Purpose: This is a guide on how to file a claim in 3 steps.
It may happen that your shipment arrives damaged, or is declared missing by the carrier after an investigation. In that case, depending on the shipping method used, it is or isn't possible to submit a claim.
Certain shipping methods include standard insurance, others do not. So make sure you always read the conditions carefully before you ship your package and possibly consult our Sendcloud Insurance.
Step 1:
If a shipment has been shipped including insurance and the investigation has a negative result, you can submit a claim for this through your Sendcloud panel. Open the details of the concerning shipment. To get here, go to the Shipped tab in your Sendcloud panel.
Click on the concerning shipment to open the details. You will then see the following screen:
Click on Customer Support at the top right corner of your screen. Then choose Damaged shipment or Lost shipment.
Please note: A claim for a lost shipment can only be submitted after the investigation has been completed. In the event of damage to a shipment, the damage must be reported to us within 7 days after delivery. On the other hand, the carrier will unfortunately not handle the claim.
Make sure to read the conditions of the relevant insurance carefully. Certain products are excluded from the insurance or have special packaging requirements.
Step 2:
When filing the claim, there are a number of documents which need to be added. The information below is necessary for handling a claim for loss.
- 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
The information below is necessary for handling a claim for damage.
- 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 outer package
- A photo of the inner package
- One or more photos of the damaged goods
It is important to fill in the form as complete as possible. If everything is filled in correctly, the carrier can handle your claim in one go and this will therefore speed up the process.
Step 3:
When everything is filled in, press 'Submit'. At that time a ticket will be created in our system and is automatically transferred to the carrier/insurance company.
Keep in mind that sometimes it happens that the carrier/insurance company requests for some extra information. In case of damage, it is important to keep all packaging material and the damaged product stored for at least 3 months.