Parcel Claims

Loop identifies parcel billing and service issues that may qualify for a carrier credit or refund. A claim is a request for that credit or refund, and it is filed after the invoice has been paid.

Depending on the claim type and your account setup, Loop may submit the claim to the carrier, or send the claim details to your team so you can file it directly.

Claims are based on parcel invoices, tracking data, payment history, and your negotiated carrier agreements. Coverage and filing responsibilities vary by carrier and claim type.

How it works

1. Loop reviews parcel billing and tracking data as part of its audit process.

2. When Loop identifies a possible recovery opportunity, it creates the relevant claim data, such as tracking numbers, invoice numbers, and billed amounts.

3. The claim is routed according to the claim type and your account setup. Some claims are sent directly to the carrier; others are sent to your team for filing.

4. Claims are generally generated on a weekly schedule, often on Monday, but the exact cadence depends on the client and carrier configuration.

5. Carrier responses and refund status are currently followed up through email and operational workflows rather than a universal in-product claim-status view.

Claim types

Duplicate-billed packages

Loop identifies the same tracking number billed on multiple invoices, typically when at least one of the invoices has already been paid. Duplicate-billed package recovery is primarily supported for UPS and FedEx, with additional carrier coverage varying by configuration. Where Loop has the required information, the claim may be sent directly to the carrier.

Non-voided packages

Loop identifies packages that were cancelled or expected to be voided but still appear on a carrier invoice. This workflow is primarily used with UPS. Depending on the client configuration, Loop may send the report to UPS or provide it to your team to file.

Undelivered packages

Loop identifies packages that appear to have been billed but do not show a delivery in the available tracking data. These claims are typically sent to your team because the carrier may require item descriptions, quantities, and declared values that only the shipper can provide. Your team then files the claim with the carrier.

Rate errors

Loop compares parcel invoice charges with the applicable contracted rates and may identify overcharges on invoices that have already been paid. Rate-error recovery is primarily supported for UPS and FedEx. When the required information is available, Loop may submit the claim directly to the carrier.

Guaranteed Service Refunds and late delivery

For supported carriers, Loop compares the actual delivery date and time with the carrier’s guaranteed service commitment. If a package is delivered late or is not delivered, Loop may create a discrepancy and claim opportunity. Full claim workflows are primarily available for UPS and FedEx; tracking may be available for other carriers without the same claim logic. Filing may be handled by Loop or by your team depending on your configuration and carrier requirements.

Residential surcharge and late-fee validation

Loop may also identify potentially invalid residential surcharges or late-payment fees as audit findings. These checks are generally detection-only: Loop surfaces the issue, and your team decides whether to pursue a carrier credit.

How claims are submitted

Post-payment claim reports are sent from parcel-claims@loop.com when that delivery path is enabled for your account. Reports typically include tracking numbers, invoice numbers, and the amounts being claimed. Client and Loop contacts may be copied for visibility.

The recipient and filing owner depend on the claim type:

• Duplicate-billed packages and rate errors may be submitted directly to UPS or FedEx when Loop has the required information.

• Undelivered packages are usually sent to client contacts so the client can file with the carrier.

• Non-voided packages may be sent to the carrier or the client depending on the account configuration.

• Guaranteed Service Refund claims may be submitted by Loop or handed off to the client, depending on the carrier and account setup.

• Residential surcharge and late-fee findings are normally handed off to the client for follow-up.

What happens after submission?

Carriers may approve a claim, deny it, or request additional information. Carrier replies are routed through the claims inbox and may require follow-up. Refund status is currently tracked operationally rather than through one consolidated in-product claim status.

If a carrier denies a claim, Loop or your team may review the carrier’s reason, correct a rate or data issue when applicable, and determine whether a new submission is appropriate.

What clients should know

• Claim types, carrier coverage, cadence, and filing responsibility are account-specific.

• A tracking or billing finding does not always result in an automatic carrier submission.

• Some claims require information that only the shipper can provide.

• Claims and refunds may require follow-up with the carrier after the initial report is sent.