By Patrick McCurley

Claims the AI Sent for Review — Last 4 Days

By Patrick McCurley · Created Apr 27, 2026 public

Last week we taught the email AI a new trick: when it isn't sure how to handle a courier's reply, it now flags the claim for a human instead of guessing. This is the first look at what it's been flagging.

Headline: 18 claims escalated in the last four days. All DPD. The AI made a judgement call on 7 of them — and it called all 7 right. The other 11 were straightforward "courier rejected the challenge again, please look at this" handovers.

The big question for ops: none of the 18 have been actioned yet. They're sitting in the queue. A few of them are quick wins; a few will need a phone call to DPD.

The pattern (read this first)

Every single one of the 7 judgement-call escalations is the same story:

  1. Customer raises a "didn't get my parcel" or "wrong place" claim against DPD.
  2. We challenge DPD and ask for a screenshot of the customer's safe-place preferences, or the proof-of-delivery image, or the pickup-pass scan.
  3. DPD writes back with words — "GPS confirms it", "the concierge said leave it at the door", "leave-safe-place was selected", "calling card was left" — but never sends the actual document.
  4. We ask again. DPD repeats the words. Still no document.
  5. AI now stops, puts a sticker on the claim, and asks a human to take over.

This is a real DPD operational pattern, not the AI being confused. It's worth looking at as a group — there's likely a single conversation to have with DPD that resolves a chunk of these.

The actual email threads are embedded under each claim below.

The 7 the AI flagged for human judgement

1. 15500517344112J — escalated Sun 26 April, 14:30

Client: Soho House

DPD says: "safe place is enabled on the account, no specific safe-place set, signed POD shows Christopher took the parcel." We asked for the safe-place preferences screenshot twice. DPD never sent one.

AI's note: "Escalating after two challenge emails requested the safe place preferences screenshot and DPD has provided verbal confirmation only."

✅ Right call.

📧 Full email thread (15500517344112J)

2026-04-20 16:50 — Claimit → Soho@claimit.ai
Subject: Delivery Dispute Claim - Tracking number 15500517344112J

Hi there,

Please raise a delivery dispute claim for tracking number 15500517344112J.

Account Number: 261207 Tracking Number: 15500517344112J Number of parcels: 1 Cost Value: £171.00 Description of packaging: Brown Box Description of contents: x 1 Avenell Champagne Glass, Set of Four x 1 Beaumont Cocktail Shaker

Customer name and Delivery address: Christopher David Design LTD 4 Leacroft Close Staines-upon-Thames TW18 4NP Surrey United Kingdom

Many thanks Soho House Claims Team

2026-04-21 13:49 — DPD ← platinum@dpd.co.uk
Subject: Delivery Dispute Claim - Tracking number 15500517344112J

Hi Team,    Hope you're well.    Sorry for the concern and inconvenience caused.

As the proof of delivery for tracking number 15500517344112J is non?compliant, we will proceed with raising a delivery dispute claim for this consignment.

I have raised an investigation for this parcel and our depot will take 6 working days to look into this. Our driver will be interviewed for the delivery dispute, the GPS will be looked in. Our depot will do all it can to resolve this dispute and get this delivered to your customer. Once there is any update, we will share it with you.    I appreciate your patience while we look into this further for you.    Regards,  Ashna  DPD Platinum Team

2026-04-24 10:04 — DPD ← investigations@dpd.co.uk
Subject: Delivery Dispute Claim - Tracking number 15500517344112J

Hi Team,

Hope you're well.

Team, as checked, our depot has concluded this investigation as our driver has returned and resolved the dispute, please find attached the POD obtained by our driver. Please check with your customer once about the delivery.

Thanks for your cooperation and patience while we were working on your case.

Regards, Minaz DPD Investigation Team.

2026-04-24 11:43 — Claimit → soho@claimit.ai
Subject: RE: Delivery Dispute Claim - Tracking number 15500517344112J

Hi Minaz,

Regarding the closure of this claim, could you please provide the customer's safe place preferences registered for this address?

