×ShipBobHow ShipBob Automated 160,000 Carrier Claims with Prox
From manual claim filing to AI agents that own every claim end-to-end — with proactive merchant support built in.
160,000+
ANNUALIZED CLAIMS15,000 hrs
ELIMINATED ANNUALLY5 weeks
TIME-TO-PRODUCTION95%
ZERO-TOUCH RATEThe Problem at ShipBob’s Scale
ShipBob ships tens of millions of packages per quarter. At that scale, thousands go missing every month. Each lost package means a carrier claim — filed and tracked to resolution. This became a massive operational bottleneck:
The biggest problem was claims falling through the cracks. Some never got filed. Others got lost in email threads. ShipBob had already refunded merchants, but without successful claims, they couldn't recover that money from carriers. The company was actively losing money.
Agents That Own Claims End-to-End
We built claim processing agents that handle the entire workflow. Each agent owns one claim and keeps working until it gets resolved. No claims fall through the cracks, and ShipBob gets every penny back.
Invoice Processing
AutomatedAgents parse invoices and calculate exact claim amounts — subtracting shipping costs, sales tax, and discounts. What took several minutes per claim now happens instantly.
Carrier Submission
AutomatedAgents file claims directly through carrier web portals or email, following each carrier's specific requirements. Complete recordings of every submission.
Edge Case Handling
Human-in-loopWhen invoices are incomplete or claims need human review, agents flag the case in Salesforce. Agents handle the majority — humans only step in for exceptions.
Proactive Monitoring
Always-onEach agent owns its claim until resolution. If a carrier doesn't respond within expected timeframes, the agent follows up automatically. Nothing gets stuck.
The lifecycle of an agent is simple: get this claim resolved and make sure ShipBob gets its money back.
Before Prox, claims were this constant background anxiety. We knew we were leaving money on the table — claims not filed, emails getting lost and no one follows up with carriers.
Now — Prox agents just handle it end to end. They don't miss anything, and we actually get our money back while having complete visibility on all the claims.
Dhruv Saxena
CEO, ShipBob
Getting to Production in 5 Weeks
We started by shadowing the team manually filing claims. We discovered that context aggregation — gathering claim details like amounts, addresses, and invoice data — took employees the longest.
4 min
per claim context
1 sec
per claim context
We separated the technical work into two sequential parts:
Salesforce, Microsoft Graph API, AfterShip, ShipBob WMS, and more
Turning ShipBob's SOPs into agentic workflows
The first part completed quickly thanks to our internal platform tailored for 3PL software integrations — reusing workflow and integration templates. Once the tools were connected, the second part was straightforward.
What’s Next
After claims, we expanded into proactive merchant support — agents that handle thousands of inbound merchant questions end-to-end across order status, inventory, returns, and more. They analyze each ticket, draft responses in ShipBob's brand voice, and only escalate to humans for edge cases.
Next up is damage claims — agents analyzing photos of damaged goods alongside invoices to calculate partial claim amounts — plus full back-office automation:
WRO Management
Warehouse receiving order automation
Billing Reconciliation
Automated invoice matching & disputes
Merchant Onboarding
Guided setup & integration flows