Carrier claim evidence pack

The claim is paperwork. GiftDesk already has the paperwork.

Carrier claim forms ask for the same things every time: the tracking history, the recipient, what was inside, what it was worth. That usually means an hour across Shopify, the carrier site, and old emails.

GiftDesk gathers it into one pack on the order, ready to print or paste.

Part of Delivery health.

When to open it

Every order that has shipped has a Claim pack button on its order page in GiftDesk.

The Carrier claim section on the order page highlights Open claim pack when something went wrong:

• the carrier reported a problem
• the parcel is flagged No movement
• the recipient tapped Not here on their gift page
• there is an open ticket about a lost or damaged parcel, such as a reship request

What is in the pack

1. Order: order number, campaign, carrier, tracking number, status, ship date, needed-by date, and the carrier's estimated delivery date. If a replacement order was linked, it is listed here too.
2. Recipient: name, address, and email. Only the store sees this.
3. Tracking history: every carrier scan in order, in your store's time and in UTC. The last physical scan is marked, so you can show where the parcel was last seen.
4. Recipient statements: "Got it" or "Not here" answers and messages from the recipient, with times.
5. Goods: each item with SKU, quantity, unit price, and line total, plus the order subtotal as the declared value. Prices come live from Shopify. If Shopify cannot be reached, the pack says the declared value is unavailable and points you to the Shopify order.
6. Claim: a link to the carrier's claim page for USPS, UPS, FedEx, DHL Express, Royal Mail, Canada Post, and Australia Post. For other carriers, the pack tells you to find the claim form on the carrier's website.

Print it or paste it

• Print / Save as PDF gives you a clean printout or a PDF to attach.
• Copy as text copies the whole pack for pasting into a carrier's web form.

GiftDesk does not file the claim or send anything to the carrier. The claim link opens the carrier's site with nothing filled in, and you submit the claim yourself.

Record that you filed it

After you submit the claim, click Mark claim filed, on the pack or on the order page. You can add the Carrier claim number (up to 120 characters). If you marked it by mistake, click Clear claim status.

What the gift team sees (Pro)

On Pro, Plus, and the trial, the gift team's order page shows a Claim status section, for example:

• "Store prepared a carrier claim pack on Oct 2."
• "Claim filed with the carrier on Oct 3 · ref 9921."

They never see the pack, the recipient's address, or prices. It answers "is anyone on this?" without another email to the store.

What each plan includes

• Every plan, including Starter: the store's claim pack, printing, copy as text, and marking a claim filed.
• Pro, Plus, and the trial: the gift team also sees claim status on the shared desk.

Related

• Stalled parcels, reships, and replacement orders
• Know they got it: Got it and Not here