Finance
Marketplace claim
Refund issued, item never came back+£248.00
Reimbursement never arrived+£412.75
Claim filed. Money owed back to you.+£660.75
For multi-channel ecommerce
Multi-channel ecommerce leaks profit and loyal customers.
Shipherd recovers what marketplaces and carriers owe you, and resolves the tickets your team can't get to. Finance, logistics and support in one platform.
By submitting you agree to be contacted about your audit.
Support
Late delivery ticket
Order found, carrier checked
Delay confirmed against promised date
Answered and closed, no agent needed.6 sec
Finance
Carrier claim
Guaranteed service, delivered late+£18.40
Parcel damaged in transit+£37.20
Claim filed with the carrier.+£55.60
Support
Damage claim
Packaging photos and video verified
Shipping label matched to the order
Damage matches what was reported
Genuine claim. Safe to refund.Verified
Finance
Carrier invoice
Wrong zone applied, 41 parcels+£168.10
Fuel surcharge billed twice+£211.85
Credit requested from the carrier.+£379.95
Logistics
Carrier performance
12 deliveries missed the agreed window
Scan data attached as evidence
12 breaches ready to claim.12
Logistics
Return driver
One product driving a third of returns
Listing photo does not match the item
Fix the listing, keep the margin.31%
Your operation is complex. That complexity costs you money.
Fulfilment runs on disconnected, manual, policy-driven systems. Finding the leaks and recovering them takes time and expertise your team doesn't have. Shipherd does it for you, across three areas.
Finance
Recover what you're owed
Marketplaces and carriers owe you money for their mistakes. Most of it slips through unclaimed because nobody has time to find it, file it and chase it.
View Finance overview →Recovery ledger● Live
✓Refund issued, item never returned£248.00
✓FBA inventory lost, not credited£91.40
✓Parcelforce 24 delivered late£18.60
✓Invoice: oversize fee misapplied£63.25
Filed this week£421.25
Logistics
Hold your carriers to account
Your contracts set limits on delays, loss and damage. Performance against them is a black box. Shipherd measures every carrier and gives you the evidence to renegotiate.
View Logistics overview →Carrier scorecard● Live
1Carrier A — on-time vs contracted96.1%
2Carrier B — on-time vs contracted94.2%
3Carrier C — below agreed threshold88.7%
4Returns clustered: one listing, 31%root cause
Claimable breaches142
Customer experience
Resolve more, retain better
Shipherd pulls context from carriers, WMS, OMS and your catalogue on every ticket. Routine ones never reach a human, and damage claims arrive with verified evidence already assessed.
View Customer experience overview →Autonomous resolution
Routine and proactive tickets close in seconds. Delay alerts go out before the customer asks.
Ticket analysis
Context gathered, carrier checked, reply drafted at 92% confidence. Your agent sends.
Awaiting your review
Judgement calls go to a human, with policy checked and options laid out.
Ticket analysis
Customs holds reassigned with full evidence attached, not bounced around.
shipherd● Live
Autonomous resolution
Proactive delay alert — order overdue
- ✓Order #BL-20917 monitored, overdue by 1 day
- ✓Live carrier data pulled — Leeds depot, 7:14 PM
- ✓Delay confirmed vs promised date
- ✓Outbound email sent to customer
- ✓Ticket created and logged
Resolved in 6 secondsNo agent action required
Across all three
One customer. One signal. Every module feeding it.
Refund abuse is invisible on any single ticket and obvious across several. Every module Shipherd runs produces a legitimacy signal, and they accumulate into one profile your agents can see.
A damage claim where the captured evidence didn't hold up. A refund where the item never came back. A not-received claim where the carrier scan says delivered. Individually, each is a shrug. Together, they're a pattern.
A signal for your agents, not an automatic decision. What you do with it stays your policy.
Customer profile#48120
CXDamage evidence failed verification2×
LogisticsRefund issued, item never returned3×
FinanceNot received, tracking shows delivered1×
CXEvidence request unfulfilled2×
Claim legitimacyLow
Proof
We measured it on live accounts.
