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Smart Post Express CLAIMS PROCEDURE

Please note that the Smart Post Express claims procedure only applies to and can only be used by clients, who have signed a current Service Agreement with Parcelpoint Limited.

 

REQUISITE CLAIM PERIODS

Please be advised of the below time period in which claims must be submitted in order to be considered:



Reason For Claim

Maximum

Loss of goods

28 days from date of despatch

Damaged goods

14 days from date of delivery

Partial loss of goods

 

CLAIMS PROCESS

Step 1: Download the claim form here.

Step 2: Complete the claim form and return for assessment once completed.

Step 3: Your claim will be assigned to a Customer Services Agent and you will receive an acknowledgement that the claim has been received and is being investigated. This confirmation will also include a reference number and an agent's name to whom the file has been allocated. This should be referred to when contacting the Claims Department.

 

CLAIM REQUIREMENTS

Before submitting any claims, please ensure you can provide the following required forms of evidence otherwise the claim may not be accepted:

Proof of loss: Replacement UPI / JD number or copy of a credit note

Proof of Value: Original supplier / wholesalers invoice (this needs to exclude VAT and profit margin)

Proof of damage: Replacement UPI / JD number or copy of a credit note and/or photographic evidence of damage

Disputed delivery: In the case of a disputed delivery, where proof of delivery is available, a signed disclaimer form, from the intended recipient, which can be provided by the Customer Claims Department.

 

CLAIMS CONDITIONS

For claims conditions, please refer to your existing terms and conditions.

 

LIFECYCLE OF A CLAIM



1) Claim submitted within requisite period

2) Claim assigned to an agent for investigation. Reference provided for future queries.

3) Claim resolved. Outcome advised.