Claims & Disputes

Chaos to clarity.

Lost, damaged, delayed — it happens. Most 3PLs handle claims in spreadsheets, email threads, and Slack pings while customers wait. RocketFuel centralizes the queue, optionally auto-submits to carriers via Orbit AI, and keeps brands in real-time status so nothing goes silent.

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Four steps. One queue.

Step 1 of 4

Claim is initiated

From any shipment in the platform, the brand — or your 3PL team — clicks "Open a Dispute." Whoever opens it is prompted for the exact info required (photos, receipts, descriptions).

Step 2 of 4

Brand and 3PL both get a centralized view

Both the brand and the 3PL see all claim details in one dashboard. No carrier-portal context-switching, no chasing screenshots through email or Slack.

Step 3 of 4

Submit — manually or via Orbit AI

Optional add-on: Orbit AI submits the claim to the carrier, handles formatting and documentation, and tracks status. Or your team submits manually with all data already in one place.

Step 4 of 4

Real-time status, two-way comms

As status changes, the brand sees it. If more info is needed, you request it in RocketFuel and the brand is notified automatically. Approved recoveries go back to you the moment the carrier acknowledges.

What the queue handles.

Brand or 3PL self-service intake Brands open a dispute from any shipment — and your 3PL team can open one too. RocketFuel prompts for the exact info required: photos, receipts, descriptions.
Centralized queue All claim details land in one dashboard across USPS, UPS, FedEx. No more carrier-portal context-switching or chasing screenshots through email.
Orbit AI add-on Optional automation submits claims to carriers, handles formatting and documentation, tracks status, and updates RocketFuel — eliminates manual work.
Two-way comms Brands see real-time status. When more info is needed, you request it in RocketFuel and the brand is notified — no silent claims, no follow-up emails.
Recovery back to you Approved claim recoveries go back to you the moment the carrier acknowledges. No separate AR cycle.
Audit log feed Refused-delivery flags, damaged-parcel signals, and lost-package events from the audit log surface in the queue automatically with proof of shipment.

More across the platform

Flagship Adjustment Reconciliation

The audit log that surfaces label-time mis-billings is the same data feeding eligible claims.

Sibling Advanced Rate Markups

When a recovery posts, the resolved markup applies to the credit just like any normal shipment.

Flagship Recharge Meter

The prepaid balance that flips your cash flow — fund before you ship, draw down per shipment.

Frequently asked questions

Which carriers does this work with?

USPS, UPS, and FedEx are the primary supported carriers. The dashboard surfaces status from any carrier with an accessible API and routes filing to the carrier portal otherwise. Orbit AI handles automated submission for the major three.

What does the brand see?

A self-service claim intake from any shipment, real-time status updates as the case moves, two-way comms when more info is needed, and their approved recovery returned when the carrier approves. They stop wondering and start trusting.

Does this replace audit work?

No. The <a href="/product/adjustment-reconciliation">reconciliation pipeline</a> catches mis-billings at label time — that's the meter's job. Claims handles post-shipment loss, damage, and SLA-miss events that aren't reconcilable at label time. Together they remove the need for a 30–50% commission audit firm.

Claims are inevitable. The chaos isn't.

Refused deliveries. Damaged parcels. Lost packages. The workflow today: log into the carrier portal, paste tracking numbers, attach proof of value, attach proof of damage, wait, dispute the denial, repeat. Across three carriers it's a part-time job — and most teams quietly leave the smaller claims unfiled because the labor cost of disputing exceeds recovery.

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Built for a specific job: Parcel claims management