Sendcloud launches Support Automation to reduce support costs and automate courier claims

New feature boosts support teams’ efficiency by automating courier claims 

London, 12 May 2025 – Delivery issues remain a key challenge in e-commerce, with Sendcloud data showing 5.8% of parcels encountering delays or problems. This translates to over a billion delivery issues across Europe every year. As support teams handle rising “Where is my order?” enquiries, Sendcloud today announces the launch of Support Automation, a solution to automate courier claims and reduce support costs. 

With rising support costs and higher customer expectations, 29% of shoppers would abandon a store over poor shipping support. Delivery-related overheads are also climbing, with 39% of e-commerce retailers reporting double-digit increases last year, which includes staff time, courier fees, and the cost of lost or damaged goods.

Why Support Automation?

Behind the scenes, support teams are stretched thin and still rely on outdated, manual systems to manage repetitive tasks, chase courier updates, and handle scattered communications. Sendcloud’s Support Automation steps in as the first tool of its kind - a shipping platform with claims management - to centralise parcel data, courier replies, and refund tracking. 

“We speak to customers every day, and see the most advanced spreadsheets just to keep track of courier claims. It's impressive, but not scalable. We thought: there must be a better way.” - Tom Scholtze, Product Manager at Sendcloud

How does Support Automation work?

Instead of switching between inboxes, ticketing systems, and courier portals, Support Automation brings everything into one place. This makes it easy to monitor, manage, and automate delivery issues so you never miss a refund.

The automated back-and-forth results in faster issue resolutions. Instead of manually responding to emails, this new solution reads emails, anticipates the outcome, and takes action where needed, even sending reminders to couriers. In some cases, it goes so far as to resolve the claim completely.

It gives merchants exactly what they’ve been missing: a clear overview of every claim and outcome. With claims handled 8x faster and a 3x faster first response time, Sendcloud dramatically improves the efficiency of these processes for merchants.

“Support Automation is the result of listening closely to our customers,” says Christopher Dughieri, Chief Product & Technology Officer at Sendcloud. “E-commerce support teams are overwhelmed with delivery-related questions. This tool eliminates the noise so they can focus on what matters most: helping customers. Thanks to our experience in shipping and automation, we’ve been able to build a solution that truly makes support easier and better.”

Curious to learn more? Discover Support Automation right away!

About Sendcloud

Sendcloud is Europe’s leading shipping platform that empowers e-commerce merchants to scale their shipping operations effortlessly and deliver a customer-first experience. 

Through its connected suite of tools, Sendcloud centralises and automates the entire shipping process, from label creation to branded tracking, support automation, and returns. This enables retailers, marketplaces, and fulfilment companies to stay ahead of consumer demands.

Founded in 2012, Sendcloud was born from a genuine need to create a level playing field for all e-commerce merchants. Backed by Softbank and trusted by 25,000+ companies across Europe, Sendcloud has the vision to solve shipping globally.