Four places money leaves a fulfilment operation, and what each one is worth. Your channel mix, carrier mix and ticket volume decide where most of yours sits.
1–3%of marketplace revenue
Finance
Marketplace reimbursements
Inventory losses, returns and marketplace errors that go unclaimed or unrecovered.
Shipherd estimate Shipherd estimate from our own operating experience, not an external study.How this was measured →
6%of carrier spend
Finance
Carrier claims
Guaranteed services that missed their window, plus loss and damage against contracted service levels.
Shipherd estimate Shipherd estimates 6% of carrier spend is recoverable as service-failure compensation. Across invoice errors and service-failure compensation, up to 12% of carrier spend is recoverable. On one Parcelforce account, 335 claimable shipments were found and filed, with 207 more already past the carrier deadline.How this was measured →
6%of carrier spend
Finance
Invoice reconciliation
Base rates, fuel surcharges, zone and dimension errors against the rate card you actually signed.
Shipherd estimate Shipherd estimate from our own operating experience and reconciliation across connected accounts, not an external study.How this was measured →
60%of the inbox
Customer experience
Support automation
Tickets resolved without an agent opening them. Handling time falls from 4–7 minutes to under 30 seconds.
Measured result 60% of total inbound ticket volume handled without an agent at one live account.How this was measured →
Find out how much your business is leaking.
Tell us your setup and we'll come back with an itemised report of what's recoverable. No cost to start.
Frequently Asked Questions
Answers to common questions from ecommerce operators evaluating cost recovery and support automation.
What does Shipherd do?
Shipherd recovers costs that leak out of ecommerce fulfilment operations and resolves customer support tickets. It works across three areas: finance (marketplace and carrier claims, invoice reconciliation), logistics (carrier performance and returns intelligence), and customer experience (ticket resolution, delay prediction, damage and fraud review).
How much Amazon revenue goes unreimbursed?
Shipherd estimates that 1–3% of marketplace revenue is lost to inventory, returns and errors, based on our own operating experience rather than an external study. One live account moved from 0.14% to 0.65% of marketplace revenue recovered in a single month, with two claim categories still to switch on.
Can you claim compensation when a guaranteed delivery is late?
Yes. Guaranteed services such as Parcelforce Express 24 carry a delivery guarantee, and the carrier owes compensation when the parcel arrives late. Most sellers never claim it because checking every parcel against each carrier's terms is manual work nobody has time for.
How accurate are carrier invoices?
Shipherd estimates invoice errors at 6% of carrier spend, based on operating experience and reconciliation across connected accounts rather than an external study.
Does Shipherd replace my helpdesk?
No. Shipherd works inside your existing helpdesk, including Zendesk and eDesk. It gathers order, tracking, warehouse, catalogue and policy context automatically on every ticket, then either resolves the ticket autonomously, hands your agent a pre-investigated draft, or routes it to the right team with the evidence attached.
Can we control what gets automated?
Yes. Shipherd classifies every ticket by intent, sentiment, priority and complexity. Low-complexity, high-confidence cases resolve autonomously; anything requiring judgement is drafted for an agent or escalated with a briefing note rather than answered automatically. You set where the line sits.
How do you verify a damage claim is genuine?
Evidence is captured by the customer at the moment the claim is raised, rather than supplied later from their camera roll. Shipherd verifies the evidence is authentic and usable, then assesses whether the damage shown supports what was reported. Claims that fail verification are flagged for your agent.
What does Shipherd cost?
There is no cost to start. Cost recovery is charged on a no-recovery-no-fee basis, so you only pay once money is returned to your account. Customer experience is charged through a platform fee plus a per-resolution fee.
How long does Shipherd take to set up?
Days, not months. Shipherd connects to your existing helpdesk, carriers and marketplace accounts rather than replacing them, so there is no migration and no implementation project.