If you have Route Protect, the Claims tab is the hub for claims that have been reported to Route. In this tab, you can see an overview of the current statuses of a claim within the filing process as well as claims metrics for orders within a set time frame.
When in the Claims tab, you will see three sub-tabs at the top of the page: Claims, Resolve Insights, and Claims Webhooks.
In the Claims sub-tab, you’ll find navigation tools such as a search bar, date range, and an overview of the claims that were filed within the given timeframe.
Clicking on a claim after searching will allow you to look at a high-level overview of what products were filed for, claim type, claim status, customer notes about the claim, etc.
This tab provides an overview of different metrics as they pertain to the issues that have been filed for orders. Specifically, you can see an overview of the different statuses of claims at the current time, the highest issue rates by courier, location, and type of claim.
Pro Tip
In the top right corner of the screen, you have the ability to manipulate the timeline of these metrics by either 30 days, 90 days, or 1 year. Please note that there may be up to a 24-hour delay in the data shown.
The Claims Webhooks tab allows you to receive real-time status updates on your customers’ claims. By setting up webhooks, your system can be automatically notified whenever a claim is created, updated, or resolved—helping you stay in sync without manual checks.
There are three webhook events available for configuration:
1. Claim Created Webhook
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Triggered when a new claim is submitted by a customer.
2. Claim Updated Webhook
- Triggered when an existing claim is updated (e.g., a status change).
3. Claim Solved Webhook
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Triggered when a claim is marked as solved or resolved.
*Note: All webhook statuses are set to INACTIVE by default. You’ll need to edit and activate them by providing a valid Target URL.
To configure a webhook:
1. Click the Edit button next to the webhook you’d like to set up.
2. Enter the Target URL where you’d like to receive the event data.
3. Save your changes and activate the webhook.
To secure your webhook communication, you must generate a Bearer Token:
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Scroll to the Credentials - Bearer Token section.
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Click Generate New Bearer Token.
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Use this token to authorize requests on your receiving endpoint.
*Keep your token secure. If compromised, you should revoke it and generate a new one immediately.
Technical Contact
You can also specify a Technical Contact to ensure that important notifications or troubleshooting requests are directed to the appropriate person on your team.