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Monika Young

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  1. Add claims function

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    7 comments  ·  General » Click & Drop (Registered) Personal Account  ·  Admin →
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    Monika Young commented  · 

    It’s obvious that the more difficult you make the claims process, the fewer people will complete it. As a business customer who pays for postage online and ships parcels daily (Monday to Friday), I should be able to raise a claim directly from the shipment record inside my account.
    Right now the claims journey is poorly designed. For customers who send large volumes, it creates a huge admin burden: we waste a significant amount of time re-entering the same details again and again, even though the system already has the tracking number, postage reference, service type, dates, and sender details.
    A postage system that assigns a tracking/reference number should automatically allow a claim to be started from that exact shipment within the customer account. This is basic usability, especially for regular business shippers.
    Additionally, when an item is lost, even if compensation is available up to £75, we are then required to submit a separate claim to recover the actual value of the contents. This duplicates work unnecessarily. As an online store, my shipments are linked to an order management system, so the product details and value are clear. Yet I still have to repeatedly “prove” information that should be straightforward and already supported by the shipment and order data.
    Please escalate this as a formal usability and process issue. Business customers need a streamlined, account-based claims flow, with auto-filled shipment data and a single process that covers both postage compensation and contents value where applicable. Either here is difficult to post the comment and aparently is valued for YOU!