Kind regards, Claims Team

2026-04-25 13:25 — DPD ← investigations@dpd.co.uk
Subject: RE: Delivery Dispute Claim - Tracking number 15500517344112J

Hi Team,

Hope you're well.

I have checked and there is no safe place preference updated by Christopher. However, I can also see that delivery to neighbour and leaving in safe place is also enabled on your account.

Stay safe, take care.      Regards   Ritu  DPD Investigations Team

2026-04-25 13:34 — Claimit → soho@claimit.ai
Subject: RE: Delivery Dispute Claim - Tracking number 15500517344112J

Hi Ritu,

Could you please provide a screenshot of the customer's safe place preferences registered in your system for this address?

Kind regards, Claims Team

2026-04-26 14:13 — DPD ← investigations@dpd.co.uk
Subject: RE: Delivery Dispute Claim - Tracking number 15500517344112J

Hi Team      I hope you are well.      Thank you for your response.    I can confirm safe place is enabled on the account, however there is no particular safe place specified by your customer. Our driver has provided a signed POD including the image of your customer signing the POD which confirms Christopher has received his parcel.    Hope the information provided helps.      Regards,   Chantelle   DPD Investigations Team

2. 155052275604038 — escalated Sun 26 April, 14:01

Client: Frasers Group

DPD says: "the building has a concierge who told the driver to leave it at the door — we always deliver here this way." We asked for the customer's safe-place preferences twice. DPD pivoted to "we've delivered here lots of times before."

AI's note: "Escalating after two safe place preferences requests were answered verbally only."

✅ Right call. The "we always do it this way" reply is exactly the kind of deflection a human should push back on.

📧 Full email thread (155052275604038)

2026-04-21 00:30 — Claimit → Frasers@claimit.ai
Subject: Disputed Delivery Claim - Tracking number 155052275604038

Hi there,

Our customer has not received their items and is therefore disputing delivery of tracking number 155052275604038.

Account Number: 920055 Tracking Number: 155052275604038 Number of parcels: 1 Cost Value: £51.59 Description of packaging: Branded brown box Description of contents: Ted LS Rugby Polo Sn61 Navy, Ted SS Box Graph Tee Sn00 White

Customer name and Delivery address: Queensway Queen court flat 86, Queens Court, London, W2 4QR, UNITED KINGDOM

Please also confirm the recipients safe place preferences for this delivery.

Many thanks Frasers Group Claims Team

2026-04-21 11:23 — DPD ← elite@dpd.co.uk
Subject: Disputed Delivery Claim - Tracking number 155052275604038

Hi Team,

I hope you are doing well.

Thank you for getting in touch. I sincerely apologize to hear that the customer has not received their items.

Upon checking the parcel tracking number 15505227560403, it was delivered on 21/4/2026 and received by WALILI with correct GPS. The delivery also had a non-compliant POD-safe place not allowed.

I've now raised a signature dispute to investigate this further. Please allow us 6 days for the investigation. Once we receive an update, we will let you know.

If you have any further questions or concerns, please do not hesitate to contact us.

Warm regards, Van

2026-04-24 14:22 — DPD ← investigations@dpd.co.uk
Subject: Disputed Delivery Claim - Tracking number 155052275604038

Hello Team

Hope your doing well.

I can confirm that our depot team has concluded the investigation and upon reviewing the Proof of Delivery (POD) image,  Walailuck parcel was delivered to the correct Location. The building has a Concierge, they ask the drivers to leave the Parcel at the residents door. Previous deliveries were also found matching the image taken.

Thanks so much for your patience while we looked into this.

Regards,  Debbie

2026-04-24 14:30 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim - Tracking number 155052275604038

Hello,

Regarding the closure of this claim, could you please provide a screenshot of the customer's registered safe place preferences for this address?

Kind regards, Claims Team

2026-04-24 15:01 — DPD ← investigations@dpd.co.uk
Subject: RE: Disputed Delivery Claim - Tracking number 155052275604038

Hello Team

The building has a Concierge, they ask the drivers to leave the Parcel at the residents door. Previous deliveries were also found matching the image taken.

