Short answer: Create a support ticket via the support section in your Sendcloud panel and select Submit a request for a parcel > Shipment damaged. Submit the claim as soon as possible.
Explanation: If your parcel is damaged (or when the content is missing) and you shipped it with Sendcloud rates, we advise you (the merchant) to create a support ticket via the support section in your Sendcloud panel and select Submit a request for a parcel > Shipment damaged. Please note that in case of damage, the claim needs to be started quickly after the 'Delivered' scan, depending on the carrier. The standard deadline for claim submission in case of a damaged parcel is 7 days, but may vary (shorter or longer) per carrier. Check the deadlines to be sure. When you submit the claim, it'll be sent straight to the carrier. As soon as the carrier informs us about your claim, our support agents will contact you through your ticket.
General requirements for damage claims
Pictures of the:
- outside of the box including label;
- outside of the box including damage to the box;
- inner packaging visible + product;
- full product visible + damage.
Sendcloud Shipment Protection (XCover)
If you insured your shipment via Sendcloud Shipment Protection, you can also start an insurance claim. Learn more about filing an insurance claim in our Sendcloud Shipment Protection article.
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