Claims
One place to start, track, and understand a claim.
If you have already submitted a claim, use the tracker for the latest recorded status. If you have not submitted one yet, report the delivery issue with the order and shipment details needed for review.
Already have a claim reference?
Use the tracker instead of asking for a manual status update. It can display the latest stored review stage, decision, requested information, and disbursement details when those fields are available on the claim.
Need to report a delivery issue?
The claim form collects contact, order, shipment, and issue information in a structured flow so the review starts with a complete record rather than a long email thread.
Before you submit
Prepare the useful details once.
A complete first submission is easier to review and reduces follow-up. You do not need to provide sensitive account credentials or payment-card details.
- Order number and retailer or seller
- Purchase date, item description, and order value
- Tracking number and shipping carrier, when available
- Expected delivery date and the most recent tracking event
- A short description of what happened
- Whether the retailer, carrier, or another party has already refunded, replaced, or paid for the order
- Supporting order or shipment documents if Wayco asks for them
Claim journey
Know what each status actually means.
The tracker is designed around the claim record itself, so the customer sees progress and outcomes rather than a generic “we are working on it” message.
01
Claim received
The claim is recorded against a reference and the submitted order details are attached to it.
02
Review
The available order, shipment, retailer, and protection information is checked. More information is requested only when needed.
03
Decision
The claim record is updated with an approval or denial and, when available, the reason for the decision.
04
Resolution
Approved claims can show the approved amount, payment status, disbursement method, and expected date in the tracker.
Latest review stage
See whether the claim is received, in review, waiting for information, approved, paid, or denied.
Decision details
See the recorded decision date and the decision reason when that information is available.
Payment progress
Approved claims can show the approved amount, payment method, processing status, and expected disbursement date.