The work and the outcome
Evidence sits in carrier portals and warehouse files; missing links delay resolution.
Claims ticket contains indexed evidence pack, unresolved gaps and named owner; resolution decision remains human.
- Business function
- Delivery claims
- Typical sponsor
- Head of logistics
- Working role
- Delivery claims coordinator
- Unit of work
- delivery dispute
How this work typically happens today
- Locate invoice/order
- Collect pick, dispatch, tracking and POD records
- Reconcile dates and quantities
- Submit evidence and assign investigation
How the workflow could run
AI helps prepare and coordinate the work. The review rules define what can proceed and where an accountable person decides.
- 01
Receive the trigger
Customer disputes delivery, count or delivery location.
- 02
Bring the right context together
Shipment evidence graph with access controls for signatures and addresses.
- 03
Prepare the work with AI
Join order, load and POD identifiers; extract signed quantities and timestamps; flag inconsistent locations/counts; draft chronology.
- 04
Review and authorize
Assess disputed signatures, fraud and liability; contact carrier/customer; approve settlement or rejection.
- 05
Confirm the outcome
Claims ticket contains indexed evidence pack, unresolved gaps and named owner; resolution decision remains human.
The review experience
Shipment timeline with document previews and discrepancy flags.
Information and systems
Systems to connect
- ERP
- WMS
- carrier portal/API
- POD store
- claims system
Context the workflow needs
Order/invoice/load ID, tracking number, dispatched count, POD count, signature image, timestamp, address, claim reason.
What needs to be in place
Carrier document rights, retained PODs, common shipment identifiers and privacy controls.
Human decisions and exceptions
Where people decide
Assess disputed signatures, fraud and liability; contact carrier/customer; approve settlement or rejection.
The approval boundary
Claims owner evaluates liability; no automated denial, refund or signature-authenticity decision.
If something is missing or fails
Missing POD or unreliable identifier routes to manual carrier lookup with explicit evidence gap.
What to measure
- Complete evidence packs / disputes
- minutes to assemble / dispute
- elapsed hours to owner handoff
What to check during evaluation
Test wrong-shipment and cross-account retrieval; monitor missing evidence rates.
Establish today’s baseline and agree acceptance criteria for representative cases, including exceptions. Count review, rework and operating costs alongside the benefit. Time released creates capacity; a financial saving needs a separate mechanism.
Explore it in your business
Which carriers lack searchable PODs? Sample disputed deliveries and separate evidence assembly from negotiation time.
Bring the people who own the process, permitted examples and a clear finish line. Together, we can establish the scope, connections and evidence needed for a useful first deployment.