---
title: "Lost and Damage Claims – B2B"
slug: "lost-and-damage-claims-b2b-1"
updated: 2026-09-15T06:36:17Z
published: 2026-09-15T06:36:17Z
canonical: "help.delhivery.com/lost-and-damage-claims-b2b-1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.delhivery.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Lost and Damage Claims – B2B

### **In this article, you will learn:**

- [Overview](/home/docs/lost-and-damage-claims-b2b-1#overview)
- [Before raising a claim](/home/docs/lost-and-damage-claims-b2b-1#before-raising-a-claim)
- [How to submit a new claim](/home/docs/lost-and-damage-claims-b2b-1#how-to-submit-a-new-claim)
- [Supporting files to be submitted](/home/docs/lost-and-damage-claims-b2b-1#supporting-file-requirements)
- [Claim lifecycle](/home/docs/lost-and-damage-claims-b2b-1#claim-lifecycle)
- [Follow-up and additional information](/home/docs/lost-and-damage-claims-b2b-1#followup-and-additional-information)
- [FAQs](/home/docs/lost-and-damage-claims-b2b-1#faqs)
- [Bulk Claim Creation via Email](/home/docs/lost-and-damage-claims-b2b-1#bulk-claim-creation-via-email1)

## Overview

The **Lost and Damage (L&D) Claims** module on **Delhivery One** allows B2B clients to raise and track claims for shipments that are lost, damaged, or have missing/short contents.

For B2B shipments, claims are raised against the **LR (Lorry Receipt)** and are handled at the lot level.

This comprehensive guide will walk you through the end-to-end process of raising and tracking B2B claims on Delhivery One.

**You can raise a claim if your shipment is/has:**

- Lost in transit
- Boxes missing
- Contents short or missing
- Box damaged
- Contents damaged
- A combination of damage and missing/short shipment

**Note:** The claim types available to you depend on the current status of the shipment.

## Before raising a claim

Before raising a claim, make sure that **all shipments associated with the LR have reached a terminal state**.

The shipments under the LR must be in one of the following states:

- **Delivered**
- **RTO**
- **Marked Lost**

Claim creation is allowed only once the shipments associated with the LR have reached a terminal state.

### What if the shipment is delayed?

If one or more shipments associated with the LR are still in transit or are delayed, you will not be able to create a Lost & Damage claim yet.

For delayed or non-terminal shipments, raise a support ticket from the **Need help?** section.

Use the following category and subcategory:

**Category:** Issue with delivered/returned shipment (damage, missing, wrong, partial, etc.)

**Subcategory:** Partial / Short shipment delivered

Once the shipment reaches a terminal state such as **Delivered, RTO, or Marked Lost**, you can raise the applicable claim from the Lost & Damage Claims section.

## How to submit a new claim

**On Delhivery One: Navigate to Main Menu > Dispute > Lost & Damage Claims.**

This section allows you to:

- Raise a new claim
- Track all your claims
- Follow up or respond to an existing claim
- View your claim details and settlement information

![](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/image-1789024751354.png)

To raise a new claim, click **New Claim**.![](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/image-1789024794710.png)

## Step 1: Enter the LR Number

Enter the **LR number** associated with the shipment for which you want to raise a claim.

Once the LR is selected, the system fetches the shipment details, including:

- LR number
- Total number of boxes in the lot
- Shipment value
- Shipment status
- Last shipment update
- Applicable liability/coverage information

> **Important:** All shipments associated with the LR must be in a terminal state: **Delivered, RTO, or Marked Lost**. If the shipment is delayed or still in transit, raise a support ticket instead of creating a claim.

If the LR is not eligible for claim creation, the system will display an appropriate message.

![Claim creation - B2B.gif](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/Claim%20creation%20-%20B2B.gif)![Claim creation - B2B (1).gif](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/Claim%20creation%20-%20B2B%20(1).gif)

### Step 2: Select the claim type

Based on the shipment status and available shipment information, you can select the applicable claim type.

#### Damage

- **Box damaged**
- **Contents damaged**

#### Quantity

- **Boxes missing**
- **Contents short or missing**

You can select one option from each group where applicable. This allows you to raise combined claims such as:

- **Box damaged & boxes missing**
- **Contents damaged & contents short**

For a shipment that has been **marked Lost**, the claim type is automatically set to:

- **Entire shipment missing**

This claim type cannot be changed.

### Step 3: Enter the affected quantity

Depending on the claim type selected, you may need to enter the number of affected boxes or contents.

For box-level claims:

- Enter the number of affected boxes.
- The count must be at least 1.
- The count cannot exceed the applicable number of boxes in the lot.

For content-level claims:

- Enter the number of affected contents/items.
- The count must be greater than 0.

For **Entire shipment missing**, the affected box count is automatically populated based on the lot size.

### Step 4: Enter the claim amount

Enter the amount you are claiming.

The claim amount:

- Must be greater than ₹0.
- Cannot exceed the total value of the lot/shipment.
- For **Entire shipment missing**, the claim amount is automatically populated with the total lot value and cannot be changed.

