When shipping via Shipcloud business rates, we take care of your concerns with the carriers.
In this article, you will learn how to deal with undelivered, delayed or untraceable shipments and what documents you need to send to us so that we can initiate a delay complaint or investigation with the carriers.
In this article 👇
If you ship via Shipcloud rates and your shipment has not moved for some time or has not been received by the recipient despite a delivery scan, please always contact our support team via email at support@shipcloud.io. Please always provide us with your Shipcloud shipment number and/or the tracking number of the carrier. In the following, we will inform you which additional information and documents we need from you to clarify the various shipping matters.
My shipment hasn't moved for several days.
(transit time complaint)
If your shipment has not moved for several days and there is no progress in the tracking status, we will file a transit time complaint with the carrier to initiate your package and expedite delivery for you. All we need from you is the following information:
DHL | Shipcloud shipment number and/or DHL tracking number |
DPD | Shipcloud shipment number and/or DHL tracking number |
UPS | Shipcloud shipment number and/or DHL tracking number |
The shipping status of my shipment hasn't been updated for more than 6 days. (investigation with sales invoice)
If your package has not moved for more than 6 days, we will initiate an investigation with the carrier to determine the location of your package and claim any liability. All we need from you is the following information:
Carrier | Required information and documents* |
DHL | Shipcloud shipment number and/or DHL tracking number ➕ Copy of the sales invoice* |
DPD | Shipcloud shipment number and/or DPD tracking number ➕ Kopie der Einkaufsrechnung* |
UPS | Shipcloud shipment number and/or UPS tracking number ➕ Copy of the purchase invoice* |
* Please indicate on the sales or purchase invoice which item(s) are involved or send us an additional copy of the delivery bill specifying this.
📌 If we start an investigation without an invoice, you will receive a confirmation email from us that the investigation has been initiated. In this case, you must provide us with the invoice and other information within 7 days of receiving our email.
My shipment has been delivered but cannot be found. (investigation with recipient declaration)
If your shipment has been delivered according to the tracking status, but your recipient has not accepted or received it, we will initiate an investigation with the corresponding carrier in order to clarify the location of your parcel and assert any liability claims.
Carrier | Required information and documents* |
DHL | Shipcloud shipment number and/or DHL tracking number ➕ Copy of the sales invoice* ➕ A signed declaration of non-receipt from the consignee |
DPD | Shipcloud shipment number and/or DPD tracking number ➕ Copy of the purchase invoice* ➕ A signed declaration of non-receipt from the consignee |
UPS | Shipcloud shipment number and/or UPS tracking number ➕ Copy of the sales invoice* ➕ Recipient's phone number ➕ A signed declaration of non-receipt from the consignee |
* Please indicate on the sales or purchase invoice which item(s) are involved or send us an additional copy of the delivery bill specifying this.
📌 Please note that inquiries can take several weeks: As a rule, carriers require approx. 4 weeks for national and 8 weeks for international shipment clarifications. However, these standard periods may vary depending on the case.
Good to know: If your shipment has been damaged in transit and is not delivered by the carrier, or if your parcel has reached your recipient damaged, you will find further information here.
If you ship via your own carrier contracts, please always contact your carrier directly in the event of shipping problems, delays, loss or damage.
Any further questions? We're happy to help.