It's frustrating when the Track & Trace shows “Delivered,” but your customer reports nothing has arrived. Or when a shipment hasn’t moved for several days.
Before you can submit a claim, you must always start an official investigation with us first. This step is mandatory.
Follow these steps:
Step 1: Do a quick check
First, check the shipment status in your shipping portal. This often resolves many questions right away:
-
Status shows “Delivered”?
Ask your customer to carefully check the stairwell, with direct neighbors, or at a “safe location” mentioned on the Track & Trace page. Also verify the GPS location of the delivery. -
Status does NOT show “Delivered”?
If the shipment hasn’t been scanned for 2 days, proceed to Step 2.
Step 2: Start an investigation
Still missing after the quick check? Report it to us so we can trace the parcel within our network.
- How? Send an email to our Customer Support team at Webshop@trunkrs.nl or request an investigation via chat. Always include the Trunkrs-number.
- Deadline: You must request an investigation within 10 business days after the last scan.
Step 3: What happens next?
Our investigation team will get started right away. We aim to complete the investigation within 5 business days.
The investigation team will keep you updated by email.
Important: Only after receiving confirmation that the shipment is “officially lost” can you submit a claim for reimbursement.
→ Continue to: How to submit a claim