How to Submit a Carrier Claim via Slack

Overview

All carrier claims are submitted through Slack using the /claim command. No login required, to submit just type the command in your slack channel, fill in the details, and the Mountainy team handles the rest.

Before You Start

Make sure you have the following ready before opening the /claim modal:

• The order link or order ID from ShipForUs or ShipHero. See [How to Find Your Order URL in ShipForUs and ShipHero] for step-by-step instructions.

• The carrier for the shipment (UPS, FedEx Ground Economy, Amazon Shipping, UniUni, or USPS).

• The claim type (Lost in Transit, Damaged, or Misdelivery).

• Photos, if the claim is for a damaged package or a misdelivery. You will share these in the Slack thread after submitting you do not need them open before you start.

Step 1 — Type /claim in Slack

In any Mountainy Slack channel, type /claim and press Enter. The claim submission modal will open.

Step 2 — Select the Carrier and Claim Type

The modal opens with two dropdowns:

• Carrier — Select the carrier for this shipment: UPS, FedEx Ground Economy, Amazon Shipping, UniUni, or USPS.

• Claim Type — Select the type of issue: Lost in Transit, Damaged, or Misdelivery.

  

Select both before moving to the next step. The available claim types may vary depending on the carrier selected.

Step 3 — Confirm Required Documents

After selecting the carrier and claim type, the modal will display a checklist of required documents for that specific combination.

If you have all required documents ready, select "I have the documents" and continue.

If you are missing documents, for example, you are waiting on photos from the customer select "Remind Me in Slack". The bot will send you a reminder message in Slack so you can come back and complete the submission once you have everything.

Do not skip documentation. Incomplete submissions are the most common reason claims are delayed or denied. It is better to wait for the right photos than to submit and have the claim rejected.

Step 4 — Paste the Order Link and Fill in Claim Details

On the next screen, fill in the following fields:

The portal will automatically pull the tracking number, carrier, and invoice data from the order link. You do not need to enter those separately.

Order link formats that work: - https://shipsfor.us/dashboard/orders/details/?id=806673787 - https://app.shiphero.com/dashboard/orders/details/786161291 - Just the numeric ID: 806673787

Click Submit when all fields are filled in.

For more instructions on how to find your order URL see this article:
📄 How to Find Your Order URL in ShipForUs and ShipHero

Step 5 — Share Photos in the Thread

After submitting, the Mountainy bot will post a confirmation message in Slack and open a thread. If your claim requires photos (damaged or misdelivery claims), share them directly in that thread.

Always use the thread. Do not share photos in a separate channel or via direct message. Files shared in the claim thread are automatically attached to the claim in the portal.

For damaged claims, share: Outer packaging — all sides of the box

Inner packaging — bubble wrap, foam, packing materials -

Damaged item(s) — each item photographed separately -

Tracking label — visible in at least one photo

For Misdelivery claims, share: A photo of the customer's front door or normal delivery location

For lost in transit claims, no photos are needed.

What Happens Next

Once the claim is submitted and any required photos are shared in the thread, Mountainy's team takes over. You do not need to follow up. The team will review the claim within 1–3 business days and update the thread when the claim has been filed with the carrier.

You can check the status of any claim at any time by asking in Slack (include the order number) or by logging in to the claims portal at claims.mountainy.com.

Quick Reference

Questions? Message the Mountainy team in Slack.