MPH WMSFreight claims
File a claim with the carrier for a lost or damaged shipment
When a parcel is lost or arrives damaged, a freight claim is how you ask the carrier to pay for it.
Permissions: claims:read, claims:create, claims:manage.
Freight claims are only available for shipments booked on an MPH standard agreement, because MPH holds the carrier relationship and files on your behalf. If you ship on your own carrier agreement, claim directly with your carrier - the contract is between you and them.
This has nothing to do with claiming a pick list or an order in the pack queue. Same word, unrelated ideas.
Filing a claim
Orders → Claims → File a freight claim:
- Choose the claim type - Lost, Damaged, or Other.
- Describe what happened. Be specific; this text is what the carrier's claims handler reads.
- Enter the claimed amount.
- Upload evidence. For damage this means photographs of the goods and the outer packaging, plus the packing note. Weak evidence is the most common reason a claim is refused.
- Submit.
There is a claim window per contract, typically 30 days from booking. File inside it or the carrier will not consider the claim at all.
Statuses
| Status | Meaning |
|---|---|
| Draft | Started, not yet submitted |
| Submitted | Sent to MPH |
| Under review | MPH is checking it before passing it on |
| Approved | Accepted for filing |
| Filed with carrier | With the carrier |
| Carrier settled | The carrier has agreed to pay |
| Paid | Credited to your wallet |
| Rejected | Not accepted by MPH |
| Carrier denied | The carrier refused it |
Working a claim
The claim detail page has the evidence gallery, a message thread for going back and forth without email, and a timeline of every status change.
You get an in-app notification when a claim changes status or a new message arrives. See Notifications.
Payouts
A settled claim is credited to your prepaid wallet as a claim_payout ledger entry, so it offsets future shipping costs rather than arriving as a separate payment.
Improving your odds
- Photograph damage before unpacking any further, including the outer carton.
- File quickly. The claim window is short and carriers enforce it.
- Keep the packaging until the claim closes. Carriers ask for it.
- Record the real value of the goods, not the sale price, unless your contract says otherwise.