How Are Customer Claims Submitted And Handled?

A Seamless, Self Service Claims Flow You Control

Delivery issues happen. What your customers remember is how you handle them.

SHIPAID gives you a modern, branded, self service claims experience for customers and a fast, controlled workflow for your team. Customers submit claims through a simple portal.

You approve, deny, refund, or reship from your SHIPAID dashboard or inside Gorgias.

You keep full control of decisions while giving customers the kind of experience that drives trust, retention, and higher lifetime value.

A Frictionless Experience For Customers

When something goes wrong, customers do not want to write long emails and wait days. They want clarity and speed.

What customers see:

• A branded self service resolution portal
• A short, guided form with no login required
• Real time confirmation and status updates
• Fast outcomes based on your policies

This reduces frustration, protects your brand reputation, and makes customers more likely to shop with you again.

Full Control For Merchants

You are not turning your customers over to an insurance company. With SHIPAID, you stay in charge of every resolution.

What you can do:

• Approve, deny, refund, or reorder with one click
• Work in the SHIPAID dashboard or directly in Gorgias
• Configure automation or send claims to manual review
• Track claims over time and analyze trends

You set the rules. You control the outcomes. You own the relationship.

The Business Impact

Handled well, delivery issues become growth opportunities, not cost centers.

SHIPAID helps you directly improve:

Customer retention

Fast, fair resolutions keep customers loyal, even when something goes wrong.

Lifetime value (LTV)

Positive post purchase interactions deepen trust and increase repeat order rates.

Average order value (AOV)

When customers see a branded Shipping Guarantee and a clear claims process, they feel safer placing larger orders.

Conversion rates

A visible Shipping Guarantee paired with effortless claims can reduce hesitation at checkout.

No More Insurance Limitations

Traditional shipping insurance slows everything down and often creates a poor experience for both you and your customers.

With SHIPAID there are:

• No third party approval delays
• No carrier disputes
• No rigid thresholds that ignore context

You decide how to handle claims based on your policies, customer history, and order value.

Real Merchants, Real Results

Shopify Plus DTC brand

Before SHIPAID, the support team spent hours on delayed shipment complaints. After launch, claim handling time dropped by about 80 percent and returning customers among claim submitters increased significantly.

Subscription box retailer

By adding SHIPAID’s portal and connecting it to Gorgias, claims began closing in under five minutes, CSAT scores rose, and churn among subscribers dropped.

Final Thoughts

SHIPAID’s claims workflow is built for modern ecommerce. It gives customers a fast, clear path to resolution while keeping decisions in your hands.

The result:

• Fewer tickets
• Happier customers
• Higher retention and LTV
• More confident buyers at checkout

If you want to see what a branded claims experience looks like inside your tools, our team can walk you through a live example.

Updated on: 03/12/2025