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Claimit Onboarding via ZigZag - FAQs

Overview​

ZigZag Global and Claimit have partnered to offer ZigZag customers access to Claimit automated claims and invoice auditing tools as an added-value service. This means you can recover funds from lost and damaged shipments without leaving your existing ZigZag relationship. We facilitate the onboarding process. Your commercial relationship and carrier management remains with ZigZag. Claimit handles the operational side - submitting and processing claims, as well as auditing invoices.

This page covers everything you need to know about getting set up and running Claimit via ZigZag.

Getting Started FAQs​

  • How do I get onboarded on the Claimit platform?

Your ZigZag account manager will coordinate your onboarding on the Claimit platform. You will be given access to the Claimit portal and guided through the process of adding your carriers and configuring any automated data feeds.

  • How do I add users to my account?

To add users to your Claimit account, follow the steps below:

  1. Go to Settings > Users and click + Add User.
  2. Enter the user's name and email address.
  3. Select their role:
    • Admin: Full access to all features.
    • Operations: Can view the dashboard, claims and settings, add claims, manage carriers, and reset passwords. No user or account management.
    • Finance: Read-only access to the dashboard and claims, with limited settings (no integrations). No write permissions.
    • Customer Services: Can view and add claims only. No access to anything else.
  • Is there a minimum commitment period?

There is no formal trial period. However, we recommend allowing a 3-month window before evaluating performance. This is because there is a natural lag between the time claims are submitted and the time credits are received. This initial period allows enough time for your account to be fully configured and for credits to start coming through.

  • How will I be invoiced?

Claimit charges will appear as a line item on your ZigZag invoice, so there is no separate billing relationship to manage.

Submitting claims FAQs​

  • What types of claims are available?

There are four types of claims:

  • Lost: The shipment never arrived and cannot be located.
  • Damaged: The shipment arrived but the contents were damaged in transit.
  • Delivery dispute: The shipment is marked as delivered but the recipient did not receive it. These require a Denial of Receipt (DOR) - a signed statement from the recipient confirming non-delivery.
  • Partial delivery: The shipment arrived but some items were missing.

Each type requires slightly different evidence. As a general rule, provide as much detail and supporting documentation as possible. The stronger the evidence, the better the outcome.

  • What information is required when submitting a claim?

As a general rule, the more evidence you provide, the better. Typically, you should include:

  • Proof of Purchase - confirming the order was placed.
  • Proof of Cost - confirming the value of the goods.
  • Denial of Receipt (DOR) - a signed statement from the recipient confirming non-delivery that is required for delivery disputes.
  • Description of the claim - a clear summary of what happened.
  • Description of the goods - a description of the contents in the shipment.
note

Denial of Receipt (DOR) is only needed for outbound claims!

Data and Automation FAQs​

  • Will ZigZag automatically send my claims data to Claimit?

ZigZag will handle the submission of your returns and inbound claims automatically via a data feed to Claimit. If you would also like to claim for outbound shipments, you can do this yourself directly in the portal. See Submitting Claims FAQs section above for more information on this.

Carriers & 3PLs FAQs​

  • How are my carriers set up on Claimit?

ZigZag will set up your carriers on Claimit as part of your onboarding. You do not need to do anything.

  • I use a 3PL. Can Claimit still process my claims?

Yes. For 3PLs where no direct carrier portal login exists, Claimit will submit claims directly to the 3PL on your behalf. Where possible, obtaining direct carrier account credentials will improve success rates.

  • What if I have carriers that are not listed in Claimit?

If your carrier is not listed in the portal, contact your ZigZag account manager and we will add it and integrate it for you.

Claim Statuses FAQs​

  • What do the different claim statuses mean?

All claims move through a series of statuses that are devided into two main groups: In Progress statuses and Outcome statuses.

  1. In progress statuses:

    • New - the claim has been created but not yet submitted to the carrier.
    • Submitted - the claim has been sent to the carrier and is awaiting a response.
    • Pending - the claim is awaiting action or a response.
    • Investigating - the carrier is actively looking into the claim.
    • Chasing - Claimit is following up with the carrier for an update.
    • Challenging - Claimit is disputing the carrier's response on your behalf
    • More info - additional information has been requested to progress the claim.
    • DOR - a Denial of Receipt has been requested from the recipient (required for delivery disputes).
    • Accepted - the carrier has accepted the claim and credit is expected.
    • Found - the shipment has been located by the carrier (typically closes a lost claim).
    • Invalid - the claim did not meet the carrier's eligibility criteria.

  2. Outcome statuses:

    • Credited - the claim has been resolved in your favour and credit will be received.
    • Rejected - the claim has been rejected by the carrier.

When a claim is rejected, a sub-reason is provided giving further detail on why the rejection was made.

Visibility and Reporting FAQs​

  • Will ZigZag have visibility of my claims activity?

Yes, ZigZag will have visibility of your claims. The specifics of reporting access will be agreed between you, ZigZag, and Claimit.

  • Can I export my data?

Yes. Go to the claims table and click the Export button to download your data as a CSV file. Before exporting, you can apply filters, search, and adjust the time frame to export exactly the data you need.

Security and Compliance FAQs​

  • I have already completed an information security review with ZigZag. Do I also need to do one for Claimit?

Claimit is SOC 2 compliant. That means the ZigZag - Claimit agreement should be sufficient. However, if your company has additional infosec requirements, please let Claimit know and we will work with you to complete any further review that may be necessary.