Returns & Claims
Public claim filing portal for customers
A standalone page customers can use to file a lost-package or damaged-package claim, with photo upload and direct insurance follow-up.
The public claim page
Every tracked shipment has a public claim page at
/track/[trackingNumber]/file-claim. The customer can self-serve report a missing or damaged package without emailing support. The page is unauthenticated—the tracking number is the credential.When claim filing is available
The "File a Claim" button only appears on the tracking page under three conditions:
- Delivered + 7 days — customer says it never arrived (lost porch package).
- Returned to sender — package came back, customer wants help.
- Failure status — carrier reported damage, return-to-sender, or undeliverable.
What customers submit
The form captures: claim type (lost, damaged, missing items), description (free text), contact email (auto-filled from order if available), and up to 5 photos. Photos upload to a Supabase storage bucket and are linked to the claim record. For damage claims, photos are required.
Admin notification and triage
When a claim is submitted, ShipWave creates a
Claim record, emails the account owner, and surfaces the claim in Admin → Returns → Claims. The admin view shows the order, photos, customer message, and a one-click "File with carrier" button that drafts the EasyPost claim with carrier-specific evidence requirements pre-filled.Insurance follow-up
If the shipment had EasyPost or auto-insurance attached (see auto-insurance rules), the claim flows into the insurance follow-up queue. ShipWave polls the insurance status weekly and updates the claim with paid/denied state. When paid, the funds go to your EasyPost wallet and you can issue a refund or replacement at your discretion.
FAQs
Can customers file a claim without a tracking number?
No. The tracking number is the URL credential. If a customer says they lost their tracking, send them the link from their order email or look it up in the admin.
What happens to the photos after the claim closes?
Photos are retained for 90 days post-claim-resolution, then deleted to control storage. Export them if you want to keep them longer.
Can I disable customer-filed claims entirely?
Yes, at <strong>Admin → Settings → Claims</strong>. If disabled, the button never appears on tracking pages and customers must email support.
How does this interact with the returns portal?
They're separate flows. Returns are for customer-initiated returns of received product. Claims are for lost-in-transit or damaged-in-transit incidents. The decision tree on the tracking page picks the right path automatically based on shipment status.
More in Returns & Claims
- Returns portal: QR labels and auto-disposition
A self-service returns experience for your customers, plus rules that decide what happens to each item the moment it lands on your dock.
- Auto-insurance rules: never ship a high-value order uninsured
Set a dollar threshold and ShipWave automatically adds EasyPost insurance to every label above it, so a single porch theft doesn't cost you the shipment.