Carrier replies and credits

Once a claim is lodged, the carrier will reply by email and, if it agrees, issue a credit note. Forensik keeps the reply on the claim and counts money as recovered only when that credit note is imported.

Add a carrier reply

On the claim page select Add carrier reply. You can add a reply to a claim that is Lodged, Carrier replied, Credit promised or Credited in part.

1. Paste the email text into The carrier's reply. If AI is available for your organisation, Read it with AI suggests the outcome and amounts; check every field before saving.
2. Optionally fill in From, Received on and Attachments (up to 5 files, 5 MB each; PDF, PNG, JPG, GIF, TXT, EML, MSG, CSV, XLSX, XLS or DOCX).
3. Choose the Outcome:

• Agreed in full: the claim moves to Credit promised, for the full amount unless you enter a smaller Credit promised.
• Agreed in part: enter the Amount agreed, ex GST, which must be less than the amount claimed. The claim moves to Credit promised.
• Rejected: choose why: Weight disputed, Zone disputed, A term of the contract, Outside the claim window, Not enough evidence or Other. The claim moves to Rejected.
• Needs more information or No decision yet: the claim moves to Carrier replied.

1. Add a Promised by date and a Credit note number if the carrier gave them, then select Save reply.

Replies are kept as they were saved and cannot be edited.

Claim statuses

• Draft: drafted, not yet sent.
• Lodged: you sent it and marked it lodged.
• Carrier replied: the carrier answered without a decision.
• Credit promised: the carrier agreed, in full or in part.
• Credited in full: imported credits cover every line.
• Credited in part: some credit has been imported.
• Rejected: the carrier said no.
• Closed: finished.
• Withdrawn: you withdrew it.

You can also move a claim yourself with Update the status, where the change is allowed. Credited in full, Credited in part and Rejected can only move on to Closed (Credited in part can also become Credited in full). Closed and Withdrawn are final.

A promise is not money

A credit the carrier promises is shown on the claim as promised, not counted until credited. Nothing counts as recovered until you import the carrier's credit note on the Carrier invoices page, the same way you import an invoice. See import carrier invoices.

When the credit note is imported and audited, each credit line for a claimed connote is linked to the claim line: the line it names as its original, or otherwise the earliest claim line on that consignment. Only credits imported after the claim was lodged count, and a line is never credited more than it claimed. The claim then moves to Credited in full or Credited in part, and the Recovered tab updates.

Overdue credits

If a promised credit has not appeared on an imported credit note 30 days after the promise, the claim says so and the Claims tab flags it as Credit not seen. Chase the carrier, or check that you imported the credit note against the right carrier.

Repeated rejections

If a carrier rejects the same cause on three or more claim lines, the Claims tab suggests reviewing the rule or your tolerance for that cause before claiming it again.