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If a parcel has gone missing or arrived damaged, you can raise a claim directly on Connexx instead of emailing or calling support. Connexx checks the shipment's eligibility for you, pre-fills as much of the paperwork as it can from your tracking data, and sends the claim straight to the carrier.
Connexx checks eligibility for you automatically, so you don't need to work it out in advance. Based on the checks it runs, expect it to look at things like:
If a shipment doesn't pass these checks, Connexx will tell you it isn't eligible.
Go to Shipments and find the parcel you want to raise a case for. Either open the shipment and select Get support, or tick its checkbox in the list and choose the support icon from the toolbar that appears. This opens the Create support case window.
You can select Save draft at any point and finish the claim later — the case will be exactly where you left it.
Select the option that matches what happened:
Select Next.
Connexx shows the full tracking history for the parcel and checks it against the carrier's claim requirements automatically. You'll see each condition marked as met or not applicable.
If the shipment qualifies, you'll get a green eligible to claim confirmation, plus the maximum claim value for that carrier and the date the claim window closes. Select Next.
Fill in the details of the claim:
If your parcel is marked as delivered but the recipient says they never received it, you'll also need a Denial of Receipt (DOR), signed by the recipient. Select Templateto download a version pre-filled with the receiver's address, the parcel barcode and the relevant dates, get it signed, then select Attach fileto upload the signed copy. If you don't have it yet, select Save draftand come back once it's signed.
Once everything's attached, select Next.
Check everything before it goes to the carrier: carrier, claim type, parcel reference, claim value, and the documents attached. The carrier's maximum claim value is shown again here for reference.
Add anything else the reviewing team should know in Additional comments, then tick both boxes:
Select Submit request.
You'll land on a confirmation screen with your case reference (for example, CASE-23) and a status tracker: Submitted → In review → Resolution → Closed.
Go to Support Casesin the left-hand menu to see every case you've raised, with its reference, category, tracking code, carrier, date created and status. Select a case to see its full detail, the documents you submitted, and a timeline. If a carrier or our team replies, it'll come by email — reply to that email to keep the conversation going.
Raising a claim this way keeps the whole case in one place: the evidence, the eligibility checks and the carrier's decision all sit against the shipment record instead of scattered across emails and phone calls. If anything about your claim doesn't fit this guide, get in touch with our support team and they'll take it from there.
Every carrier sets its own claim window, maximum value, and evidence rules. Check the policy for yours, or submit a request and the ITD team will take it from there.