How to Track and Respond to a Claim

All claims for your account are listed in Claims, along with the message thread for each one.

Result After Completion

Once you know your way around Claims:

• You can check the status of any claim you have submitted
• You can reply to our support team without leaving the platform
• You can see what was decided and what happens to any compensation

Step 1 — Open Claims

1. Log in to your Swotzy account
2. Click Claims in the left-hand menu

The list shows every claim on your account, newest first.

Step 2 — Find a claim

Use the tabs above the list to narrow it down:

• All — every claim
• Open — claims still in progress
• Needs your input — claims waiting on a reply from you
• Decided — claims that have been credited or denied

To find a specific claim, use the search field. You can search by claim number, tracking number, or carrier.

Each row shows:

• Status
• Claim — the claim number
• Reason
• Carrier
• Tracking — the tracking number
• Claimed — the amount you are claiming
• Outcome
• Age — days since the claim was submitted

To download the list, click Export.

Step 3 — Open a claim

Click any row to open the claim.

The claim view shows:

• Outcome — the carrier's decision and the reason given, once a decision has been made
• Summary — the claim number, reason, carrier, tracking number, recipient, value of the claimed goods, the date it was filed, and the invoice the shipment was charged on
• Evidence — the files you uploaded when submitting the claim
• Messages — the full thread between you and the Swotzy support team

Claim Statuses

Swotzy confirms receipt of your claim and begins examining it within five business days.

Finishing a Draft

A claim you saved with Save Draft appears in the list with the status Draft.

1. Open the claim
2. Add the remaining details and evidence
3. Click Submit Claim

A draft is not with Swotzy or the carrier until you submit it.

Responding to a Message

When a claim needs something from you, our support team emails you and the status changes to Needs your input. Emails are sent to the user who submitted the claim, not to all users on the account.

1. Open the claim
2. Read the latest message from the Swotzy support team
3. Type your reply in the Reply to Swotzy support field
4. Click Send

Claims waiting on your reply do not move forward until you respond.

The message thread is also where to send anything else about the claim, including a correction to something you submitted. Our support team reviews the thread and updates the claim.

If Your Claim Is Approved

Once Swotzy has received the approved compensation from the carrier, we issue a credit note along with your next monthly invoice.

For how credit notes work, see What is a Credit Note?

If Your Claim Is Denied

The Outcome section shows the reason the carrier gave.

To appeal, reply in the claim's message thread within 3 working days of the decision. Include any supporting documents or details that were not part of the original claim.

After 3 working days, the claim is closed and can no longer be appealed.

Need Assistance?

If you have questions about a claim, our support team is here to help.

Contact us at support@swotzy.com