TABLE OF CONTENTS

• Documents Required to Submit a Claim 
• How to submit a claim via Parcel Finder
• If your claim requires a DOR
• If Seven Senders' tracking is incomplete
• How to submit a claim via Claim Centre
• Important Notice for Return Shipments
• Disclaimer

Documents Required to Submit a Claim 

1. Screenshot of the tracking page(automatically captured for you if your are on Professional or Premium Plan).
   1. Tracking screenshot must include the shipment tracking ID and the event and timestamp of the first scan and delivery date if required. The screenshot must be of the carrier's tracking.
   2. Tracking screenshot is not required for claim.me customers
2. Invoice. Invoice must include the following; your details, your customers details, item details (e.g name, quality, price per unit, etc.), total net amount and tax information
3. (Investigation only) Declaration of Receipt. 
   1. Declaration of receipt must include the following; sender information, recipient address, shipment tracking ID, a handwritten signature and the signature date.
   2. Only required in the case of delivery dispute i.e. when there is a delivery event but the consumer has not received the shipment.
4. (Damage only) Photos of the damage. You must provide photos showing the following

   1. The shipment from the outside with readable shipping label address

   2. Damage items inside the shipment 

   3. Detailed photos of the damaged items.

For further details on document requirements and examples of them can be viewed on our support article: Submission Document Requirements

How to submit a claim via Parcel Finder

1. To claim a damaged or lost parcel with Seven Senders via the Parcel Finder, you must first log in into the Seven Senders Portal
2. Once you are logged in, navigate to the Parcel Finder, represented by a magnifier glass. To learn more about Parcel Finder click here.
3. Once in the Parcel Finder, search for the tracking code or order id of the parcel you want to claim.
4. Click on the "Submit a claim" and a side panel will open. 
5. Follow the required steps to complete your claim submission
   

If your claim requires a DOR

1. Any investigation claim involving a delivered shipment, requires a DOR from the end consumer. 
   1. To help you collect this, we provide you the ability to generate either a pre-filled DOR or a link to where the end consumer can sign the document digitally (e-signature DOR).
   2. You will need to contact your Key Account Manager to purchase access and configure which DOR collection option you choose. 
2. Pre Filled DOR
   1. Simply click on the 'Download DOR'  button and select the language you need. After a few seconds the DOR will download.
      
   2. Each DOR comes pre-filled using the shipment information, as well as containing an instruction page explaining how they can digitally sign the DOR using tools such a Adobe Acrobat. 
3. E-signature DOR
   1. Click the DOR signing link button, then choose your preferred language from the options provided.
      
   2. After clicking the DOR signing link, a pop-up window will appear. After a few seconds, the signing link will automatically generate. Simply copy the link and send it to your customer.
      
   3. When your customer opens the link, they'll see the DOR pre-filled, ready for signing. The page automatically displays in their language and is optimised for both mobile and desktop devices.
   4. After signing the document, the customer can download their completed DOR immediately. You'll also receive a confirmation email with the signed document. If the customer decides to reject the DOR at any point, you will be notified by email, which will include the reason for the rejection.
      

If Seven Senders' tracking is incomplete

In some cases Seven Senders' tracking data may be incomplete. This can happen due to delays in receiving updates from the carrier or errors which stop the data ever arriving. As a result, Seven Senders tracking can be missing the key events of first hub scan and/or delivery date, even if they're present in the carrier's tracking.

If your shipment has incomplete Seven Senders' tracking data, you can still submit a claim, however you will need to

1. Manually enter the tracking data for the first hub scan date and/or the delivery date from the carrier's tracking
2. Upload a screenshot of the carrier's tracking page showing the missing events. This will serve as proof that these events occurred and confirm that the issue lies with Seven Senders' tracking.

Important note for shipments delivered by Seven Senders: A first hub scan is always required to submit a claim, and in the case of damage or missing item claims, a delivery event as well.

What is a first hub scan? A first hub scan is when the shipment is first scanned by the last mile carrier at one of their hubs. It is not when the shipment was created or registered or when it was picked up from the warehouse. 

How to submit a claim via Claim Centre

1. To claim a damaged or lost parcel with Seven Senders via the Claim Centre, you must first log in into the Seven Senders Portal.
2. Once you are logged in, navigate to the Claim Centre. To learn more about Claim Centre click here.
3. Once in the Claim Centre click on the button Submit a Claim and a side panel will open.
   
4. Follow the required steps and then submit you claim.

Important Notice for Return Shipments

In many cases, the delivery date we receive in the tracking data for return shipments reflects the date the package was delivered to the carrier’s hub, rather than your warehouse. This discrepancy can lead to damage and missing item claims being mistakenly declined, as the delivery date to the carrier's hub may fall outside our deadlines.

To prevent unnecessary claim rejections, we ask you to confirm the actual delivery date, i.e., the date when the package was delivered to your warehouse, during the claim submission process. This request only applies to return or portal return shipments where the deadlines have already passed.

Please note that your confirmation of the actual delivery date is legally binding.