Support Portal


Submission Document Requirements


Tracking Screen Shot 

When making a claim there must be proof that the shipment was received by the last mile carrier. The only valid proof of this i a screenshot of the carrier's or Seven Sender's tracking page showing the First Hub Scan event. Please note if you are on the Premium or Professional bundle the tracking screen shot will be automatically taken and uploaded for you

Must include:

  • Tracking ID
  • Status event of the first scan at the carrier hub including its time stamp


Declaration of Receipt (DOR)

Only required for investigation claims if the shipment has a delivery tracking event. 

Must include:

  • Sender information
  • Recipient’s address
  • Tracking ID
  • Signature (handwritten)
  • Date of signature


Damage Photos

For damage claims e need photos of the damaged goods and the parcel in order to proof that damage occurred during the transport and that the damaged items belong to the claimed tracking ID

Must Include

  • Photos showing the parcel from the outside with readable shipping label address
  • Photos showing the damaged items inside of the damaged parcel
  •  Detailed photos of the damaged items



For both damage and investigation claims we need a commercial Invoice as sent from the shop to the consumer with the respective value sold to the customer

Must include:

  • Seller information
  • Consumer information
  • Items shipped
  • Net amount value
  • Tax information


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