Skip to main content

Claims management

File and track carrier claims for lost, damaged, late, or overcharged shipments. Orderly is the system of record: the Orderly claims team files with the carrier, and every status change flows back into the Portal and API.

Filing a claim​

From Shipments, expand any row and choose File claim. The wizard:

  1. Pick a reason: damaged, lost, late delivery, or overcharge. Eligibility is evaluated live: carrier support, delivery state, the filing window (with the exact deadline), and whether an open claim already exists for this shipment.
  2. Amount & description: requested amount, currency, and what happened.
  3. Evidence checklist: requirements depend on carrier and reason (a damaged FedEx shipment needs the invoice plus damage and packaging photos). Upload each item; files go to private storage and are only ever served through short-lived signed links.
  4. Save draft to finish later, or Submit to claims queue once the checklist is complete.

Submission is gated on readiness: required evidence must be uploaded, and if your organization runs Parcel Pro, the shipment's coverage report must exist (it's requested automatically if missing). A Parcel Pro coverage report is not a claim, filing always goes through the Orderly claims queue.

Tracking claims​

Claims in the sidebar shows the workspace: open claims, items needing attention, approaching filing deadlines, and recovered totals, with filters for drafts / filed / action required / decided.

Each claim page shows:

  • Status: the canonical lifecycle from draft through submitted, under review, approved / partially approved / denied, paid, and closed. Statuses set by the claims team appear within moments of the change.
  • Readiness: evidence and coverage completeness, separate from status.
  • Financials: requested, approved, and paid amounts.
  • Timeline: an append-only audit of every action: who did it (you, the claims team, automation, or a bridge), when, and what changed.
  • Evidence: every uploaded document with signed view links.

Claims can be canceled while still in your hands (draft through action-required states); once filed, the claims team drives the status.

Auto-claim rules​

Claims → Auto-claim rules creates drafts automatically from tracking signals:

  • Triggers: shipment flagged damaged or lost, delivery exception, or an express shipment past its delivery commitment (with a configurable grace period).
  • Scope: limit to specific carriers or services, or apply to all.
  • Amount: declared value or a fixed amount, with an optional cap.

Rules only ever create drafts for your review, nothing is filed externally without a person pressing submit. Use Dry run before enabling a rule to see how many of your recent shipments it would have fired on. Every evaluation is recorded with its outcome, and a replayed tracking event can never create a second claim.

API​

Everything above is available programmatically under /api/v1/claims with the claims:read / claims:write / claims:submit / claims:configure scopes, including bulk draft creation from shipment IDs and a compact claim-context endpoint for support integrations. See the API reference.