When a customer says a parcel never arrived, or opens it to find the wrong thing inside, the chat message that decides the outcome happens before anyone files a claim. Flash Express gives sellers seven days from a signed delivery to submit one, and caps the standard payout at ฿2,000 per parcel — so what you confirm first is what makes or breaks the case.
Check the clock before you promise anything
The honest first reply to “my parcel never showed up” is never “we’ll refund you” on the spot — it’s opening the shipment to see what the courier’s own system already says, because that status decides how much time is actually left. A seller who promises a refund before checking the claim window can end up covering a loss the courier would have paid for. Worth writing down for the team: nobody confirms a claim outcome until someone has checked the tracking status, not just the customer’s account of it.
What Flash Express actually promises you
Flash Express’s own compensation page is specific about the window: a claim for a parcel that’s already been signed for must go in “ภายใน 7 วัน” — within seven days of that signature (Flash Express: apply for compensation). Miss it, and the courier can decline the case regardless of what the photos show.
The payout is capped too. Flash Express’s own carriage agreement limits standard liability to “ไม่เกิน 2,000 บาทต่อ 1 ใบนำส่งพัสดุ” — no more than ฿2,000 per parcel — and that figure excludes the shipping fee itself (Flash Express: company agreement). The optional Flash Care add-on raises the ceiling for parcels in its covered categories, but only if the sender bought it before the parcel shipped; there’s no adding it once a claim is already open. Other couriers set their own windows and caps, so check the terms for whichever one actually carried the parcel before you promise a customer anything.
What to collect before you escalate
Get three things into the conversation before anyone opens a claim:
- The tracking status, screenshotted. If the courier’s app shows “signed” or “delivered,” that date is what the seven-day clock runs from — not the date the customer messages you.
- Photos for a damaged item, box included. A photo of just the product rarely tells the courier whether the box itself was crushed in transit.
- Who else could have received it. A parcel marked “delivered” is sometimes sitting with a guard, a neighbour or a family member who hasn’t handed it over yet.
As a recommended default going forward, ask customers to film an unboxing video for higher-value items. It costs nothing and helps if a dispute starts later — though it won’t help a claim already in progress today.
Set up in 1CS
Build the routing in before the next “my parcel never arrived” message arrives. Open the AI Agent page and go to Escalation Rules, then add a rule written as the customer’s own words — “พัสดุหาย,” “ของไม่มา,” “แกะแล้วเสียหาย” — rather than a broad “complaint” category, since specific phrases are what the AI actually matches on. Pick a strategy that fits the team: a specific agent, round robin, or unassigned for a supervisor to pick up. That one rule moves a claim-worthy message to a person automatically, instead of relying on an AI agent to flag it correctly every time. This lives inside 1CS’s AI Agent escalation controls; the Thai help center walks through the same screen in Escalation Rules.
The message to send before you file
Confirm what you have — and what you still need — before anyone opens the courier’s claim form:
Hi [customer name], sorry about order [order number]. Before we file a claim with the courier, could you send: 1) a screenshot of the tracking status, 2) a photo of the box and item if anything arrived damaged, and 3) the date you checked for it. We’ll file within the courier’s claim window once we have these, and update you here.
That template does the same job as confirming a COD order before you pack it: it gets the facts in writing before anyone acts on them. It pairs with changing a delivery address in chat as the other half of “check the courier’s own rules before you tell a customer what’s possible” — one is about what’s still editable, this one is about what’s still claimable.
