Parcel claims

Use a parcel claim for a formal incident such as damage, shortage or loss. A claim is separate from the tracking status and separate from a support ticket.

Review existing claims

The claims list shows the claims for your company. It starts with a four-week date range.

You can:

• Filter by status, date or company
• Export the filtered list
• Open a claim result
• Turn claim notifications on or off
• Start a new claim

Each row can show a claim identifier, the linked order when it is stored, category, status and dates. If an order reference is missing, treat it as unavailable. Do not guess it.

Create a claim

1. Open Parcel claims
   From the Parcels workspace, open Claims and start a new claim.
2. Enter the shipment
   Add the order number and each parcel number. Choose the carrier and the claim nature.
3. Add the articles
   For every article, enter the name, quantity, price and a description of the issue.
4. Attach the required files
   Add the invoice. Add pictures unless the claim nature is lost. Add a packing list when the carrier is Van Duuren.
5. Check the total
   The portal adds quantity × price for each article to show the claim value.
6. Submit once
   Submit the form and wait for the claim result page. Do not send the same claim again.

The form will not submit until the required fields are complete.

After you submit

The claim result page shows the case status, progress, linked order and carrier when available, comments and attachments, and a notification control.

Use the notification control if you want status updates. Reply in this claim if Support asks for more information.