People work in logistics too. And people can sometimes make mistakes. This can result in an unpleasant situation when goods are damaged during transport or at the transhipment point. When something like this happens, we do our best to deal with the consequences immediately. And that is why we are coming out with the new eClaims application.
The eClaims application can be found on the eSchenker portal, which is also used to find out our timetables, order shipments, track shipments or generate individual customer reports, so you have probably already come into contact with the portal. Some services are available without registration, while others require registration. Although it is possible to submit a claim in eClaims application without registering, we recommend for our customers the registering, as this is the only way to use the advanced features.
How does the application work?
If your shipment is damaged during transit, you enter a new claim in eClaims application and provide us with several supporting documents. Then you can just keep track of the status and add more information and supporting documents if necessary. All documents related to the claim are always at hand in one place. Thanks to greater clarity, the system will enable us to process claims more quickly.
Entering a claim
When you create a new claim, the system guides you through all the supporting documents you need to provide so you do not forget anything. Generally, you need to upload:
Transport customers:
- Transport order
- Transport document/documents
- Signed receiving transport document with a reservation of irregularity on the consignment from the consignee
- Commercial invoice
- Photographic documentation of damaged goods or packaging
- Packing list with marked weight
Logistics customers:
- Commercial invoice for goods
- Claimed amount
- Screen from SAP (on the date of the damage) with the customer’s stamp and signature/Price list
- Photo documentation of damaged goods, packaging, etc.
Of course, it is also necessary to state the amount of damage. If you do not know the exact amount yet, you can enter it later or update it as needed. This also applies to uploading documents, which can be added at any time.
Transparency and clarity
All open and closed claims remain in the system. Customized reports and analyses allow you to view exactly the data you are most interested in. A data export function is also available.
Unsure how to proceed?
Instructions that guide you through the process of submitting a claim step by step are available for transport customers here: eClaims manual (ENG) and for logistics customers here: eClaims_manual_LOG (ENG)
You can also watch our video tutorial here: DB SCHENKER | connect – eServices: eClaims