Regards Debbie

2026-04-24 15:32 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim - Tracking number 155052275604038

Hello,

Regarding the closure of this claim, could you please provide a screenshot of the customer's registered safe place preferences for this address?

Kind regards, Claims Team

2026-04-24 15:32 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim - Tracking number 155052275604038

Hello,

Regarding the closure of this claim, could you please provide a screenshot of the customer's registered safe place preferences for this address?

Kind regards, Claims Team

2026-04-26 13:30 — DPD ← investigations@dpd.co.uk
Subject: RE: Disputed Delivery Claim - Tracking number 155052275604038

Hi Team      I hope you are well.      Thank you for your response.    Our driver was informed by the building's concierge to leave Walailuck's parcel at this front door. We have also found matching proof of deliveries left outside the same front door that were not disputed by your customer.     Hope the information provided helps.      Regards,   Chantelle   DPD Investigations Team

3. 15505227565463B — escalated Sun 26 April, 08:30

Client: Frasers Group

DPD says: parcel left at the front door, customer had "leave-safe-place" selected with no specific instruction, then later "no preferences on file". We asked for the screenshot twice. None ever came.

AI's note: "Escalating after two requests for the safe place preferences screenshot were answered without an attachment."

✅ Right call. Note: DPD eventually said "no preferences on file" — which is itself the answer — but they never sent a screenshot proving it, so a human still needs to decide.

📧 Full email thread (15505227565463B)

2026-04-25 20:10 — Claimit → Frasers@claimit.ai
Subject: Disputed Delivery Claim - Tracking number 15505227565463B

Hi there,

Our customer has not received their items and is therefore disputing delivery of tracking number 15505227565463B.

Account Number: 920055 Tracking Number: 15505227565463B Number of parcels: 1 Cost Value: £114.69 Description of packaging: Branded brown box Description of contents: MMK Hamilton Tot Ld54 BRN/ACORN

Customer name and Delivery address: 83 Norman Avenue, Nuneaton, Warwickshire, CV11 5NY, UNITED KINGDOM

Please also confirm the recipients safe place preferences for this delivery.

Many thanks Frasers Group Claims Team

2026-04-26 06:27 — DPD ← elite@dpd.co.uk
Subject: Disputed Delivery Claim - Tracking number 15505227565463B

Hello Team,

I hope you have an amazing day.

Thank you for reaching out to us regarding Umer's parcel and I apologise that this has not reached them as expected.

Upon checking, this parcel was delivered correctly on 23 Apr 2026 and received by UMBER. I have attached the POD and GPS coordinates below for this delivery.

52.520526, -1.473835

That being said, we are not able to proceed with further investigation.

For future reference, you may track the status of your parcel on the DPD website https://www.dpd.co.uk/.

If you have any additional inquiries, feel free to contact me.

Kind Regards, Hazel

2026-04-26 06:30 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim - Tracking number 15505227565463B

Hello,

Regarding the closure of this claim, could you please provide the customer's safe place preferences registered for this address?

Kind regards, Claims Team

2026-04-26 06:56 — DPD ← elite@dpd.co.uk
Subject: RE: Disputed Delivery Claim - Tracking number 15505227565463B

Hello Team,

I hope you have an amazing day.

Thank you for reaching out to us regarding Umer's safe place preferences.

I have checked that leave safe-place was ticked, however, no specific instruction was provided.

Furthermore, delivery also on 23 Apr 2026 was complaint as the door was open and parcel was placed inside.

If you have any additional inquiries, feel free to contact me.

Kind Regards, Hazel

2026-04-26 07:00 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim - Tracking number 15505227565463B

Hello,

Could you please provide a screenshot of the customer's registered safe place preferences from your system for this address?

Kind regards, Claims Team

2026-04-26 08:28 — DPD ← elite@dpd.co.uk
Subject: RE: Disputed Delivery Claim - Tracking number 15505227565463B

Hi Team,

Good day!

Thank you for getting in touch about the safe place reference.

As per checking the delivery was compliant (open door), and no safe place reference on the account.

Thank you for your understanding. If you have any more questions or need further assistance, please feel free to contact us.

