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Purpose: Learn how to open a claim when a carrier does not show up for a scheduled parcel pickup.
If a carrier does not show up for a pickup you scheduled, open a claim from your Sendcloud panel rather than contacting the carrier yourself. Opening a claim this way sends the report straight to the carrier, so they can start looking into it as soon as possible.
Note: Need the parcel picked up urgently while your claim is being looked into? You can request a new occasional pickup from the Shipping tab in your Sendcloud panel, you don't need to wait for the claim to be resolved first.
How to open a claim for a pickup no-show
- In your Sendcloud panel, open the Support menu and click +New ticket.
- Select the category Product features.
- Select Occasional Pickup (a one-time pickup) or Recurring Pickups, depending on which one was missed.
- Select the carrier related to the pickup.
- For Pickup issue, select No show.
- Select the pickup address, and add the pickup number if you have it.
- For an occasional pickup, fill in the date the pickup was scheduled for. For a recurring pickup, fill in the timeframe the missed pickup falls in.
- Add any extra information that could help us investigate.
- Click Send. If you need more information before finishing, click Save as draft and continue later.
What happens next
Once your claim is submitted, we forward it to the carrier and keep you updated on the outcome.