How Are Customer Claims Submitted and Handled?

A Seamless, Self-Service Process That Improves Retention, Builds Trust, and Keeps You in Control
Delivery issues happen. What matters most is how you respond.
ShipAid makes the resolution process simple, fast, and customer-friendly without sacrificing merchant control. Customers submit claims through a modern, branded self-service portal, and you manage everything directly in the ShipAid dashboard or Gorgias.
This approach eliminates slow insurance models, protects your brand reputation, and helps drive better business outcomes. You retain full control over resolution decisions while giving your customers an experience that increases trust, retention, and lifetime value (LTV).

A Frictionless Experience for Customers

When something goes wrong with a shipment, customers don’t want to email support and wait days for a response. They want quick answers and a clear path forward.
ShipAid delivers exactly that.

What Customers See:

A branded self-service resolution portal
Easy form submission with no login required
Real-time confirmation and updates
Fast outcomes based on your policies
This simple experience reduces frustration, builds loyalty, and encourages customers to shop with you again.

Full Control for Merchants

You are not handing control to an insurance company. With ShipAid, your team decides how to resolve each claim quickly and consistently.

What You Can Do:

Approve, deny, refund, or reorder with one click
Manage claims through the ShipAid dashboard or directly in Gorgias
Configure automated responses or trigger manual review
Track claims over time and analyze resolution trends
You set the policies. You control the outcomes. You maintain the customer relationship.

The Business Impact

Resolving delivery issues well is more than good service. It is smart business. ShipAid helps you turn operational hiccups into growth levers that directly impact:

Customer Retention

Customers who receive fast, fair resolutions are far more likely to return. By delivering a great experience even when things go wrong, you keep customers engaged and loyal over time.

Lifetime Value (LTV)

Every positive post-purchase touchpoint increases trust and deepens the customer relationship. Handling claims with care leads to higher repeat order rates and long-term value.

Average Order Value (AOV)

Customers who feel protected are more confident at checkout. By showing that your brand takes care of issues proactively, you encourage higher-value purchases.

Conversion Rates

The presence of a visible, branded delivery guarantee combined with easy claim resolution boosts conversion at checkout. It is a reassurance that removes hesitation.

No More Insurance Model Limitations

Traditional shipping insurance creates barriers: long wait times, limited approvals, and a bad experience for everyone. ShipAid removes those barriers and replaces them with control, transparency, and speed.
No third-party approval delays
No disputes with carriers
No rigid claim thresholds
You decide how to handle claims based on your own policies, customer history, or order value.

Real Merchants, Real Results

DTC Brand Using Shopify Plus
Before ShipAid, their support team spent hours managing delayed shipment complaints. After going live, they reduced claim handling time by 80 percent and saw a 20 percent increase in return purchase rate among claim submitters.

Subscription Box Retailer

They added ShipAid’s resolution portal and tied it into Gorgias. Claims are now processed in under 5 minutes, with CSAT scores improving and churn among subscribers dropping by 17 percent.

Final Thoughts

ShipAid’s claims process is built for modern eCommerce. It empowers your team to deliver fast resolutions while keeping control in your hands. Customers appreciate the clarity, and your brand earns trust at every touchpoint.
The result:
Fewer support tickets
Happier customers
Higher retention and LTV
More confident buyers at checkout
Want to see what branded claims resolution looks like for your store?
Our team can walk you through a live example based on your tools and workflows.

Updated on: 27/05/2025