Overview

Support agents can manually create claims when needed.

Manually created claims will appear with Self-Serve as the Source.

Step 1 — Start a Claim

1. Navigate to Delivery Assistance → Claims

2. Click + Create Claim

Step 2 — Select the Order

Search for and select the order number.

Step 3 — Select the Shipment

Choose the shipment associated with the issue.

You will see:

• Carrier

• Tracking number

• Shipment items

Click File Claim.

Step 4 — Enter Claim Details

Complete the claim form.

Claim Details

Select a reason and optionally add a note.

Common reasons include:

• Missing Item

• Damaged

• Lost

• Returned to Sender

Claim Items

Select the items involved and adjust the quantities.

Resolution Offer

Select the intended resolution type.

Evidence

Upload supporting files such as:

• Photos

• Videos

• Documents

Step 5 — Submit the Claim

Submit the claim after reviewing the details.

The claim will appear in the dashboard with Submitted status.

Manually created claims will show Self-Serve as the Source.

If you need any assistance, please contact support@cavalry.ai.