Once the shipment is in the status of "Delivered" or "Closed" in the History tab, you have the possibility to open a claim.

In this article we show you the available options:

If your shipment showed tracking information, but it was delivered to your customer after a significantly longer time than expected, you can open a claim for the reimbursement of the shipping cost.

If the delivery is lost in transit, you can claim the full cost of the goods as well as the shipping costs taking into account the shipping conditions of each courier.

It is important that you state the value of the lost product and also upload the sales or purchase invoice. Please note that if the lost shipment was sent without additional insurance, couriers will only refund the minimum amount required by law.

Outvio automatically claims compensation for both the loss of the goods and the transport costs.

In case a shipment has was damaged in transit, you can also claim the full cost of the goods as well as the shipping costs.

It is important that you state the value of the lost product and also upload the sales or purchase invoice. You will also need to attach an image that clearly shows that the damage of the product was caused during shipping.

All couriers weigh and measure the parcels after they have picked them up. If the information provided by you differs from the one registered by the couriers, weight (and rates) adjustments will be applied.

If you are sure that the parcel service has not indicated the correct weight, you can open a claim. Please note that a claim is only possible if the weight differs significantly. If you have weighed the parcel and it weighs 0.9 kg, but the courier has informed us that it weighs 1.5 kg, you cannot open a claim, as the couriers do not process the claims in such cases.

However, if the courier in the example above states that the parcel weighs 5.5 kg, you can submit a claim through Outvio, as the difference in weight is significant. We will ask the courier to check whether this is an error. If it is, the courier will pay the price difference.

In this article you can read more about incorrect weight adjustments.

In the event that your shipment is shown as delivered, but the recipient confirms that he/she has not received it, you can request more information from the courier by opening a claim.