UK client support

Courier and pallet claims

Occasionally a parcel goes missing or arrives damaged. Here's how to claim with each courier, what you'll need and how long you've got. Missing information can delay a claim, or get it rejected.

DPD Local14 daysEvri & Yodel12 daysFedExFollow FedEx processSpringAfter investigationPallets7 days
Before you claim

Have these ready

Order and tracking number

From the order in Mintsoft. Check the tracking first, in case it's still moving.

Cost invoice

Claims are paid at cost price, excluding VAT, not retail price. Keep product values in Mintsoft up to date.

Photos

For damaged parcels: the outer box, packaging and product.

Customer statement

For non-delivery, your customer may need to sign a declaration of non-receipt.

Something else went wrong? If you think an item was picked or packed incorrectly, don't raise a courier claim. Email support@scale3pl.co.uk with the order number and we'll review the CCTV footage from the packing desk.
Claim by courier

Choose your courier

DPD Local

UK parcels
Within 14 days of despatch

How to claim

  1. Complete the DPD claim form, with every field filled in.
  2. Include the order number, tracking number and cost value of the goods.
  3. Add photos if the parcel arrived damaged.
Claims must reach us within 14 days of despatch. We submit them to DPD for you.

Evri & Yodel

Claim directly, no need to involve Scale 3PL
Within 12 days of despatch

How to claim

  1. Log a request on the ITD Global customer services portal.
  2. Use account number 165193 (Startup Logistics Ltd t/a Scale 3PL Fulfillment).
  3. Select Request: Lost / Damaged / Claim.
  4. In the customer name field, enter Scale 3PL or Startup Logistics, not your own business name.

FedEx

International and UK express
Follow the FedEx process

How to claim

  1. Go to the FedEx claims page.
  2. Log in with the Scale 3PL claims account.
  3. Follow the FedEx claims process, with your tracking number and cost invoice to hand.
For security, we don't publish the login on our website. Email support@scale3pl.co.uk and we'll send you the claims login.

Spring

International parcels and packets
After Spring's investigation

How to claim

  1. Report the issue first. Email Spring at custserv.glm@spring-gds.com with the tracking number in the subject line and a short description, for example "customer says parcel not received".
  2. Spring investigates. They raise a ticket and may chase their delivery partners.
  3. Claim if it's confirmed lost. Usually once Spring confirms it, for example with no further scans after 30 days.
Cover is up to £25 per item, at cost price, not retail price. You'll need a cost invoice to prove it.

Documents you'll need

Most clients send one claim form per item or shipment.

Declaration of Non-Receipt (DONR): your customer signs thisClaim form: always required
Plus a cost invoice showing what the item cost you.

Pallet deliveries

Pallet network shipments
Within 7 days of despatch

How to claim

  1. Complete the pallet claim form, with every field filled in.
  2. Include the order number, consignment number and cost value of the goods.
  3. Add photos of any damage, and note it on the delivery paperwork if you can.
Pallet claims must reach us within 7 days of despatch.

Need help with a claim?

If you're not sure which courier carried an order or what to send, we'll point you in the right direction.

Email support@scale3pl.co.ukBack to client support