The applicable liability and settlement values are calculated based on the shipment's liability/coverage terms. Step 5: Review liability and settlement details

The liability section shows the applicable coverage and settlement information for the claim.

Depending on the shipment's liability terms, the settlement may include:

- **CN**
- **COF**
- **CN + COF**
- No settlement under the applicable liability terms

you already know that WhatsApp, they ignore The available CN and COF amounts are displayed based on the applicable liability calculation.

For COF, the amount is pre-filled based on the claim amount. You can reduce the COF amount if required, but it cannot exceed the claim amount.

### Step 6: Upload supporting documents

Upload the documents required to support your claim.

The documents required may vary depending on the claim type, claim amount and shipment information.

#### GST Invoice / Delivery Challan

GST Invoice or Delivery Challan may be required when the claim amount is higher than the applicable average value per box and the claim qualifies for CN settlement.

For **Entire shipment missing** claims, GST evidence is required as applicable.

If the GST document was already uploaded at the time of shipment manifestation for eligible clients, the GST section may show **GST on file** and you will not need to upload it again.

#### Unboxing evidence

Unboxing evidence may be mandatory depending on the claim type selected by the client. For this, the applicable claim type is **damaged** or **Contents short or missing**.

You can upload:

- Photos
- Videos

A video with a clear view of the product and LR can help in faster review.

#### Packing List / Purchase Manifest

Packing or purchase documents are optional but recommended, especially for:

- Boxes missing
- Entire shipment missing

These documents can help validate the contents and value of the shipment.

### Supporting file requirements

| File type | Maximum size |
| --- | --- |
| JPG | 5 MB |
| PNG | 5 MB |
| PDF | 5 MB |
| Video / MP4 | 100 MB |

If a video exceeds the supported upload size, an external video link may be provided where supported.

## Submit the claim

Once all mandatory information and supporting documents have been added:

1. Review the LR and claim details.
2. Check the claim type and affected quantity.
3. Review the claim amount and settlement details.
4. Ensure all mandatory documents have been uploaded.
5. Click **Submit Claim**.

A claim is created against the LR and can then be tracked from the **Lost & Damage Claims** section.

## Claim lifecycle

Once a claim is submitted, you can track its progress from the claims listing page.

- **Under review**
  - The claim has been submitted and is currently being reviewed.
- **Response Needed**
  - Additional information or supporting documents are required from you.
  - You need to respond within the specified response window.
- **Approved**
  - The claim has been approved and is being processed for settlement.
- **Settled**
  - The claim has been settled and the applicable **CN and/or COF** has been issued.
  - You can view or download the settlement documents from the claim listing page.
- **Rejected**
  - The claim has been rejected.
  - You can dispute the rejection within the applicable dispute window by providing additional supporting information or evidence.
- **Claim Closed**
  - The claim has been closed and no further action is available.

## Follow-up and additional information

- **Follow up on a claim under review**
  - If your claim is under review and you need an update, you can use the **Follow Up** option within the applicable follow-up window.
- **Respond to a Response Needed claim**
  - If the claim is in **Response Needed** status, provide the requested information or supporting documents within **5 business days**.
  - A countdown may be displayed against the claim.
  - If no response is provided within the specified window, the claim may be closed.
- **Dispute an approved or settled claim**
  - If you have an issue with the settlement, you can raise a dispute within **5 business days** of the applicable status update.
  - After the dispute window expires, only the settlement documents can be viewed and downloaded
- **Dispute a rejected claim**
  - If your claim is rejected and you do not agree with the decision, you can dispute it within **5 business days**.
  - Supporting evidence is required when disputing a rejected claim. A text-only response is not sufficient.

![](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/image-1789038088487.png)

## FAQs

### 1. What information do I need to raise a B2B claim?

You need:

- LR number
- Claim type
- Number of affected boxes or contents, as applicable
- Claim amount
- Required supporting documents

Additional documents may be required depending on the claim type and claim amount.

### 2. Can I raise a claim if some shipments under the LR are still in transit?

No.

**All shipments associated with the LR must reach a terminal state before a claim can be created.** The applicable terminal states are:

- Delivered
- RTO
- Marked Lost

If the shipment is still in transit or delayed, raise a support ticket from the **Need help?** section.

Use:

**Category:** Issue with delivered/returned shipment (damage, missing, wrong, partial, etc.) **Subcategory:** Partial / Short shipment delivered

Once the shipments associated with the LR reach a terminal state, you can raise the applicable claim.

### 3. Can I raise a claim for an LR that has been marked Lost?

Yes.

For an LR marked Lost, the claim type is automatically set to **Entire shipment missing**.

The affected box count and claim amount are automatically populated based on the lot details.

### 4. What claim types are available for B2B?

You can raise claims for:

- Box damaged
- Contents damaged
- Boxes missing
- Contents short or missing
- Box damaged & boxes missing
- Contents damaged & contents short
- Entire shipment missing

**Entire shipment missing** is applicable when the entire shipment has been marked Lost.

### 5. Can I select more than one claim type?

Yes, where applicable.

