adamriofc Logistics Claim & Return SOP Generator
Drafts formal insurance claim reports to couriers and marketplace resolution centers.
Required Claim Package
- Receipt Proof (Airwaybill) & Order ID.
- Uninterrupted Unboxing Video: Unbroken unboxing video demonstrating outer package label + damage.
- Damage / Lost Item Photos: Photos of damaged item + packaging box.
- Formal Claim Letter: Formal claim letter requesting 100% item value reimbursement under courier insurance policy.
Claim Timeline (general)
- Lost package: claims filed 7-30 days from the date the tracking status stops updating; each courier has different SOPs (J&T ≤ 30 days, JNE ≤ 30 days, SiCepat ≤ 21 days, Shopee Xpress via the resolution center 7-14 days).
- Damaged package: photos + video must be submitted ≤ 24-48 hours after receipt — beyond that, generally rejected.
- Process: file first via the marketplace (CS/order complaint) for marketplace transactions — couriers typically process only after the marketplace approves.
Scope & Safety
- Use for: standard shipping insurance claims (item value ≤ default coverage limit).
- Do not use for: uninsured items (value above the limit without extra cover), illegal shipments, or immaterial loss claims — not covered.
- Anti-scam: never "beautify" evidence (edited photos) — can lead to permanent rejection & blacklisting.
Worked Example
Input: waybill: "JT123456789" / courier: "J&T" / "package lost after 20 days"
Draft: claim letter → attach the JT123456789 airwaybill, payment proof, delivery confirmation chat, and screenshot of the tracking status frozen on date X → submit via J&T CS (hotline/portal) → follow up on day 7 → if stalled, escalate via the marketplace resolution center + report to J&T's official WhatsApp Business. Claim value = product price (above the default limit? check the insurance scheme).