×ShipBob # How 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. Prox & ShipBob interview series - YouTube Tap to unmute [Prox & ShipBob interview series](https://www.youtube.com/watch?v=7GbzRo7iij0) [Prox](https://www.youtube.com/channel/UCcdL1Jev6LhE9ZAQ28FwiLA) Prox13 subscribers 160,000+ ANNUALIZED CLAIMS 15,000 hrs ELIMINATED ANNUALLY 5 weeks TIME-TO-PRODUCTION 95% ZERO-TOUCH RATE ## The 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: - 30+ carriers — UPS, FedEx, USPS, OnTrac, Amazon Shipping, regional carriers - Different submission methods — Web portal, email, or both per carrier - Unique requirements per carrier — Invoice attachments, proof of delivery, specific forms - Wildly different response times — Some respond in days, others take 3 months - No standardized notifications — Web portal updates, email, or radio silence 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 **Automated** Agents 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 **Automated** Agents 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-loop** When 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-on** Each 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. > **Testimonial** > 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. ### Before 4 min per claim context ### After 1 sec per claim context We separated the technical work into two sequential parts: 1. Integrating with ShipBob's software stack - Salesforce, Microsoft Graph API, AfterShip, ShipBob WMS, and more 2. Building agents that use these tools - 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 ## See what Prox can do for your team [Schedule a Meeting](https://cal.com/team/prox/customer-discovery-interview)