Purpose: In this article, we will explain how you can easily start an investigation if your package is delayed or cannot be traced. We will also explain in a few steps how to submit a claim in case of damage or loss.
Open a support ticket
For all problems, questions, or investigations regarding your shipments, we would like to refer you to our ticket system within your Sendcloud panel. In this way, your request and all supporting parcel data will be forwarded directly from our administrative system to the carrier.
- Navigate to the Support menu in the top right hand-side
+ New ticketand select a support reason from the drop-down menu
Note: You can only select one issue at a time as the reason for your support ticket. Based on the issue selected, certain information is required. You will be prompted to fill out a form requesting various information to help support your claim.
Choosing the type of support needed
When submitting the ticket you will be asked to describe the problem. There are a number of topics that we have already indicated for you.
Select a type of support: You can select one of these problems. Based on the problem, certain information is requested and you can fill in the form.
Start an investigation with a carrier
- Shipment delayed
- Shipment delivered, but not received
- Shipment damaged
- Shipment lost
File a Sendcloud insurance claim
- File a Sendcloud insurance claim for a damaged shipment
- File a Sendcloud insurance claim for a lost shipment
- Other shipping related question
- Questions about an integration
- Question about pricing
- Financial questions
- Suggestions for the Sendcloud Platform
- Other questions
Provide details of the problem
After selecting the support type needed, you can add a description of the appearance of the package. In many cases you will also be asked for more information, for example, the content of the shipment or the purchase invoice. Make sure you complete this form carefully. If it later becomes apparent that important information has not been provided at this point, it's still required to provide this information at some point during the claims procedure. This may result in your investigation being delayed.
When everything is filled in, press Submit. At this moment a ticket will be created in our system and it is automatically transferred to the carrier.
Your support ticket is opened, what now?
At Sendcloud we do our best to provide you with an answer as quickly as possible. In the meantime, you will be kept informed when there are developments.
This will be done through the ticket that has been submitted. The email address that is set as primary in your account address details will be the email used to communicate replies. In addition, you can also view any correspondence regarding your support tickets directly from the panel by navigating to the Support menu.