Handle claims

After an order has been invoiced and paid, the merchant will have 48 hours to raise any claims when the order’s shipment status is changed to “Arrived at arrival port”. 

When a claim has been raised by the merchant, the order status will change to “Claiming”. 

You can click into that specific order, check the details of the claim and when the claim expires (1).

To resolve this claim, the following needs to be done:

1. After viewing the details of the claim, you will need to choose whether to accept or reject the claim, or propose another claim amount using the corresponding button. This action can be reversed by clicking on () if the order has not been updated. 
   
2. You can also download supporting claim documents uploaded by merchants by clicking on the link. 
   
3. Additional comments can also be added to the claim (if needed). 
   
4. Click “Update Order” to release these changes to the merchant. 

Please note that the claim will automatically expire if left unsettled for 10 days. When a claim expires, the status will change to “Claim Expired” and no further changes can be made to the order. 

Once the claim has been resolved, the status of the order will change to “Claim Accepted”. The credit note can be downloaded from the order page. 

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