First check the status and proof of delivery. If the parcel is still missing, request an investigation. You can only submit a claim once the investigation is complete.
Request the investigation within 10 working days of the (planned) delivery date. After that, we can no longer start an investigation or handle a claim.
How to go about it
- Check the shipment in the Shipping Portal. Is it marked Delivered? View the delivery photo and GPS location, and ask your customer to check with the neighbours, in the stairwell or at the leave-behind spot.
- Wait a little if needed. Is the shipment not marked Delivered and does the status no longer change? Then request an investigation. For Fresh and Frozen you can do this straight away. Hasn't your customer confirmed it themselves yet? Wait until the next morning; sometimes a parcel is still delivered later in the evening.
- Request an investigation via webshop@trunkrs.nl or start a chat. Include the Trunkrs number, the shipping or delivery date and what has happened.
- Wait for the outcome. We keep you updated by email. The outcome states the cause, our findings and whether you can submit a claim. See also Can I get an update on the investigation into a shipment?
- Submit a claim if the shipment has been confirmed as missing. Read How do I submit a claim and what are the deadlines?