Carrier Claims Procedure

Carrier Claims Procedure

Damage, Loss and Claim Handling Process

1. Introduction

This document explains the procedure for submitting and processing claims related to damaged, lost, missing, or disputed shipments created through the Ectaroship platform.

Ectaroship provides access to shipping services offered by third-party carriers, including but not limited to DPD, DHL, PostNL, FedEx, Bpost, Spring and others.

All claims are investigated and evaluated solely by the carrier, in accordance with their own liability rules and claim procedures.

Ectaroship acts as a facilitator in submitting and managing claims but does not control the final decision of the carrier.

2. Types of Claims

Customers may submit claims for the following situations:

Damaged Shipments

The shipment was delivered but the contents were damaged during transport.

Lost Shipments

The shipment cannot be located in the carrier network and was not delivered.

Missing Contents

The parcel was delivered but items inside the shipment are missing.

Non-Receipt Despite Delivery Status

The tracking status indicates delivery but the recipient claims the shipment was not received.

3. Time Limits for Claims

Claims must be submitted within the following time limits.

Visible Damage

Damage must be reported within 5 business days after delivery.

Missing Contents

Missing items must be reported within 5 business days after delivery.

Lost Shipments

Loss claims must be submitted within 25 business days after the expected delivery date.

Claims submitted after these deadlines may be automatically rejected by the carrier.

4. Required Documentation

To process a claim, customers must provide the following documentation.

Photos of the Outer Packaging

Clear photos showing the condition of the parcel box.

Photo of the Shipping Label

The shipping label must be clearly visible.

Photos of the Internal Packaging

Photos showing cushioning material and packaging protection.

Photos of the Damaged Goods

Photos showing the damaged goods together with the packaging.

Proof of Value

Invoice, receipt, or other proof indicating the value of the goods.

Without the required documentation, the carrier may reject the claim.

5. Packaging Retention Requirement

Customers must retain the original packaging, contents, and shipping materials until the claim investigation has been completed.

Carriers may request:

  • additional photos
  • inspection of packaging
  • inspection of the damaged goods

If the packaging has been discarded before inspection, the claim may be automatically rejected by the carrier.

6. Recipient Declaration Requirement

In cases where a shipment is marked as delivered but the recipient claims non-receipt, the carrier may require a signed declaration from the recipient.

This declaration confirms whether the shipment was:

  • received
  • not received
  • received damaged
  • signed for by the recipient or another person

The declaration must be completed and signed by the final recipient of the shipment.

Depending on the carrier, the following documents may be required:

  • Receiver Declaration Form
  • Declaration of Non-Receipt (Affidavit)
  • Legally Binding Declaration of Receipt / Non-Receipt

These forms typically require the following information:

  • recipient name
  • recipient address
  • shipment tracking number
  • shipment details
  • date
  • handwritten signature of the recipient

Failure to provide the required declaration may result in automatic rejection of the claim by the carrier.

Providing false information in such declarations may lead to legal consequences under applicable law.

7. Claim Submission Process

To initiate a claim, customers must follow the steps below.

Step 1 – Report the Issue

Customers must contact Ectaroship support and provide:

  • tracking number
  • shipment details
  • description of the issue
  • delivery date or expected delivery date

Step 2 – Submit Required Documentation

Customers must submit all required documentation including:

  • photos
  • proof of value
  • recipient declaration (if applicable)

Step 3 – Claim Registration

Ectaroship will submit the claim to the relevant carrier.

Step 4 – Carrier Investigation

The carrier will investigate the claim and may request additional information.

Step 5 – Carrier Decision

The carrier will determine whether the claim is approved or rejected.

Claim investigations may take between 2 and 6 weeks, depending on the carrier.

8. Possible Claim Outcomes

After the investigation, the carrier may:

Approve the Claim

Compensation will be paid according to the carrier’s liability rules and limits.

Reject the Claim

Common reasons for rejection include:

  • insufficient packaging
  • prohibited or restricted goods
  • missing documentation
  • failure to meet claim deadlines
  • lack of evidence of damage
  • absence of recipient declaration when required

9. Carrier Authority

Carriers reserve the right to:

  • inspect shipments
  • request additional documentation
  • refuse claims
  • confiscate shipments
  • destroy shipments that pose safety risks

These decisions are made solely by the carrier.

Ectaroship cannot override or modify the carrier’s decisions.

10. Compensation

If a claim is approved, compensation will be determined based on:

  • carrier liability limits
  • shipment documentation
  • declared value
  • carrier terms and conditions

Shipping costs may or may not be included depending on the carrier’s policy.

11. Exclusions

Claims may be rejected for shipments containing:

  • fragile items without proper packaging
  • liquids that leaked during transport
  • food products
  • prohibited or restricted items
  • improperly packed goods

Customers must follow the Ectaroship Packaging Guidelines and Restricted Items Policy.

12. Limitation of Ectaroship Responsibility

Ectaroship acts solely as a technology platform facilitating access to carrier services.

Ectaroship:

  • submits claims to carriers
  • communicates with carriers during investigations
  • informs customers of carrier decisions

However, Ectaroship does not guarantee claim approval and is not responsible for carrier decisions.

13. Fraud Prevention

Submitting false claims, manipulated documentation, or incorrect information may result in:

  • claim rejection
  • account suspension
  • legal action where applicable

14. Acceptance of the Procedure

By creating shipments through the Ectaroship platform, customers acknowledge and agree that:

  • they understand this claim procedure
  • they will provide the required documentation
  • they will comply with carrier claim requirements
  • claim decisions are made solely by the carrier.