You submit a claim from the shipment in the Shipping Portal, once our investigation is complete. Report damage within 5 working days of delivery and a missing parcel within 10 working days of the (planned) delivery date. We do not handle claims sent by email.
We cannot approve a claim without a prior investigation or report. If you report too late, we cannot start an investigation or handle a claim. We do not compensate spoilage of Fresh and regular shipments.
What are the deadlines?
- Damage: report within 5 working days of the delivery date. This applies to all shipments.
- Spoilage (Frozen only): report within 5 working days of the delivery date.
- Missing parcel: report within 10 working days of the (planned) delivery date. See The recipient hasn't received the parcel. What now?
- Returned shipment not received: if it has still not reached you 15 working days after the last scan, request an investigation.
- Submitting the claim: within 10 working days of the outcome of the investigation.
Report damage or a missing parcel via webshop@trunkrs.nl or start a chat. We then start an investigation and let you know the outcome by email.
What do you need?
- Always: the purchase invoice or the sales invoice to your customer, and the weight of the shipment.
- For damage: photos of the damaged product, the entire outer box and the inner packaging or filling material. Is the outer box intact but the product broken? Then the cause usually lies with the packaging and we do not compensate the damage.
- For spoilage (Frozen only): a photo and/or video of the parcel, the contents and the box. This is required.
Submitting the claim
No access to the portal yet? Read How do I get access to the Shipping Portal?
- Select the shipment in the Shipping Portal.
- In the panel on the right, click the three-dot menu and choose Claim. The claim form opens in a new tab with the Trunkrs number already filled in.
- Fill in the form:
- Email address and subject: we send the decision to this address.
- The recipient's postcode.
- Reason for claim: Missing (Vermissing), Damage (Schade) or Spoilage (Derving).
- Type of compensation: per kilo or purchase price, as agreed in your contract.
- Weight: the weight of the shipment.
- Purchase price and sales price of the claimed products.
- Description: what happened and which product it concerns.
- Attachments: the invoice and, for damage or spoilage, the photos.
- Tick the box to confirm the form is filled in truthfully and click Submit. You receive a confirmation by email.
Our claims team lets you know the decision by email. Read more in What is the status of my claim and how is the compensation determined?