COURIER CLAIMS
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COURIER CLAIMS *
COURIER AND PALLET SHIPPER CLAIM FORMS
We are aware that occasionally you need to raise a claim against the courier when things don't go to plan. When this happens, please use the claim forms below. Failure to provide all the information from the claim may result in your claim being delayed or rejected by the courier.
DPD LOCAL PARCEL CLAIM FORM - within 14 days of despatch
YODEL & EVRI PARCEL CLAIM FORM - within 12 days of despatch
For both Yodel and Evri you can now claim directly, you do not need to involve Scale 3PL.
Click here for Yodel Claims Process
Click here for Evri Claims Process
All claims are to be logged via the Customer Services portal through the link below -
https://support.itdglobal.com/hc/en-gb/requests/new
The account number is
165193 STARTUP LOGISTICS LTD T/A SCALE 3PL FULFILLMENT
Select option - Request: Lost/ Damaged/ Claim
In the Customer name field, you must put Scale 3PL or Startup Logistics, not your own business name.
fed ex PARCEL CLAIM FORM
Please click on the Fedex website and follow the process
https://www.fedex.com/en-gb/customer-support/contact.html?intent=18
User Name: claims@scale3pl.co.uk
Password: Scaleclaims123
SPRING PARCEL CLAIM FORM
If there is an issue that needs escalating, then please contact Spring directly at custserv.glm@spring-gds.com
They will need to ensure the tracking number is in the subject line, and explain what the issue is for CS to look into. (eg. End consumer saying not received parcel)
A ticket will then be raised and the CS agent will deal with this and revert back as soon as is possible. (They may need to chase final delivery partners etc).
If after any investigation the parcel is deemed as lost (by CS confirming this must be the case, shipment not delivered and no further scans after 30 days etc) then you can indeed put in a claim for the shipment. The claim process is outlined below, with support docs attached. In terms of cover, Spring have ?25 value amount that you can claim – remember this is the cost price and not retail price, and also an invoice to confirm/prove the cost will be needed.
Please find below a summary of the documentation required for processing claims:
Declaration of Non-Receipt (DONR):
Form attached – this needs to be sent to the end recipient who is claiming they have never received the parcel, and then sent back int Spring CS
Cost Invoice:
Required for the amount the item is declared at.
A copy of the retailers cost invoice to prove/confirm the item cost.
Claim Form:
Always required for audit purposes.
All clients usually provide a claim form per item/shipment.