Best regards, Van

4. 155055616825349 — escalated Sun 26 April, 08:00

Client: Frasers Group

Almost a carbon copy of the previous one. Parcel at the front door, "leave-safe-place" selected with no specific instruction, "no preferences on file". Two screenshot requests, no screenshot.

AI's note: "Escalating because safe place preferences were requested twice and DPD provided verbal confirmation only with no supporting document."

✅ Right call. Worth handling alongside the previous one — same answer probably resolves both.

📧 Full email thread (155055616825349)

2026-04-26 02:00 — Claimit → Frasers@claimit.ai
Subject: Disputed Delivery Claim - Tracking number 155055616825349

Hi there,

Our customer has not received their items and is therefore disputing delivery of tracking number 155055616825349.

Account Number: 920055 Tracking Number: 155055616825349 Number of parcels: 1 Cost Value: £127.71 Description of packaging: Branded brown box Description of contents: Nike Air Max 270 Ch00 Black/Pink, Nike Air Max Ivo ChdG00 Black/Pink, Nike Air Max Bia Jn54 Triple Black, Nike 6pk No Show Sox Sn00 White/Black, Nike 6pk No Show Sox Sn00 Black/White, Nike 6Pk Crew Sox Sn00 Black/White, Lee Cooper Hip 10pk Sn00 Multi Grey

Customer name and Delivery address: 28 LOCHALSH PLACE, AIRDRIE, ML6 8FQ, UNITED KINGDOM

Please also confirm the recipients safe place preferences for this delivery.

Many thanks Frasers Group Claims Team

2026-04-26 06:12 — DPD ← elite@dpd.co.uk
Subject: Disputed Delivery Claim - Tracking number 155055616825349

Hi Team,

Hope you're keeping well.

Thank you for bringing this to our attention. I'm sorry that the parcel did not reach the customer as expected.

Please be advise that parcel number 1550 5561 682 534 9 was successfully delivered and received by CROSSWN, on 22 Apr 2026 .

This is a successful delivery GPS coordinates and POD are compliant so we can't dispute this delivery.

I will attach POD and GPS coordinates for this delivery.

55°51'24.0"N 3°57'34.5"W

For future reference, you may track the status of your parcel on the DPD website https://www.dpd.co.uk/.

If you have further clarification or assistance, please do not hesitate to contact me.

Best Regards, Lhen

2026-04-26 06:31 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim - Tracking number 155055616825349

Hi,

Regarding the closure of this claim, could you please provide the customer's safe place preferences registered for this address?

Kind regards, Claims Team

2026-04-26 06:51 — DPD ← elite@dpd.co.uk
Subject: RE: Disputed Delivery Claim - Tracking number 155055616825349

Hello Team,

I hope you have an amazing day.

Thank you for reaching out to us regarding Lynn's safe place preferences.

I have checked that leave safe-place was ticked, however, no specific instruction was provided. That being said, this was left at front porch.

If you have any additional inquiries, feel free to contact me.

Kind Regards, Hazel

2026-04-26 07:01 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim - Tracking number 155055616825349

Hi,

Could you please provide a screenshot of the customer's registered safe place preferences from your system?

Kind regards, Claims Team

2026-04-26 07:50 — DPD ← elite@dpd.co.uk
Subject: RE: Disputed Delivery Claim - Tracking number 155055616825349

Hi Team,

Good day!

Thank you for getting in touch about the safe reference.

After checking the tracking for parcel 15505561682534, the POD shows compliant (open door) and no safe place reference on the account.

Thank you for your understanding. If you have any more questions or need further assistance, please feel free to contact us.

Best regards, Van

5. 15505227466645E — escalated Sat 25 April, 15:00

Client: Frasers Group

A collection claim, not a delivery. DPD said the parcel was collected from a pickup shop using a scanned pickup pass — "Martina scanned it, calling card was left at the address." We asked for the pickup-pass scan or proof-of-collection image twice. DPD just kept describing it.

AI's note: "Escalating after two requests for the pickup pass scan or Proof of Delivery for the collection were answered with verbal confirmation only."

