If you ship regularly, it is inevitable to have incidents from time to time. Sooner or later, unfortunately, you have to face them whether the reason is lost, damaged, or extremely delayed shipment. Luckily we have the solution to speed up the process of managing your incidents!

Because we are aware of the problems that may arise with your shipments, in Outvio we offer the exceptional possibility to manage the incidents directly with the couriers. Instead of wasting time with emails that get lost in your inbox or spending money by calling 902 (in the case of Spanish couriers), you can take care of the incidents directly in the application and do it for free regardless of the plan you are using in Outvio.

Once you open a ticket, our support team will be the one who will deal with the conversations with the courier in order to solve any incident as soon as possible and reduce possible delays with your shipments.

You must be the one who opens the corresponding ticket for the incident or query. Once you open a ticket for the incident or query, we will take care of communicating your requests to the courier and giving you his answers. In the event that the courier requests more information, we will send you a message through the conversation so that you can provide us everything that is needed. Otherwise, or if there is no further action, we will inform you and the conversation will be closed automatically.

Trying to contact our customer service department only delays the process. In Outvio we have exactly the same information that you see in the application, we do not have any extra information. For this reason, to request more information about a shipment or an incident, contacting the courier is the fastest, most efficient, and comfortable way. You will also have all the support requests and incidents well organised, with its message history perfectly archived for each case.

Outvio is a shipping platform and is not a courier, it has no control over the level of service that couriers offer at all times and for each and every shipment. In Outvio we do not know why the delivery man in your area in Madrid has been missing for 5 days, why Correos has damaged your shipment, and we do not decide whether a claim for the delay is approved or not. All this, among many other things, depends on the courier, and it is important to know that it is the courier, not Outvio, who decides and who is responsible.

Although we offer pre-configured rates, you always have the possibility to use your own couriers and integrate them with Outvio. If you decide to send with the pre-configured rates in Outvio, the procedure of managing incidents is explained below.

Depending on the cause of the incident, you can require more information or make a claim either in the Tracking or History tab.

If any of your shipments have been a suspiciously long time in transit and suddenly are marked as "Exception", you need to take action. Depending on the situation, you can reach out to the courier via the application or alternatively manage the incident on the courier's website (in case the delivery address is incorrect or the package receiver was absent).

Although you have the option to contact the courier via the application, sometimes the courier might receive the required information too late and as a result, the package will be returned. It is nothing to do with Outvio as the information has been sent correctly to the courier but unfortunately, we can't force them to respond faster. Therefore, you can take control by clicking on the "Manage exception on the courier's webpage" button.

If you manage your incidents via the application the steps to be taken should be the next ones:

Next, you can select the reason for contacting the courier.

In case of damaged, lost, or extremely delayed shipment, you need to find the right shipment in the History tab and make a claim.

In the Support tab, you will see all your conversations with couriers.

It depends on the situation, but generally, it means that the reason for the claim is not allowed by the courier to be able to contact them.

When you open the ticket, you have to wait for the support team to pass you any information about it. In case the courier requests additional information, you will need to send it via the conversation. However, keep in mind that you can open only one support ticket per shipment.

Depending on the type of incident, some couriers allow management directly from the public tracking page of the shipment in question. Normally incidents of incorrect address or absent recipient (among others), you can manage yourself (or your client) in that way. In fact, Outvio shows your clients, in case of an incident, a button on the shipment's tracking page that takes them to the courier's website. They can directly manage these incidents there by themselves.

The courier opens the claim if you provide all the necessary documentation. If not, they most likely will not proceed with the claim.

Once we receive the resolution from the courier, our system automatically updates the claim. Please note that the decision of the courier is final and cannot be disputed.

In case the claim is associated with financial compensation from the courier and it is approved, from the moment of the claim being opened until the courier makes the payment, unfortunately months may pass.

Once we receive the financial compensation, we will credit it to your account in Outvio. For bank account payments, Outvio applies a cost of 10 EUR per incident.

NB! If you have incidents with customs-related problems please click HERE.

Couriers typically respond within a period of time ranging from a few hours to several days.

After a certain time, the support team will contact the courier about it again. However, Outvio has no control and is not responsible for how fast or slow the courier responds to messages, or if for any reason the courier does not offer any response to your messages.

If you contact us without having followed this protocol, unfortunately we will not be able to help you.