EU client support

EU Courier and pallet claims

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

DPD NLVia supporteu@FedEx NLFollow FedEx processSpring NLAfter investigationMainfreight palletsVia Mainfreight
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 supporteu@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 NL

Parcels from Rotterdam
Submit via supporteu@scale3pl.co.uk

How it works

  1. Report it to us at supporteu@scale3pl.co.uk. DPD Customer Service then investigates: 1 to 5 working days for domestic shipments, 1 to 10 for international.
  2. We submit your claim to DPD's claims department, who reply within 5 working days of the investigation ending.
  3. Send us the signed liability notice and the sales or commercial invoice. Enter the purchase value and shipping costs only, excluding VAT, and complete every field.
  4. Damaged parcels: DPD will ask for photos of the package.
  5. Disputed deliveries: if DPD has a proof of delivery, they'll ask for a statement from the recipient.
  6. Payment: DPD confirms the outcome and amount, and DPD Finance pays out with a weekly remittance file.

Documents to download

Liability notice (aansprakelijkheidsstelling): always requiredConsignee statement / declaration of non-receipt
Arrival scan matters. DPD can only pay the purchase value if the parcel was scanned into their depot. Without that scan, claims are paid per kg under CMR rules.
Send everything together when you report a lost parcel. It speeds up the claim. Check DPD's general terms for products that can't be claimed.

FedEx NL

International express from Rotterdam
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 supporteu@scale3pl.co.uk and we'll send you the claims login.

Spring NL

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.

Mainfreight

Pallet shipments
Via Mainfreight

How to claim

Pallet claims are made through Mainfreight's own claims process.

Start a Mainfreight claim

Note any damage on the delivery paperwork at the time, and take photos.

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 supporteu@scale3pl.co.ukBack to client support