Carrier Disputes – Carrier claims tracking

What happens when a customer says the parcel never arrived?

You open the dispute from the order: reference, carrier, tracking number and parcel value are already filled in, you pick the type (delivered not received, lost in transit, damaged, other) and it is saved with the date and your name. The dispute starts as "waiting for customer", giving the parcel a chance to show up, then moves to "claim opened" when you file the claim with the carrier. Every change is timestamped: you always know who did what, and when.

Refunding the customer and claiming from the carrier are two separate matters, and the module keeps them apart: on one side what you owe the customer, on the other what the carrier owes you. You no longer have to wait for one to settle the other.

How do I stop forgetting to chase the carrier?

A claim nobody chases is a claim nobody pays. You set a reminder delay (15 days by default); past it without an answer, the dispute is flagged "to follow up", moves to the top of the list, shows as a counter in the menu and is emailed to you every morning with all overdue cases. When you follow up, the "I chased the carrier" button records the date and postpones the next reminder.

What do lost and damaged parcels really cost you?

On each dispute you record the parcel value, the reshipping cost, the compensated amount and the carrier's case number. The dashboard adds it all up: amount at stake, compensated, lost and recovery rate for the current month, the last 30 days, the year or the full history. The list exports to CSV for your accountant or to renegotiate with a carrier, figures in hand.

Which carriers and delivery methods?

Every carrier configured in your shop, home delivery, pickup point or locker: Colissimo, Chronopost, Mondial Relay, DPD, GLS, UPS, DHL, FedEx, Royal Mail, PostNL or an in-house carrier. The module connects to no API: the claim is filed as today on the carrier's business portal, and you copy the case number into the dispute to follow everything in one place.

How do I install it, and on which PrestaShop version?

PrestaShop 8.2, 9.0 and 9.1. You download the zip right after payment, install it from Modules › Module Manager, set the reminder delay and the email that receives the daily summary. Ready in minutes, no server access, nothing changes in your theme: the module only exists in the back office, customers see nothing. One licence covers one shop; 3-shop and agency (unlimited shops) licences are available above. Updates included for 12 months, email support within 48 working hours.

Frequently asked questions

Does the module file the claim with the carrier for me?

No. The claim is filed on the carrier's business portal, as today. The module then tracks every case, reminds you to follow up and records what was claimed, compensated or lost.

Does it write to my customers?

No. You keep answering customers with your usual tools; the module gives you the history and status of the case so you answer quickly and accurately.

I run several shops: is that supported?

Yes. In multistore, each dispute is attached to the order's shop and settings can differ per shop. The agency licence covers an unlimited number of shops.

What happens after 12 months?

The module keeps working. Only updates and support stop; you can extend them.

I already use a customer service or returns module: is it compatible?

Yes. Carrier Disputes replaces neither PrestaShop's customer service nor its returns; it adds a dedicated carrier disputes tab next to them.

How does the daily email reminder work?

Through a scheduled task at your host that calls, once a day, the address shown on the module's configuration page. It is explained step by step in the documentation; if you get stuck, write to us with your host's name.

Changelog

1.0.0 · September 2026 — First release: opening from the order, statuses and history, reminders with daily summary, financial tracking, CSV export. Tested on PrestaShop 8.2 and 9.1.