✅ Right call. Bonus: this is a collection (different artefact, different scenario), and the AI handled it on the same principle as the delivery cases without being explicitly told how.

📧 Full email thread (15505227466645E)

2026-03-24 13:17 — Claimit → Frasers@claimit.ai
Subject: Disputed Delivery Claim – Tracking number 15505227466645E

Hi there,

Our customer has not received their items and is therefore disputing delivery of tracking number 15505227466645E.

Account Number: 920055 Tracking Number: 15505227466645E Number of parcels: 1 Cost Value: £60.07 Description of packaging: Branded brown box Description of contents: Boss Smll Lgo Polo Jn00 Navy 849, Boss Smll Lgo Polo Jn00 Navy 849

Customer name and Delivery address: 17 New Acres, Nine Mile Ride, Wokingham, RG40 3LZ, UNITED KINGDOM

Please also confirm the recipients safe place preferences for this delivery.

Many thanks Frasers Group Claims Team

2026-03-24 13:43 — DPD ← elite@dpd.co.uk
Subject: Disputed Delivery Claim – Tracking number 15505227466645E

Hi Team,

I hope you are doing fine. Sorry for the late response.

Thank you for contacting us regarding the parcel 15505227466645. I am sorry for the delay in delivery, I know this is frustrating.

I have checked the tracking on this for you and upon checking the system the parcel has been delivered and received last 23rd of March at DPD Pickup Shop. The parcel have been picked up by consumer on 23rd of March.

I will raise an investigation with our network teams and they will be carrying out searches at their locations. We allow up to 18 working days for this and will be in touch asap with an update.

Here's the investigation reference PKI-119271

If you have further concern do not hesitate to reach from us.

Thanks for your patience.

Kind regards, Rowell

2026-04-07 16:23 — DPD ← investigations@dpd.co.uk
Subject: Disputed Delivery Claim – Tracking number 15505227466645E

Hi Team,    I hope you are ok today.

I am sorry as Martina's went missing in our network. This is certainly not we want our customers to go through. 

Team, we have got a response from our Pickup shop team that your customer has collected with the pickup pass which was the only ID requirement. The contact number and email are bringing up the same address. The pickup pass was scanned on collection and the only way to access the pickup pass is via the notification or using the tracking number and postcode. Please check with your customer once about the parcel. 

Your understanding in this regards is appreciated.

Regards,  Naveed  DPD Investigations Team

2026-04-07 17:03 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim – Tracking number 15505227466645E

Hi,

Regarding the closure of this claim, could you please provide the pickup pass scan or Proof of Delivery for the collection from the pickup shop?

Kind regards, Claims Team

2026-04-08 07:40 — DPD ← investigations@dpd.co.uk
Subject: RE: Disputed Delivery Claim – Tracking number 15505227466645E

Hi Team,

I hope you're doing well.

I am sorry for the delay in getting back to you.

Thank you for your email regarding the closure of this claim and your request for the pickup pass scan or proof of delivery for the collection from the pickup shop.

I’ve reached out to our pickup team to request this information and am awaiting their confirmation. As soon as we receive the relevant scan or documentation, I’ll share this with you.

In the meantime, it would be helpful if you could kindly check with the receiver (Martina) to confirm whether the parcel has been collected from the pickup shop. If the receiver continues to dispute the collection, please let us know, and we’ll be happy to investigate this further with the pickup team to establish the full circumstances.

Thank you for your cooperation while we work to clarify this.

Kind regards, Zoya Mirza DPD Investigations Team

2026-04-25 11:06 — DPD ← investigations@dpd.co.uk
Subject: RE: Disputed Delivery Claim – Tracking number 15505227466645E

Hi Team,    I hope you are ok today.

Team, our pickup team still says that your customer has collected with the pickup pass which was the only ID requirement. The contact number and email are bringing up the same address. The pickup pass was scanned on collection and the only way to access the pickup pass is via the notification or using the tracking number and postcode. Hence, there is no other proof is available and we are closing this investigation.

Thank you for your patience and understanding throughout the investigation. 

