EU COURIER CLAIMS

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EU COURIER CLAIMS *

EU 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 NL PARCEL CLAIM FORM

Please find below the process for submitting a claim to DPD. It is important that you submit the claim directly to supporteu@scale3pl.co.uk.

Please also note that they need an arrival scan into their warehouse in order to claim the purchase value of the products. If they haven't received an inbound scan, they can only allow a claim based on AVR/CMR rules which means they will pay you out a rate per kg.

DPD NL Claims Process:

  1. Investigation Start
    DPD Customer Service will initiate an investigation (1–5 working days for domestic shipments, 1–10 working days for international shipments) when damage or non-delivery of a parcel is reported.

  2. Submit Claim to DPD NL
    Once the investigation is complete, our CS department will submit your claim to DPD's claim departement. The Claims Department will respond within 5 working days after the investigation is completed, informing you whether the claim has been accepted and is being processed.

  3. Send Liability Notice and Invoice

    You must send a liability notice (aansprakelijkheidsstelling) and the sales/commercial invoice to supporteu@scale3pl.co.uk.

    • The purchase value and shipping costs should be filled in on the liability notice. You can only declare the purchase value and shipping costs. (excluding VAT)

    • Please ensure that all fields are completed correctly, and the document is signed.

  4. In Case of Damaged Parcels
    If the parcel is damaged, DPD Customer Service will request photos of the package.

  5. In Case of Disputed Deliveries (POD issues)

    If there is any doubt about the signature—for example, a package is reported as undelivered but DPD has a Proof of Delivery (POD)—DPD Customer Service will request a consignee statement from the receiver of the parcel.

  6. Update on Claim Status
    DPD Claim department will notify you whether the claim has been processed and the amount that will be paid out.

  7. Reference to Finance Department
    DPD Customer Service will provide the reference number to DPD Finance, as provided in the liability notice (if applicable). DPD will send a weekly remittance file to your finance department.

  8. Payment Processing

    DPD Finance will process the payment. DPD will send a weekly remittance file to your finance department.

Documents to Download and send

Letter - This document must always be submitted to DPD when you wish to file a claim.

Confirmation of Receipt / Declaration of Non-Receipt) - This form should be used if your customer claims they have not received the parcel, but DPD has a POD.

Important Note:

We recommend that you send all required documents together when reporting a lost parcel. This will allow our Customer Service and Claims Department to process your case more efficiently and expedite the resolution.
Please also read our GTC carefully to see which products are allowed to be claimed and which ones aren't.

mainfreight PALLET CLAIM FORM

Please click here to complete Mainfreight’s claims process.

FED EX NL 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 NL 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.