Claim Guidelines


At ParcelGuru, we prioritize the issue of lost and damaged parcels. We know how distressing and frustrating it can be when parcels are lost or damaged. Despite partnering with top-tier carriers, occasional hiccups are inevitable in the courier industry. We are committed to simplifying the claims process for our customers. However, filing a claim with the responsible courier involves specific steps and guidelines, which can take time. To ensure a smooth experience, please adhere to the claims procedures outlined below.

Note: Only an account holder is authorized to file a claim. If you are not the account holder, please reach out to the sender since they are the ones who can contact us on your behalf to make inquiries on your damaged or lost parcels.

Damaged Goods

Claim Checklist to process your claim, the following evidence is required, as mandated by all our courier partners:
  1. Photo(s) clearly showing barcode label with the AWB number.
  2. Packing video clearly showing content and outer packaging 360° view.
  3. Unpacking video on delivery clearly showing AWB number 360° view.

Claim Criteria for Damaged Goods

If your parcel's contents are damaged during transit, you are eligible to file a compensation claim. However, you must follow our claims procedure and meet the criteria outlined below. ParcelGuru's claims procedures are designed to improve the chances of obtaining compensation.

It is essential to adhere to ParceGuru's claims criteria, which is legally binding, to ensure that your claim is processed efficiently. Keep in mind that each carrier has its own specific criteria and terms for settlements and pay-outs

  1. Ensure that your goods are packaged in compliance with ParceGuru's Packaging Guidelines. You can refer to the Packaging Guide for more information
  2. All claims must be made in writing, and submitted by email within 48 hours of the delivery date.
  3. You must include photographic and video evidence of the damage caused, to both the packaging and goods inside with your claim.
  4. Do not move goods from the delivery address or remove them from their packaging. Keep them in their original packaging and readily available for the carrier to conduct their damage inspection.

Claim Liability for Damaged Goods

When products are lost or damaged during transit, carriers have varying liability standards. Generally, they compensate for the lesser amount between a predetermined value and the actual value of the product. Please ensure you preserve the product invoice, and that the sender/merchant declares the product value along with the invoice details.

Reasons a Damage Claim Can be rejected

The primary cause of damage is insufficient packaging. When preparing your parcel, it's crucial to consider its entire journey. Your package will be handled, loaded, and offloaded multiple times throughout transit, including off trucks, flights, conveyor belts, and x-ray machines/sorters. Additionally, other parcels will be stacked on top of yours, and your parcel may be stacked on top of others. It's essential to package your goods correctly by following our Packaging Guidelines to ensure their safe arrival.

Your claim is likely to be rejected if:

  1. There is no external damage to the packaging, but the contents inside are damaged. This suggests that the goods were not properly secured within the box.
  2. Inadequate cushioning and suspension within the package resulted in the contents being susceptible to movement and vulnerable to external impact during shipping.
  3. If the weight of your contents were too heavy for the size of the box, or the type of box used.
  4. The joins and openings of the parcel were not sufficiently secured for transit by packaging tape, and as a result the walls of the box to collapsed, or the parcel burst open during transit.
  5. You do not submit your claim request within 48 hours of receiving the damaged items.
  6. You do not have enough evidence to back up your claim - images and packaging videos.

Claims Procedure for Damaged Goods

In order for us to process your claim, we first need to evaluate the extent of damage to goods and ensure that they were packaged appropriately for courier transport. To accomplish this, we will need photographs of both the damaged goods and their packaging. In some instances, carrier may also need to perform a physical inspection of the damage.

Submit packaging photos and videos and supporting documentation within 48 hours of delivery, using the following guidelines.

Provide clear images of:

  1. External packaging - be sure to include images and videos that show any damage to the external packaging, such as dents or tears.
  2. Internal packaging (showing how each item was packaged) - Include images and videos that show any damage to the internal packaging, such as dents or punctures.
  3. Any damage to the item(s).

Provide supporting documentation to verify the repair or replacement value of the damaged items, such as a purchase receipt or invoice. Additionally, submit any extra information that may support your claim, like if the goods were packaged in the original manufacturer's packaging. This information can be very helpful in supporting your claim.

We take all evidence seriously and will carefully review it. Our initial response will be provided within 7-14 working days for claim processing. Depending on the inspection outcome, the claim may be accepted or denied. If accepted, the claim will be processed within 7-14 working days. If denied, a full explanation for the decision will be provided.

Lost Goods

At ParcelGuru, we know how stressful it can be when your parcels go missing. That's why we take this issue very seriously.

Lost goods usually result from either detachment of the shipping label during transit or inadequate packaging. Our team conducts thorough investigations, which can take 7-14 days. If the carrier is unsuccessful in locating your items within this time, they will declare the goods as lost, allowing you to file a claim for their value.

Claim Criteria for Lost Goods

Claim must be submitted in writing within 15 calendar days of the collection date. An original purchase receipt or invoice is required. If you are a business claiming for products you sell, a cost of sale invoice will be necessary. Please note that a sales invoice alone will not suffice.

Claim Liability for Lost Goods

When products are lost or damaged during transit, carriers have different liability standards. Typically, they compensate for the lesser amount between a predetermined value and the product's actual value.

Claims Procedure for Lost Goods

ParcelGuru will inform you as soon as your goods are declared lost by our courier partner. Additionally, we expect senders or merchants to report potentially lost/undelivered goods within a month from the pickup date.
  1. We will begin an investigation to locate your goods straight away; this investigation may take up to 14 calendar days to complete.
  2. If the investigation is unsuccessful, we will notify you and we will raise a claim request on your behalf instantly with our courier partners.
  3. It is import to include an original purchase receipt/invoice or if you're claiming for products you sell, a sale invoice will be required.
  4. Typically once your claim is received, we will process it and send you an email to confirm the outcome. For accepted claims, the settlement amount is credited to your wallet as soon as we receive Credit Note from our carrier partners; this entire process may take up to 45 calendar days.


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