Missing carrier email

A recovery claim is an email to the carrier's customer service team. Forensik never sends it for you, but it does address it, so it needs to know where that carrier takes invoice queries. Until a carrier has a customer service email, Forensik will not draft or lodge a claim for its invoices.

Add the carrier email

Add the customer service email for (carriers) before drafting a claim. Forensik needs to know where the carrier takes invoice queries.

You may also see "Add the customer service email for (carrier) before lodging the claim" on the claim page, or the prompt Add each carrier's customer service email on the Recoveries Issues tab.

Cause. One or more carriers on the invoices you are claiming have no customer service email saved. New carriers are asked for one when they are added, but carriers added before Recoveries existed may have none. The claim email is addressed from this contact, so a draft for that carrier is refused. When you draft several invoices at once, nothing is drafted until every carrier involved has an email.

Fix. Add the email, then select Draft claim again.

1. Go to Recoveries, Issues tab. If any active carrier is missing an email, a card at the top lists them under Add each carrier's customer service email.
2. Type the carrier's customer service or invoice queries address next to its name and select Save.
3. The card disappears once every carrier has one.

You need the Master Admin or Editor role to save it. Users see "Ask an admin or editor to add it."

When you add a new carrier on Carriers and rates with Add a carrier, the Customer service email field is required, and you can also add an Accounts email and Your account number. The account number, if given, is quoted in the claim email.

Use the address the carrier lists for invoice disputes or billing queries, not a general sales or tracking address. If you are not sure, check a recent invoice or your carrier agreement.

When to contact support. If the carrier is not listed on the Issues tab but drafting still asks for its email, or you need to change an email you already saved, contact support with the carrier's name.