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 Shipment Protection insurance or not.

Parcels that are not insured with Sendcloud Shipment 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

1. Go to Shipping > Orders in your Sendcloud panel
2. Go to Shipped
3. Click on the shipment and click on the eye icon to open the label details. You will then see the following screen:
   
4. You will be redirected to the Support menu. The tracking number and the claim reason will already be filled in for you.
5. Click Find my shipment
6. 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.

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

1. Open the Support menu by clicking the question mark icon
2. Click +New ticket
    
3. Click Select a category > Submit a request for a parcel
4. Select the claim reason
5. Enter the tracking code of your parcel and click Find my shipment
6. 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)

1. Go to Shipping > Orders > Shipped in your Sendcloud panel.
2. 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 Shipment 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?

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 if you parcel is damaged, and within 30 days if your parcel is lost, delivered but not received, or if it is an unjust return. The deadline count starts from the moment of delivery or after the last scan. For claims filed after the deadline, the carrier may request evidence to provide the cause for late reporting. The carrier may also simply reject the claim based on the time of submission, so we always advise to file a claim as soon as possible!

Below, you can find deadlines for claim submission with some carriers. If your carrier is not listed below, this means you can apply the standard deadline - 7 days if the parcel is damaged, and 30 days for any other case (e.g., lost, damaged). 

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 Shipment Protection

When a package is either insured by Sendcloud Shipment 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. 

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.