Purpose: To inform you on how to start an investigation and file a claim if there is an issue with your parcel, whether it is insured with Sendcloud Shipping Protection insurance or not.
Parcels that are not insured with Sendcloud Shipping Protection
How to file a claim for my parcel
To file a claim, you can do it directly from the label details view (Option 1) or via the Support menu (Option 2).
Option 1: File a claim directly from the label details view
- Go to Shipping > Orders in your Sendcloud panel
- Go to Shipped
- Click on the shipment and click on the eye icon to open the label details. You will then see the following screen:
- You will be redirected to the Support menu. The tracking number and the claim reason will already be filled in for you.
- Click Find my shipment
- The following documents are required for the carrier to handle the claim. Try to fill in as many fields as possible. The more details, the better. They will investigate and assess the claim based on their findings and the information that you provided.
Required documents for loss claim
- Purchase value (excluding VAT)
- Description of the content and appearance of the package
- Recognizable appearance of the package (marks, stickers, logos, etc.)
- The purchase invoice
- The sales invoice
Required documents for delivered but not received claim
- Purchase value (excluding VAT)
- Description of the content and appearance of the package
- Recognizable appearance of the package (marks, stickers, logos, etc.)
- Written statement (+ signature) of the intended recipient
- The purchase invoice
- The sales invoice
Required documents for damage claim
- Purchase value (excluding VAT)
- Description of the content and appearance of the package
- Recognizable appearance of the package (marks, stickers, logos, etc.)
- Written declaration (+ signature) of the intended recipient
- The purchase invoice
- The sales invoice
- A photo of the outside of the shipping box showing any visible damage (e.g. dents, tears, crushing)
- A photo taken from above of the open shipping box, clearly showing the damaged item and all protective/packaging materials used (e.g. padding, bubble wrap, fillers)
- One or more photos of the damaged goods
- A photo of the shipping box showing the shipping label clearly
Required documents for delayed claim
- Pickup receipt
- Measurements of the parcel in cm
- Description of the parcel content
- Recognizable exterior characteristics of the parcel
- Sales invoice
When you have filled in the relevant information, click Submit to send the request. The carrier will start an investigation and we will keep you informed throughout the process, whenever there are any developments. We will contact you directly via the ticket that you have just submitted. Therefore, we will be replying to the email address that is set as primary in your account.
Option 2: File a claim from the Support menu
- Open the Support menu by clicking the question mark icon
- Click +New ticket
- Click Select a category > Submit a request for a parcel
- Select the claim reason
- Enter the tracking code of your parcel and click Find my shipment
- Fill in all the necessary information (you can find the documents required for each claim in the previous section of this article) and click Submit when ready
Option 3: File a claim from the Shipped tab (bulk selection)
- Go to Shipping > Orders > Shipped in your Sendcloud panel.
- Select one or more shipments and click Create investigation.
Availability and visibility
- This option is available for all users (no Support Automation required).
- If you have no beta access and only a direct carrier contract, the bulk creation will not work.
- For users with a Lite subscription or higher: tickets created here will appear in Issue Management
- For Free users: tickets will instead appear in the Support section (top right).
Parcels that are insured with Sendcloud Shipping Protection
If you have insured your parcel with the separate insurance that Sendcloud offers and the review of your case is positive, you can receive a compensation based on the sales or purchase value of your shipment, instead of per kilo.
How to file a claim for my insured parcel
To file a claim with the insurance, you can follow the same steps listed in the section How to file a claim for my parcel? This means that you can submit a request via details of your label or via the Support menu.
Sendcloud's Insurance is a third party that only covers lost and damaged shipments. Therefore, if your shipment is lost or has been damaged during its journey, select one of these claim categories: Shipment damaged or Shipment lost, depending on your situation.
The insurance company will review your case and will contact you directly.
When can I file a claim?
In order to allow the carrier enough information to begin an investigation, you can only file a claim once a parcel has been announced for at least 48 hours. If you try to start an investigation before 48 hours has passed, you will see an error message in your Sendcloud panel. Error messages that indicate the terms may differ per carrier, shipping option and type of investigation.
How long do I have to submit a claim?
We recommend that you start an investigation within 7 days after delivery or after the last scan. For claims filed after this period, the carrier may request evidence to provide a probably cause for late reporting of a damaged or missing parcel. The carrier may reject the claim based on the time of submission. Specifically for damaged shipments we advise to file the claim as soon as possible!
