Short answer: If your parcel was delivered later than the expected delivery date, or the agreed service wasn't met, you may be entitled to compensation from certain carriers. Compensation and deadlines vary per carrier and per country, see the tables below. To submit a claim, create a ticket from your Sendcloud panel.
Explanation: A shipment counts as a late delivery when it arrives after the expected delivery date, or when the agreed service level for that shipping method isn't met. Not every carrier offers compensation for late deliveries, and for the carriers that do, the type of compensation and the deadline to submit a claim vary by carrier and by country, expand the section for your country below for the details that apply to you. A claim can only be submitted once the parcel has actually been delivered. It's a request for a refund on a delivery that already took place later than expected, not a way to speed up a delivery that's still in progress. Submitting a claim doesn't guarantee that the carrier will approve it, it only starts the process for a possible refund if your shipment qualifies. To request compensation, create a ticket from your Sendcloud panel so we can start an investigation with the carrier on your behalf. To open a ticket, follow these instructions:
In your Sendcloud panel, open the Support menu and click +New ticket
Select the category Submit a request for a parcel
Select Late Delivery
Enter the tracking code and click Find my shipment
Complete the form with as many details as possible and click Send to submit the ticket
Netherlands & Belgium
Carrier
Compensation
Deadline to submit a claim
UPS
Shipping costs refunded, including VAT, duties, and taxes. Express methods only.
Important: Make sure to submit your claim within the deadline listed for your carrier and country in the tables above. Submitting a claim doesn't guarantee that the carrier will approve it, only that an eligible shipment may receive a refund.
