Investigations

Sometimes shipments, unfortunately, don't go as planned and can get delayed or lost. When this happens, we are here to help you resolve the issue as quickly as possible.

To get things back on track, the steps for starting an investigation depend on which shipping contract was used.

1. Shipments via Returnless Contract

If the shipment was sent using the Returnless shipping contract, you can initiate an investigation directly through your dashboard:

Navigate to the 'Shipments' section in the right-hand panel of the relevant dashboard.
Click the three dots (menu) next to the specific shipment and select 'Start investigation'.
A window will appear where you can fill in all the necessary details required for the inquiry.

2. Shipments via Your Own Contract

If a package was sent using your own shipping contract, you must contact the carrier directly to start an inquiry.

If the consumer is insured through us, there is an additional step

More About Insurances: [Link: View Insurance Docs]

Compensation Policy for Lost or Damaged Shipments

When a shipment is lost or damaged during transit, the compensation amount depends on the specific carrier used. Please find the breakdown of the terms for DHL, PostNL, and DPD below:

DHL and PostNL (AVC Conditions)

Shipments sent via DHL and PostNL are subject to the AVC conditions (Algemene Vervoerscondities). Under these standard industry terms, compensation is calculated based on the weight of the shipment rather than its retail value.

Standard Compensation: €3.40 per kilogram.
Key Detail: The final payout is determined strictly by the weight of the package, regardless of the actual purchase price or sales value of the contents.

DPD

The compensation structure for DPD differs from the standard AVC weight-based model. Depending on the specific circumstances and documentation provided, compensation is generally determined by the value of the goods:

Sales Value: In certain cases, compensation may be set at 50% of the sales value.
Purchase Value: Alternatively, compensation may be set at 100% of the purchase value (the cost price of the product).