Evri
| Type claim | Deadline (days) | Deadline starts from |
|---|---|---|
| Lost | 27 | Label creation date |
| Delayed | N/A | Not covered |
| Damaged | N/A | Not covered |
| Delivered but not received | 27 | Label creation date |
| Return / unjustified return | N/A | Not covered |
Evri Dropoff
| Type of claim | Deadline (days) | Deadline starts from |
|---|---|---|
| Lost | 27 | Label creation date |
| Delayed | N/A | Not covered |
| Damaged | N/A | Not covered |
| Delivered but not received | 27 | Label creation date |
| Return / unjustified return | N/A | Not covered |
Royal Mail
| Type of claim | Deadline (days) | Deadline starts from |
|---|---|---|
| Delayed (Domestic) | 30 | First scan (can be submitted from day 8) |
| Lost (Domestic) | 30 | First scan (can be submitted from day 8) |
| Damaged (Domestic) | 30 | First scan (after delivery scan) |
| Delivered, but not received (Domestic) | 30 | First scan (after delivery scan) |
| Delayed (International) | 180 | First scan (can be submitted from day 11) |
| Lost (International) | 180 | First scan (can be submitted from day 11) |
| Damaged (International) | 180 | First scan (after delivery scan) |
| Delivered, but not received (International) | 180 | First scan (after delivery scan) |
DPD UK
| Type of claim | Deadline (days) | Deadline starts from |
|---|---|---|
| Damaged | 14 | First scan in the network |
| Lost | 14 | First scan in the network |
| Delivered, but not received | 14 | First scan in the network |
| Delayed | N/A | N/A |
| Return / unjustified return | N/A | N/A |
DHL eCommerce UK
| Type of claim | Deadline (days) | Deadline starts from |
|---|---|---|
| Lost | N/A | Not covered under the carrier's liability |
| Delayed | N/A | Not covered under the carrier's liability |
| Damaged | N/A | Not covered under the carrier's liability |
| Delivered, but not received | N/A | Not covered under the carrier's liability |
| Return / unjustified return | N/A | Not covered under the carrier's liability |
UPS UK
| Type of claim | Deadline (days) | Deadline starts from |
|---|---|---|
| Damaged | 7 | Delivery date |
| Lost | 60 | Shipment date |
| Delayed | 60 | Shipment date |
| Delivered, but not received | 60 | Shipment date |
| Return / unjustified return | N/A | Not covered |
FedEx UK
| Type of claim | Deadline (days) | Deadline starts from |
|---|---|---|
| Lost | 30 | Last scan |
| Delayed | 30 | Last scan |
| Damaged | 21 | Delivery date |
| Delivered, but not received | 30 | Last scan |
| Return / unjustified return | N/A | Not covered |
InPost
| Type of claim | Deadline (days) | Deadline starts from |
|---|---|---|
| Lost | N/A | Not covered under the carrier's liability |
| Delayed | N/A | Not covered under the carrier's liability |
| Damaged | N/A | Not covered under the carrier's liability |
| Delivered, but not received | N/A | Not covered under the carrier's liability |
| Return / unjustified return | N/A | Not covered under the carrier's liability |
How much can I claim for my lost/damaged shipment?
If a parcel is not insured, either via the default carrier insurance or with Sendcloud insurance, it's not possible to make a claim based on sales or purchase value. In this case, you can file a claim to see if you are entitled to a refund for kilo compensation.
Carrier default insurance
Some specific shipping options will include a standard insurance amount by default. You can see when this is the case because the insurance amount included with the shipping option will be indicated in the label details view of a label. Click on the pen icon on the right side of the order in the incoming order overview.
Sendcloud Shipping Protection
When a package is either insured by Sendcloud Shipping Protection insurance, a claim can be submitted based on purchase or sales value.
Other ways of creating a Support Ticket
Here, you'll find all the available ways to open a support ticket, depending on where you are in the platform.
From the Monitor View
- Select a shipment from the list.
- A bottom action menu will appear.
- Click the paper airplane icon and choose a cause (e.g., Delay, Lost, Damaged).
- You’ll be redirected to the Open Ticket form, where you can also upload documents as needed.
- While completing the ticket, you can also choose to generate an invoice by clicking "I want to generate an invoice for this investigation."
From the Issue Management section (Paid Feature)
- Go to Support Automation → Issue Management.
- Click the + Ticket button in the top-right.
- The ticket form will appear with key order details automatically prefilled based on your selected shipment.
From the Shipment Details View
- Go to Shipping → Orders in your Sendcloud panel.
- Navigate to the Shipped tab and select the relevant shipment.
- Click the eye icon to open the label details view.
- You will be redirected to the Support menu, where the tracking number and claim reason will already be pre-filled for you.
- Fill in the necessary information and upload the required documents (e.g., proof of value, photos, invoice, etc.).
- Click Submit to send the request and initiate the investigation.
This method allows you to quickly file a claim from a specific shipment’s details page.
Via the Support API
In addition to using the Sendcloud panel, you can also create support tickets via the Support API, ideal for custom workflows or system integrations.
This is currently available for merchants using direct carrier contracts.
Learn more in our API documentation: Sendcloud Support API
What happens after you submit an investigation?
Once you have submitted your investigation request, Sendcloud will forward it to the carrier on your behalf. Here is what you can expect:
The carrier will start their investigation. Depending on the claim type and the carrier, the investigation process can take anywhere from a few days to several weeks. Carriers set their own timelines, and Sendcloud has no direct control over how quickly they respond.
You may be asked for additional documents. The carrier may request extra evidence, such as photos, invoices, or a signed statement from the recipient. If this happens, you will receive a notification and the ticket status will change to Action required. Respond as quickly as possible, as delays in providing documents can slow down or negatively affect the outcome of your claim.
You can track the status of your ticket at any time. Go to the Support section in your Sendcloud panel to view all open and closed tickets. If you have a Lite subscription or higher, you can also find your tickets in Support Automation → Issue Management, where you can see the current stage, any outstanding actions, and carrier messages.