How to File a Claim
New! Claims can now be filed directly in the product. Under Order Management > Returns, select the return with the lost, stolen, or damaged package.
1. The process varies a bit between claims for return shipments vs outbound shipments.
For return shipments:
Go to the return order
Click the three dots and select File a carrier claim
Select the reason for the claim
Track its status under Claims > Carrier Claims
For outbound shipments:
Go to the Shipments tab
Click the Print label dropdown
Select Submit carrier claim request
Choose a reason and monitor progress under Claims > Carrier Claims
2. Select a reason for filing the carrier claim:
3. If you select "Damaged", you'll be required to input an image. The shipping carriers require a photo of damaged items to approve a claim.
4. Submit the claim. Once submitted, Redo will take care of filing the claim with the carrier and update the status as we hear back from them.
5. You can manage any outstanding claims under Order Management > Claims > Carrier Claims.
6. If the carrier approves the claim:
Returns: Redo will credit the approved amount to your invoice (Settings > Invoices).
Outbound packages: Redo will credit the approved amount to your label balance (Settings > Order Fulfillment > Balance).
What to Expect
Timeline: Carrier claims can take 3–6 weeks to process. If you'd like an update, reach out to Redo after that period and we’ll check the status for you.
Coverage: By default, the carrier covers up to $100 in value plus shipping. If additional insurance was purchased, that increases the amount covered.
Expedited Processing: Claims can be expedited by submitting a formal request and securing necessary permissions. Once approved, the claim is usually processed within one business day.
Frequently Asked Questions
Who files the claim?
Redo handles the claim filing process for you.
When is the claim filed?
As soon as the required details are submitted in the Redo product.
How do I get updates?
Contact Redo after 3–6 weeks for a status update.
Is the full package value refunded?
The carrier covers $100 plus shipping unless additional insurance was purchased with the label.
Are there any circumstances in which Redo will not file a claim?
Redo will file carrier claims for any label we provide, both in our Returns product and our Order Fulfillment product. We cannot file claims for labels you purchased through other providers.
What is the 'publish' feature in the claim process?
Publish is a feature that allows users to finalize and submit claims more efficiently. Stay updated on process changes to avoid disruptions..
This process is designed to minimize your effort and help resolve delivery issues quickly and efficiently. If you have any other questions, don’t hesitate to reach out to the Redo support team.
Managing and Optimizing Claims
Understanding Changes in the Claim Process
Occasionally, updates to the claim process may occur, such as new features like the ability to 'publish' a claim. To avoid issues stemming from these changes:
Review Updates: Regularly check for updates or announcements regarding changes to claim filing or submission processes.
Review the Claim Flow: Familiarize yourself with any new claim procedures to ensure accurate submissions.
Streamlining the Claim Process to Avoid Delays
Efficient claim processing depends on correct system configurations. Here's how to ensure no unnecessary delays occur:
Adjust Settings Appropriately: If returns are currently not being processed, adjust the setting to shipping claims to enable smoother claim handling.
Regularly Validate Settings: Ensure that all configuration settings align with your organization’s needs to avoid processing stalls in the future.
Expediting Claims
If you need a claim to be processed faster, the following steps can help expedite the process:
Submit an Expedited Request: Reach out to the team with a formal request for claim expedition.
Secure Necessary Permissions: Some expedited claims may require additional permissions.
Follow Up on Processing: Once permissions are granted, the claim is typically processed by the next business day.
Troubleshooting Common Errors
If you encounter issues during the claim process:
Double-check system configurations to ensure appropriate settings.
Familiarize yourself with updated claim flows to prevent processing errors.
Reach out to support for further assistance with troubleshooting or expedited claims.