You can select one claim type from the **Damage** group and one from the **Quantity** group.

For example:

- Box damaged + Boxes missing
- Contents damaged + Contents short

### 6. What is the claim window for B2B claims?

The claim window depends on the claim type:

| Claim type | Claim window |
| --- | --- |
| Damaged | 5 days |
| Box Short | 5 days |
| Content Short | 5 days |
| Short and Damaged | 5 days |
| Missing | 5 days |

The claim window is checked based on the shipment's applicable delivery/status timeline.

### 7. What happens if the claim window has expired?

If the applicable claim window has expired, the claim cannot be raised.

The system will show a message indicating that the claim window has closed.

### 8. When is GST Invoice / Delivery Challan mandatory?

GST evidence may be mandatory when the claim amount exceeds the applicable average value per box and the claim qualifies for CN settlement.

For **Entire shipment missing**, GST evidence is required as applicable.

If GST was already uploaded at manifestation for eligible clients, you may see **GST on file** instead of being asked to upload the document again.

### 9. Is unboxing evidence mandatory?

Unboxing evidence is mandatory for damage or short/missing claims when **no operations exception/NSL is recorded for the shipment**.

You can upload a photo or video as evidence.

### 10. What documents can I upload?

You can upload:

- GST Invoice / Delivery Challan
- Unboxing photos or videos
- Packing List
- Purchase manifest
- Other relevant supporting documents

### 11. What are the file size limits?

- JPG: up to 5 MB
- PNG: up to 5 MB
- PDF: up to 5 MB
- Video / MP4: up to 100 MB

### 12. Can I raise another claim for the same LR?

An open or already accepted claim for the same LR can prevent a new claim from being raised.

If a previous claim was rejected, you may be able to raise a claim under a different applicable dispute type.

### 13. What happens if a claim of the same type was already rejected?

You cannot raise the same rejected dispute type again.

If applicable, select a different dispute type.

### 14. What is CN and COF?

**CN (Credit Note)** and **COF (Certificate of Fact)** are settlement components that may be applicable based on the shipment's liability terms.

The applicable amounts are shown during claim creation and after settlement.

### 15. Can I change the COF amount?

Yes.

The COF amount is pre-filled based on the claim amount. You can reduce it, but it cannot exceed the .

### 16. Why is my claim amount limited?

The claim amount cannot exceed the total value of the lot/shipment.

The applicable settlement amount may also be limited by the liability terms for the shipment.

### 17. What happens after I submit the claim?

The claim goes into **Under review** status.

You can track the claim from the Lost & Damage Claims section. If additional information is required, the status may change to **Response Needed**.

### 18. How long do I have to respond if more information is requested?

You generally have **5 business days** to respond to a Response Needed claim.

The applicable response deadline is displayed against the claim.

### 19. Can I follow up on a claim?

Yes.

For claims in **Under review**, you can use the Follow Up option.

### 20. What happens after a claim is approved?

Once approved, the claim moves through the settlement process.

After settlement, the applicable **CN and/or COF** details are made available against the claim, and you can view or download the settlement documents.

## Bulk Claim Creation via Email

If you have multiple claims to raise, you can use the **bulk claim creation** process instead of raising each claim individually on Delhivery One.

### How to raise bulk claims

1. Download the **B2B bulk claim template**.
2. Fill in the required details for each claim.
3. Add the supporting evidence.
4. Send the completed template to the applicable B2B claims email ID.

[](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/B2B Bulk Claim Creation Template.csv)B2B Bulk Claim Creation Template105 Byte[](https://cdn.document360.io/99cfd8a0-cd1b-4550-bd86-3e4e610f163b/Images/Documentation/B2B Bulk Claim Creation Template.csv)

### Details required in the template

- **LRN**: LR number
- **Dispute type**: Missing, Content Short, Box Short, Short and Damaged, or Damaged
- **Claim amount**: Should not exceed the declared product value
- **Claimed box count**: Number of affected boxes from the lot
- **Evidence**: Google Drive or Dropbox link to the supporting evidence
- **Client remarks**: Any additional information, if required

### Where to send the completed template

Use the email ID applicable to your client type:

- [claims.dep@delhivery.com](mailto:claims.dep@delhivery.com)
- [Shipmentrecon_B2B@delhivery.com](mailto:Shipmentrecon_B2B@delhivery.com)
- [Shipmentrecon_Co-Loader@delhivery.com](mailto:Shipmentrecon_Co-Loader@delhivery.com)
- [Shipmentrecon_Retail@delhivery.com](mailto:Shipmentrecon_Retail@delhivery.com)

### Important

- Evidence is **mandatory** for bulk claims.
- Evidence files up to **100 MB** can be uploaded directly. For files above 100 MB, provide a Google Drive or Dropbox link.
- Make sure the shared evidence link is accessible to the Delhivery team.
- For a smaller number of claims, you can raise them directly from **Delhivery One → Disputes → Lost & Damages Claims**.