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How to submit a claim

About Seven Senders' Insurance

Seven Senders offers you insurance up to 750 Euro for every parcel delivered with us. No matter if lost or broken, we will deal with the hassle of claiming back the value of the goods. 

Insurance applies to all the shipments delivered with Seven Senders that have had a First Hub Scan or a Seven Senders Hub Scan event. This is because the insurance only covers the Last Mile. 

Documents Required to Submit a Claim 

  1. Screenshot of the tracking page (automatically captured for you if your are on Professional or Premium Plan). Please note - Tracking screenshot must include the shipment tracking ID and the event and timestamp of the first scan at the carriers hub
  2. Invoice. Please note - 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. Please note - Declaration of receipt must include the following; sender information, recipient address, shipment tracking ID, a handwritten signature and the signature date.
  4. (Damage only) Photos of the damage. Please note - You must provide photos showing the following
    1. Shipment from the outside with readable shipping label address

    2. Damage items inside the shipment 

    3. Detailed photos of the damaged items.


How to claim your parcel

  1. To claim a damaged or lost parcel with Seven Senders, 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. If the parcel is eligible to be claimed, a "Submit a claim" button will display on the shipment

  4.  Click on "Submit a claim" to open the Claims Centre where you can submit your claim. A side panel will open
  5. Follow the required steps and then submit your claim

Submit an Investigation claim

For parcels that have not reached the final recipient (either because the parcel was never delivered or because it reached the wrong recipient) an investigation claim can be filed. Select Investigation when the side panel opens to start your claim process. 

  1. Complete the shipment information. Some fields will already be populated with data, others you will need to provide.
  2. For Premium and Professional customers your tracking screenshot will be automatically taken for you 
  3. If your parcel was delivered to the wrong recipient, next step will require you to confirm the delivery date and to upload the declaration of recipient. If the parcel was never delivered, you will skip this step and be taken to the last one: invoice information. 
  4. For us to know the value of the lost goods, we need the net value of the invoice (also the currency is required) and the invoice in PDF format. 
  5. Click on Submit to finalise the process. 
  6. Now your claim is registered in our system and our insurance team will deal with it shortly after its submission. You might be contacted for additional information if required. 

Submit a Damage claim

For parcels that have been damaged (no matter if partially or entirely), you can file a Damage claim. 

  1. After selecting this damage, you can select if the damage was partial or whole i.e. it affected all the items in your shipment. 
  2. Just like in the Investigation claim, first thing to be completed is related to the shipping information: Tracking ID, carrier, First Hub Scan... Luckily, most of the fields will be already filled in. 
  3. You will then be required to describe the damaged items and upload several pictures (see above for details)
  4. Finally, complete the invoice details invoice details. For us to know the value of the lost goods, we need the net value of the invoice (also the currency is required) and the invoice in PDF format.
  5. Click on Submit to finalise the process. 
  6. Now your claim is registered in our system and our insurance team will deal with it shortly after its submission. You might be contacted for additional information if required.

Disclaimer

DACH region shipments can only be claimed through our platform if you have been enabled for DACH claim. Please contact Customer Service to get your shop enabled for DACH claims.


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