Claim invoice automation

Overview of the UPS Claims Process – FY25

The Operations (OPS) team is responsible for managing UPS claims, which are mandatory for recovering funds from lost orders. In FY25, the team processed 1,901 UPS claims. However, due to the manual nature of the current process, this activity remains highly time-consuming and resource-intensive.

Current Claims Process Summary:

• Investigation Timeline:

  • The Customer Service (CS) team initiates an investigation within 21 days from the delivery date (as per UPS policy).

• Process Steps:

• 1. Once a parcel is confirmed as lost, the OPS team receives the corresponding claim form.

  2. For UPS claims:

     • The OPS team generates the invoice only; the remaining process is handled by GXO.

     • The invoice must be submitted within 60 days of the delivery date.

     • UPS claims typically follow a longer resolution timeline.

The manual invoice generation process is the most significant inefficiency in the current workflow. Invoices are created individually using Excel, which is both time-consuming and prone to human error.

We believe that automating the invoice generation process would significantly enhance operational efficiency by:

• Reducing manual workload

• Supporting cost-saving initiatives

• Improving SLA performance

Manual Invoice Volume:

• August: 300

• September: 270

• October: 645

• November: 588

Automating this process will help us scale more effectively and meet our operational targets.