files within the deadline. Every claim is tracked to payout on one dashboard, with weekly escalations on stalled cases.
How it works
- 01
Guided intake
A customer reporting breakage gets a WhatsApp flow requesting photos of the item, the packaging and the shipping label.
- 02
Instant goodwill
The replacement or refund triggers immediately — the customer never waits on the carrier's verdict.
- 03
Build the claim
The engine formats the evidence to each carrier's exact requirements, attaching the invoice, weight and tracking history.
- 04
File on time
Claims submit within each carrier's window, with the confirmation number logged automatically.
- 05
Chase to payout
A dashboard tracks every claim to approval and fires weekly escalations on anything stalled.
Starts from
- WhatsApp damage reports
- Guided photo evidence
Delivers
- Carrier-formatted claim files
- On-deadline submissions
- Payout tracking dashboard
The impact
The paid-claim rate climbed from 22% to 68%, and with zero deadlines missed, recovered money tripled. Staff time per claim fell from 50 minutes to 4, customers get replacements the same day they report, and breakage went from silent loss to a managed, mostly reimbursed expense.
Questions about this automation
What does the customer have to do to report damage?
The customer reports the breakage on WhatsApp and is guided step by step to send photos of the item, the packaging and the shipping label. The replacement or refund is triggered right away, so the customer does not wait for the carrier's decision. Staff only step in for unusual cases.
How are claims matched to each carrier's rules?
Each carrier's claim template, required photos and filing deadline are stored in the automation. The engine assembles the evidence in that format, attaches the invoice, parcel weight and tracking history, and submits the claim before the deadline. The carrier's confirmation number is saved on the claim record.
What happens when a carrier is slow to pay?
A dashboard follows every claim from submission to payout. Claims with no response after a set number of days get a weekly follow-up to the carrier, and rejected claims are flagged for review with the stated reason. It is a multi-step build, usually rolled out in stages, one carrier at a time.