Purpose: To inform you on how to start an investigation and file a claim in case of a damaged or lost shipment.
How to start an investigation
If your parcel has been lost or damaged during shipment, it's often possible for you to start an investigation in order to file a claim with the shipping carrier.
It's not always possible to file a claim for some specific shipping methods, and in some cases it's only possible to receive a compensation per kilo when a parcel is missing or damaged. For this reason, we recommend insuring high value parcels with Sendcloud insurance to guarantee safe arrival.
Carrier default insurance
Some specific shipping methods will include a standard insurance amount by default. You can see when this is the case because the insurance amount included with the shipping method 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.
When can I start an investigation?
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 method and type of investigation.
How long do I have to start an investigation/start 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.
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.
Refund for insured shipments
When a package is either insured via the carrier or by Sendcloud insurance, a claim can be submitted based on purchase or sales value. However, it is necessary to start an investigation with the carrier first.
How to start an investigation with the carrier
How to start an investigation with the carrier
Step 1.
- Go to the Shipping tab in your Sendcloud panel
- Go to Created labels or Shipped, depending on the order
- Click on the concerning shipment and click on the eye icon to open the label details. You will then see the following screen:
- Click on Customer Support at the top right corner of your screen. Then choose the investigation you would like to start e.g. Damaged shipment.
- Fill in the tracking code and click on Find my shipment
Step 2.
The following documents are required for the carrier to handle the claim. They will investigate and assess the claim based on their findings and the information 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 claim delivered but not received
- 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 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.
The carrier will investigate the case and will 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 e-mail address that is set as primary in your account will be used as the reply address. In addition, it is also possible to follow up your tickets by contacting us via our live chat support. To do this, go to Support in the bottom right corner in your Sendcloud panel. To see an overview of all your tickets go to the question mark icon in the upper right corner.
If the carrier states the package is damaged or lost we can start the claim procedure for kilo compensation. If the package is insured we can start the insurance claim instead.
When the package is insured via the carrier, the insurance claim will be handled in the same ticket as the investigation ticket. No further action is needed. If the package is insured via Sendcloud insurance, you will have to create a new ticket to start the insurance claim. You can find these steps in the section How to start a Sendcloud insurance claim.
How to start a Sendcloud insurance claim
How to start a Sendcloud insurance claim
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. Go to support by clicking on the Question mark in the upper right corner.
Click on + New ticket
This will bring you to the support page here you can select File a Sendcloud Insurance claim for a damaged shipment or File a Sendcloud Insurance claim for a lost shipment
Step 2.
The following documents are required for the carrier to handle the claim. They will investigate and assess the claim based on their findings and the information 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 claim delivered but not received
- 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 outer package
- A photo of the inner package
- One or more photos of the damaged goods
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 insurance company.
It is important to fill in the form as complete as possible. If everything is filled in correctly, the insurance company can handle your claim in one go and this will therefore speed up the process.
The insurance company will review the claim and will provide you with an answer as quickly as possible. They might ask for additional documentation as well. If so, we will ask you this via e-mail.
This will be done through the ticket that has been submitted. The e-mail address that is set as primary in your account will be used as the reply address. In addition, it is also possible to follow up your tickets by contacting us via our live chat support. To do this, go to Support in the bottom right corner in your Sendcloud panel. To see an overview of all your tickets go to the question mark icon in the upper right corner.