Regards,  Naveed DPD Investigations Team

2026-04-25 11:31 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim – Tracking number 15505227466645E

Hi,

Regarding the closure of this claim, could you please provide the pickup pass scan or Proof of Delivery for the collection from the pickup shop?

Kind regards, Claims Team

2026-04-25 11:31 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim – Tracking number 15505227466645E

Hi,

Regarding the closure of this claim, could you please provide the pickup pass scan or Proof of Delivery for the collection from the pickup shop?

Kind regards, Claims Team

2026-04-25 14:46 — DPD ← investigations@dpd.co.uk
Subject: RE: Disputed Delivery Claim – Tracking number 15505227466645E

Hi Team,

I hope you're doing well.    Thank you for reaching out to us.   I’d like to inform you that the investigation has been concluded. Our Pickup team confirmed that Martina collected the parcel, and the Pickup Pass was scanned at the time of collection. The Pickup Pass is the only ID requirement for collection and is sent directly to the receiver’s link, which means only the receiver can access it and collect the parcel. Additionally, a calling card was left at the correct address, and both the contact number and email provided match the same address. Please check with your customer, Martina, as our team is confident the parcel was collected. As a result, we are proceeding to close this case, as our team is not liable for this matter.    If you need any further assistance, please feel free to reach out to us.    Stay safe and take care.    Kind regards,  Zoya Mirza  DPD Investigations Team

6. 155052275726913 — escalated Fri 24 April, 21:01

Client: Frasers Group

The trickiest one. DPD said: GPS confirms delivery, safe-place was "behind the wheelie bins." We challenged. DPD repeated. We challenged again — and DPD actually sent the safe-place preferences screenshot this time, confirming "behind the wheelie bins" was indeed the customer's instruction. But the proof-of-delivery image itself was still missing. So the AI accepted the partial evidence and escalated specifically on the remaining gap.

AI's note: "Safe place preferences screenshot attached showing 'behind the wheelie bins'; escalating because the Proof of Delivery remains outstanding after two challenge emails."

✅ Right call — and a smart one. The AI didn't auto-reject just because new evidence arrived contradicting the customer's claim; it noticed exactly what was still missing.

This claim is worth a closer look — the screenshot says the customer asked for "behind the wheelie bins", which matches what DPD did. Possibly a legit delivery the customer is mistaken about. But we still need that PoD image before deciding.

📧 Full email thread (155052275726913)

2026-04-24 16:00 — Claimit → Frasers@claimit.ai
Subject: Disputed Delivery Claim - Tracking number 155052275726913

Hi there,

Our customer has not received their items and is therefore disputing delivery of tracking number 155052275726913.

Account Number: 920055 Tracking Number: 155052275726913 Number of parcels: 1 Cost Value: £345.07 Description of packaging: Branded brown box Description of contents: Stone Short Parka Sn54 Nero V0029

Customer name and Delivery address: 66 Warne Avenue, Droylsden, Manchester, M43 7JS, UNITED KINGDOM

Please also confirm the recipients safe place preferences for this delivery.

Many thanks Frasers Group Claims Team

2026-04-24 16:20 — DPD ← elite@dpd.co.uk
Subject: Disputed Delivery Claim - Tracking number 155052275726913

Hello Team,

I hope this email finds you well.

Thank you for contacting us regarding the parcel 155052275726913. Apologise for not receiving the parcel even if it was delivered based on our system.

Upon checking, the item was delivered on 24 April 2026. Here is the delivery location recorded in our system as the GPS coordinate: 53°29'05.0"N 2°07'53.1"W.

I attached herewith the proof of delivery image for your reference.

The Consumer Safe Place Instruction was Behind the wheelie bins.

Regards, Leslie

2026-04-24 16:30 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim - Tracking number 155052275726913

Hello,

Regarding the closure of this claim, could you please provide the Proof of Delivery and a screenshot of the customer's safe place preferences registered for this address?

Kind regards, Claims Team

2026-04-24 20:11 — DPD ← elite@dpd.co.uk
Subject: RE: Disputed Delivery Claim - Tracking number 155052275726913

Hello Team,

I hope this email finds you well.

