How do I submit a claim through the portal?

You can submit claims for lost, damaged, or spoiled shipments directly via the Trunkrs portal. Don’t have access yet? → See here how to get access. This article explains the step-by-step process.

Step 1: Prepare (What do you need?)

First, gather all necessary documents and photos on your computer. Requirements differ depending on the type of claim.

Damage or Spoilage

• Documents: purchase invoice of the goods or sales invoice to the customer
• Photos:
  • Damaged product
  • Entire outer packaging (box)
  • Inner packaging (protection)

Missing Shipments

• Status: Check that an investigation has been completed and the shipment is officially registered as missing
  • Investigation not started yet? Request an investigation via webshop@trunkrs.nl (required)
• Documents: purchase invoice or sales invoice. 

Step 2: Submit the claim in the portal

1. Select the shipment for which you want to submit a claim
2. Click on the three dots on the right side of the shipment information
3. Click Claim. You will be redirected to the form
4. Fill out the form with all required information:
   • Email address: The email where the approval will be sent
   • Reason for the claim: loss, damage, or spoilage
   • Type of compensation: depending on contract, either per kg or sales price
   • Sales price: Amount paid by the customer
   • Purchase price: Amount paid by the webshop
   • Description (optional): relevant information about the product or reason for the claim, including weight if applicable
   • Attachments:
     • Sales or purchase invoice is mandatory
     • Photo of the product is mandatory for damage or spoilage; Trunkrs is not liable for damage to the product if the outer packaging is intact
5. Click Submit and receive a confirmation email

Step 3: What now?

Your claim has been submitted. Our Claims team will keep you updated via email.

Want to know how the status is communicated and how compensation is calculated? → See all about claim status and compensation