A Fashion Operations Manager's Guide to Claimit

Operations teams are the beating heart of fashion e-commerce: without seamless fulfilment, the whole model falls apart.

But fashion’s Heads of Operations and Logistics Managers are also under increasing pressure - dealing with huge order volumes (31% of UK fashion sales are now online) and trying to meet customers' heightened demands (i.e. 74% expect delivery within two days of purchase). The solution? Courier claims platforms. 

Platforms like Claimit go beyond recouping compensation for lost and damaged packages, helping Ops Managers optimise delivery processes without any additional operational burden. 

In this short guide, we will show you:

• How Claimit works for Ops Managers

• How to seamlessly integrate with Claimit

• What results to expect in the first three months

• What Ops Managers in fashion e-commerce think of Claimit

How Claimit works for Operations Managers

At a base level, courier claims platforms automate the five stages of claims processing for lost & damaged fashion shipments. At Claimit, for instance, the platform will:

1. Discover delivery issues. The AI-powered tracking tool spots shipping errors in advance and sends you alerts before the end-customer knows there’s a problem. 

2. Check claim eligibility. If there’s an unresolvable issue, the platform cross-references the package/product against the courier’s Ts&Cs to ensure a claim is eligible. 

3. Submit claim. Directly file a claim from the platform in a few clicks. 

4. Track claim. View each claim's progress in real-time with a centralised dashboard. 

5. Get paid. Get payouts 40% quicker than manual claims process (due to faster claims resolutions). 

But the platform also enables Operations Managers to:

• Get detailed visibility over delivery performance. With real-time parcel tracking and insights into individual courier performance at various stages (i.e. routes, product, freight mode).

• Improve customer satisfaction. Requesting couriers perform manual checks on parcels that are going ‘off-piste’ helps rectify delivery issues before they occur. 

• Free up your team’s time. Save 60-80% time on claims processing by switching from manual to automated claims. 

How to seamlessly integrate with Claimit

The last thing that Operations Managers want are tools that add more operational burden. 

But with Claimit, there’s no painful integrations or lengthy onboarding. 

First, the platform plugs directly into your e-commerce site or CRM, such as Squarespace, Wix, Zendesk or Freshdesk etc. 

Then you choose the couriers you currently use from the dropdown list, such as UPS, Royal Mail and DPD. 

Then…you’re good to go. As Claimit is synced to your current e-commerce set-up, your team doesn't need training or tech expertise to use the platform. What’s more, as the platform doesn’t retain any personal identifiable information (PII) data, you also don’t need to involve your data protection officer to get started. 

Example: Shopify

Fashion is the most common vertical on Shopify, accounting for 28% of all sites. It’s also one of the most popular e-commerce platforms among Claimit customers (15%). 

Claimit has a direct plug-in to Shopify, so instead of manually submitting claims to individual couriers, your Ops team simply automates the process through the Shopify platform - preparing, filing and monitoring claims for lost and damaged shipments in just a couple of clicks.

What to expect in the first three months

Within less than a quarter, the Claimit platform will not only give you powerful data to optimise your entire delivery process, but also recoups compensation for when things go wrong. Here’s what to expect. 

• After one week. The platform is up and running, giving you full oversight over deliveries from one centralised dashboard and sending alerts when a delivery is going sideways. 

• After one month. Your team will no longer be claiming compensation manually with Claimit handling the entire claims process from identification to compensation. By alerting couriers to potential shipping errors in advance, your team will also get ahead of delivery problems, instead of firefighting customer complaints. 

• After one quarter. You will have a clear picture of courier delivery performance, be able to pinpoint the source of consistent delivery issues and know which couriers are best for which product and routes. You will also start receiving compensation credits for lost & damaged shipments, with Claimit getting you compensation payouts 40% quicker than manual processes. 

What Ops Managers in fashion e-commerce think of Claimit

Given the huge volume of online orders, it’s no surprise that fashion e-commerce makes up 82% of Claimit’s customers. 

For instance, leading fashion brand Oh Polly signed up to Claimit to handle courier claims, improving its claims success rate by 20% and saving 60% of its team’s time. 

“Having a single platform to manage all claims has been a major advantage, eliminating the need to navigate multiple carrier portals and procedures. Our team particularly values the ability to submit claims directly from Shopify, which has simplified training and streamlined the overall workflow.”

Sam Robinson, Operations Manager, Oh Polly

Meanwhile, online fashion marketplace Wolf & Badger saw a 90% claims success rate and has saved £50,000+ since using Claimit. 

“Before Claimit, we weren’t claiming at all for lost or damaged parcels. It just felt too time-consuming and manual to be worth it. Since partnering with Claimit, that’s completely changed. Their platform has made it incredibly easy to file claims, with no integration needed. What used to be a black hole is now a simple, trackable process. Our CS Team loves how simple it is, and having full visibility in one place has been very useful.”

Scott Simmons, Head of Operations, Wolf & Badger

Keen to learn more? Read our interview with Tom Hughes, Head of Operations at sportswear retailer Sigma Sports.