Include as many of the following as you have. Missing values should be left blank. Do not guess them.
For every request
- Product: Parcels, Pallets or Truckloads
- Order number
- For parcels: track-and-trace value
- For pallets: barcode or tracking number
- For a truckload: origin, destination and licence plate
- Company and destination
- Date of the shipment or event
- What you expected to happen
- What the portal currently shows
- A screenshot of the page, with emails and personal data masked
For a claim
- Claim nature
- Carrier
- Article name, quantity, price and description
- Invoice
- Pictures, unless the claim nature is lost
- For a parcel claim with carrier Van Duuren: packing list
Do not send
- Passwords or reset codes
- Payment credentials
- Unrelated personal information
See Create a support ticket, Parcel claims or Pallet claims.