When shipping via Shipcloud business rates, we will handle the claim of damages with the carriers.
In this article, you will learn how to file a damage claim in connection with Shipcloud, which deadlines must be met by you and your recipients, and which documents are required for this. In addition, we share interesting facts about damages during shipping and the further transport of the parcels.
In this article👇
How to report a damage
If you are shipping via Shipcloud business rates and your shipment has been damaged, please always contact our support team via email at support@shipcloud.io. For this purpose, please always provide us with your Shipcloud shipment number and/or the tracking number of the carrier.
Deadlines to report a damage
Externally visible damage must always be reported directly to the driver on the day of delivery in accordance with § 438, para. 1 HGB. Damage that is not externally visible, that is noticed after receipt and was not externally visible at the time of delivery, must be reported within seven days after delivery in accordance with § 438, para. 2 HGB.
📌 Please note that non-compliance with these deadlines may result in the loss of possible liability claims. Therefore, please send us the necessary documents as soon as possible.
Required actions and documents
DHL
Shipcloud shipment number and/or DHL tracking number ➕ Copy of the sales invoice* ➕ Conclusive photos (carton, inner packaging and damaged goods) |
📌 In addition, the damaged shipment, including contents and outer packaging, must be presented to DHL for inspection at a parcel shop or postal outlet. DHL will then record and document the damage on site.
DPD
Shipcloud shipment number and/or DPD tracking number ➕ Copy of the purchase invoice* ➕ Conclusive photos (carton, inner packaging and damaged goods) |
UPS
Shipcloud shipment number and/or UPS tracking number ➕ Copy of the sales invoice* ➕ Conclusive photos (carton, inner packaging and damaged goods) ➕ Recipient phone number |
*Please mark on the purchase or sales invoice which items were damaged.
📌 Unlike DHL shipments, damaged DPD and UPS shipments do not have to be taken to the parcel shops for inspection. However, inform your customers to keep the damaged shipment including contents and packaging until final clarification. Under certain circumstances, the carriers may want to collect the parcel from the recipient for inspection. In this case, we will inform you via email so that a pickup can be made from your customer.
Upon receipt of your documents, we will claim the shipment from the respective carrier and file a damage claim in order to assert possible liability claims on your behalf.
As soon as the complaint has been finally processed by the corresponding carrier, we will inform you immediately and provide you with further information.
📌 Please note that the resolution of complaints with the carriers can usually take 4-6 weeks.
Good to know: damages during shipping and the further transport of the parcels
Damage in the course of transport may be caused by bumps, dropping or improper delivery.
If your package was slightly damaged during transport, your goods will usually be repackaged by the carriers and the shipment will then be forwarded. Normally the parcel services announce this in their tracking.
📌 Please note that in some cases the repackaging may take a little time, so you may have to expect a delivery delay of 1-3 business days.
If your shipment does not move forward after 3 days or the shipment status does not update, please also contact our support team. If your shipment does not move forward after 3 days or the shipment status does not update, please also contact our support team. We will initiate an investigation for you to clarify the status of your shipment. You can also find more information about shipping time complaints and investigations in this article.
Any further questions? We're happy to help.
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