Thank you for contacting us regarding the parcel 155052275726913.

Upon checking, the item was delivered on 24 April 2026.

The Consumer Safe Place Instruction was Behind the wheelie bins.

Regards, Leslie

2026-04-24 20:31 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim - Tracking number 155052275726913

Hello,

Could you please provide the Proof of Delivery and a screenshot of the customer's safe place preferences registered for this address?

Kind regards, Claims Team

2026-04-24 20:45 — DPD ← elite@dpd.co.uk
Subject: RE: Disputed Delivery Claim - Tracking number 155052275726913

Hello Team,

I hope this email finds you well.

Thank you for contacting us regarding the parcel 155052275726913.

Upon checking, the item was delivered on 24 April 2026.

The Consumer Safe Place Instruction was Behind the wheelie bins. I attached herewith an image for your reference.

Regards, Leslie

7. 15505227535425C — escalated Fri 24 April, 14:31

Client: Frasers Group

International delivery — Saudi Arabia (Riyadh). DPD said proof-of-delivery shows it was signed for at the visitor centre, GPS confirms location, no specific delivery instructions. We asked for the customer's safe-place preferences twice. Words only, no document.

AI's note: "Escalating because safe place preferences have been requested twice and the courier has provided verbal GPS confirmation only with no document."

✅ Right call. Different operational pattern (signed for at a visitor centre rather than UK doorstep) — worth handling on its own merits, the resolution may not look like the others.

📧 Full email thread (15505227535425C)

2026-04-23 16:30 — Claimit → Frasers@claimit.ai
Subject: Disputed Delivery Claim - Tracking number 15505227535425C

Hi there,

Our customer has not received their items and is therefore disputing delivery of tracking number 15505227535425C.

Account Number: 920055 Tracking Number: 15505227535425C Number of parcels: 1 Cost Value: £33.56 Description of packaging: Branded brown box Description of contents: Ted SS Box Graph Tee Sn00 White, Boss H-Tie Sn99 Open Pink, Boss H-Tie Sn99 Open Pink

Customer name and Delivery address: Ibn Hassan Street, 1851, Al sharaq compound, al-Riyad, 13545, SAUDI ARABIA

Please also confirm the recipients safe place preferences for this delivery.

Many thanks Frasers Group Claims Team

2026-04-23 17:12 — DPD ← globalelite@dpd.co.uk
Subject: Disputed Delivery Claim - Tracking number 15505227535425C

Hi Team, 

I hope you are doing nice today.

I appreciate you reaching out to us regarding Sulaman's shipment and I apologise that the consignee is disputing the delivery. 

After checking, the parcel was delivered on the 18th of April 2026 and received by ALSHARQ VILLAGE COMPOUND VISSITORS ACCECE CENTER.

In line with this, I have already connected our delivery partner regarding the consignee disputing the delivery therefore I have requested the POD ( Proof of Delivery ).

Rest assured that once I have received an update from them I will reach out to you within 24 to 48 hours. 

Thank you for your prompt attention and understanding.

If you have any more concerns that I can assist you with, please let me know.

Warm regards, Sheng

2026-04-24 08:59 — DPD ← globalelite@dpd.co.uk
Subject: Disputed Delivery Claim - Tracking number 15505227535425C

Hi Team, 

I hope you are doing nice today.

I am reaching out to you regarding Sulaman's shipment and I apologise that the consignee is disputing the delivery.

We have received an update from our delivery partner. 

For your reference, please see the attached POD ( Proof of Delivery ).

Thank you for your prompt attention and understanding.

If you have any more concerns that I can assist you with, please let me know.

Warm regards, Sheng

2026-04-24 10:05 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim - Tracking number 15505227535425C

Hi Sheng,

Regarding the closure of this claim, could you please provide the customer's safe place preferences registered for this address?

Kind regards, Claims Team

2026-04-24 10:57 — DPD ← globalelite@dpd.co.uk
Subject: RE: Disputed Delivery Claim - Tracking number 15505227535425C

Hi Team, 

I hope you are doing nice today.

