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When packages arrive at the warehouse without a prealert or recognizable tracking details, they are flagged as Unknown. As a Courier Partner, you can claim these packages on behalf of your customers by providing verification details.

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The Claim Process

To claim an unknown package, you need to navigate to the Unknown Packages section in your courier dashboard. Follow these steps:
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  1. Locate the Package: Find the package your customer is expecting by checking the tracking number, weight, or shipper details.
  2. Initiate Claim: Click on the package to open the Claim Package modal. Image
  3. Assign Customer: Enter the customer’s ID (e.g., SKY1001) to look up and assign the package to the correct account. The system will auto-fill their name.
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  4. Select Verification Method: Choose how you want to prove ownership of the package.
  5. Submit Claim: Confirm the details and submit. The package will enter a Pending status while the warehouse team reviews the claim.

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Verification Methods

To prevent unauthorized claims, you must provide proof of ownership. The system supports two verification methods: This is the fastest and most secure way to verify a package claim.
  • How it works: You must enter the last 6 digits of the package’s tracking number.
  • Why use it: The system automatically verifies if the suffix matches the actual tracking number on the package. If it matches, the claim is strongly validated.

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2. Upload Invoice (Alternative)

If the tracking number is missing or cannot be fully identified, you can upload proof of purchase.
  • How it works: Upload a clear PDF or image (PNG, JPG) of the customer’s invoice or order receipt.
  • Requirements: The file must clearly show the items and the customer’s name. File size must not exceed 5MB.
You only need to provide one verification method (Tracking Suffix OR Invoice), not both. The Tracking Suffix method is highly recommended for faster warehouse approval.

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After Submitting a Claim

Once you submit a claim:
  • A real-time notification is sent to the warehouse staff.
  • The package remains in the warehouse until the claim is reviewed.
  • If approved, the package is assigned to your courier account and the specified customer, and it becomes available for processing or manifesting.
  • If rejected, you will be notified, and the package remains in the “Unknown” pool.