Evidence matters
Tracking details, photos, invoice context, and the shipment timeline help a review move faster.
Claims and Refunds
Start with the shipment facts before asking for a review
This page explains what RocBest usually needs when a parcel is damaged, delayed, routed incorrectly, or billed in a way that appears inconsistent with the shipment profile.
Different issues need different inputs
Damage, delay, misroute, and billing review are not the same request type.
A review is not automatic approval
The team still needs to validate what happened and whether the issue fits the request type.
Damage
What helps when a parcel arrives damaged
Photos of the parcel and contents
Visible evidence of packaging condition and item damage is usually necessary.
Delivery timing
The shipment timeline helps determine where the issue likely occurred.
Order or value context
Declared value and item details are often needed during review.
Billing
What helps when the charge looks wrong
Original shipment inputs
Weight, dimensions, route, and declared details need to be compared with the final billing result.
Courier adjustments
Sometimes the carrier re-rates based on measured dimensions or zone rules.
Clear invoice reference
The request moves faster when the account team can match the exact charge in question.
Exceptions
What to do for delays and routing exceptions
Use tracking first
Tracking history usually provides the first useful signal for where the delay or misroute occurred.
Separate delay from loss
A delayed parcel is reviewed differently from a parcel that appears missing.
Explain the business impact
If the shipment was time-sensitive, note that clearly in the support request.
FAQ
Questions customers usually ask first
Can I file a claim without evidence?
Usually no. The more concrete shipment evidence you provide, the easier it is to review what happened.
Is every billing difference refundable?
Not automatically. Some billing differences come from valid remeasurement or service-rule changes.
Should I contact support before the tracking updates settle?
If the issue is urgent, yes, but the tracking history is still one of the most important inputs for review.