I appreciate you reaching out to us regarding Sulaman's shipment and I apologise that the consignee is disputing the delivery.

Rest assured that I have already contacted our delivery partner regarding this information. 

Once I have received an update from them I will reach out to you within 24 to 48 hours. 

Thank you for your prompt attention and understanding.

If you have any more concerns that I can assist you with, please let me know.

Warm regards, Sheng

2026-04-24 12:19 — DPD ← globalelite@dpd.co.uk
Subject: RE: Disputed Delivery Claim - Tracking number 15505227535425C

Hi Team, 

I hope you are doing nice today.

I am reaching out to you regarding Sulaman's shipment and I apologise that the consignee is disputing the delivery.

We have received an update from our delivery partner. 

According to them, the parcel has been delivered to the below GPS location.

GPS : 24°48'21.0"N 46°43'17.9"E

Kindly note that the customer has not provided any specific delivery instructions for this parcel.

Thank you for your prompt attention and understanding.

If you have any more concerns that I can assist you with, please let me know.

Warm regards, Sheng

2026-04-24 12:32 — Claimit → frasers@claimit.ai
Subject: RE: Disputed Delivery Claim - Tracking number 15505227535425C

Hi Sheng,

Regarding the closure of this claim, could you please provide a screenshot of the customer's registered safe place preferences for this address?

Kind regards, Claims Team

2026-04-24 14:00 — DPD ← globalelite@dpd.co.uk
Subject: RE: Disputed Delivery Claim - Tracking number 15505227535425C

Hi Team, 

I hope you are doing nice today.

I appreciate you reaching out to us regarding Sulaman's shipment and I apologise that the consignee is disputing the delivery.

We have received an update from our delivery partner. 

According to them, the parcel has been delivered to the below GPS location.

GPS : 24°48'21.0"N 46°43'17.9"E

Kindly note that the customer has not provided any specific delivery instructions for this parcel.

Thank you for your prompt attention and understanding.

If you have any more concerns that I can assist you with, please let me know.

Warm regards, Sheng

The other 11

These didn't need the AI's judgement — they got escalated by simpler rules. Either DPD re-rejected a challenge (7 of these), or the AI saw an email it wasn't sure what to do with on a claim already in challenge (4 of these).

Tracking number When Why escalated
13865063200167 Mon 27 Apr, 04:30 AI saw an email it wasn't sure how to action
155052275339094 Sun 26 Apr, 15:01 AI saw an email it wasn't sure how to action
15502262539008V Fri 24 Apr, 07:43 AI saw an email it wasn't sure how to action
15502262541090Z Fri 24 Apr, 07:07 DPD re-rejected the challenge
15505227565763K Fri 24 Apr, 06:19 DPD re-rejected the challenge
15509331019593O Fri 24 Apr, 06:19 DPD re-rejected the challenge
15505227566135T Thu 23 Apr, 18:01 DPD re-rejected the challenge
15505227531199P Thu 23 Apr, 14:00 DPD re-rejected the challenge
155052275547448 Thu 23 Apr, 11:00 DPD re-rejected the challenge
15976940417318 Thu 23 Apr, 08:32 DPD re-rejected the challenge
155055616830248 Thu 23 Apr, 06:30 DPD re-rejected the challenge

What ops should do

  1. The four "DPD won't send the screenshot" cases (1, 3, 4 + parts of 2) can probably be handled in one batch — same answer, same pushback.
  2. #6 (155052275726913) is worth resolving first — the screenshot DPD sent might mean we should accept the delivery, but we need that PoD before closing it.
  3. #5 (the collection case) and #7 (the international one) are one-off patterns — handle on their own merits.
  4. The 7 "DPD re-rejected" claims are escalations from earlier in the week, before the AI could speak up itself. Same handling as before.
  5. The 4 "AI wasn't sure" cases need someone to read the email thread and figure out what tripped the AI up — useful feedback for tuning.

Bigger picture: the AI is doing exactly what we wanted — refusing to auto-reject when DPD ducks documentary requests, and handing those to a human instead. That's worth more attention from ops than from engineering right now.

Generated 27 April 2026.