Lesson 10: Claims Housekeeping

CX Claims Housekeeping

To be completed at end of period alongside period end figures.

FedEx

·         Open the latest FedEx report from the F Drive – Claims folder.

·         Check the report against the FedEx claims logged on the internal sheet.

·         Add any claims appearing on the report that are not currently on the sheet.

·         If a claim should already have been logged, send the error to Sups.

·         Highlight in red any claims on the sheet within the same time period that are not appearing on the FedEx report. Before sending the list to Sups, double check the orders to ensure we have had the claim accepted / we have claimed correctly. Once you have double checked this list, send to Sups. These claims will then be sent on to Julie to chase with the Claims Team.

·         Ensure an appropriate reason for claim is selected for every entry.

·         Ensure a value is always entered for each claim, even if we are unable to claim or the claim has been rejected.

·         If a freight charge has been refunded, please add into the postage amount column.

Evri

·         Review all claims logged within the last 4 weeks.

·         Ensure a reason for the claim has been selected.

·         Confirm that claim values have been entered.

·         Ensure order numbers are present for all claims.

InPost

·         Log into the eRin portal and open the Claims section.

·         Check claims currently in accepted status to confirm payment has been received.

·         If payment has not been received, escalate the claim within the portal.

DPD

·         Log into the DPD portal and review the status of all claims.

·         If a claim is marked as accepted but is not visible on the portal and is over 10 days old, email DPD to raise a query.

·         Highlight any such claims in red on the sheet so it is clear what we are awaiting a response on and send this list to Sups to be sent over to DPD.

Yodel

·         Log into the eRin portal and open the Claims section.

·         Check claims currently in accepted status to confirm payment has been received.

·         If payment has not been received, escalate the claim within the portal.

ASDA Delivery

·         Review any claims currently sitting in accepted status, ensure the correct amount paid is entered into the column. We can claim for a cost price of max £50 with ASDA so if the cost price is over this amount, please ensure to only enter £50 in the paid amount column.

·         Send list of claims sitting in Accepted status to Sups for the period and this will be sent over to ASDA. Sups will then chase the response from the Account Manager for an update on the claims.

·         Once we receive a response confirming the claim has been paid or rejected, then update the claims sheet.

General Requirements

·         All claims must have a reason selected.

·         All claims must include a value.

·         Order or reference numbers must be recorded where applicable.

·         Any issues should be flagged to Sups immediately.