Carrier Claims Guide

If a return parcel is lost or damaged while in transit, a claim may be available depending on the carrier used and whether the shipment meets the carrier's eligibility requirements.

Important: Claims are subject to carrier terms and conditions. To avoid delays, we recommend reporting any missing or damaged return as soon as possible.

Evri

When can a claim be raised?

Unfortunately, Evri does not provide compensation or liability cover for lost or damaged return parcels

What happens if a parcel is lost?

If a return parcel cannot be located, ZigZag will work with Evri to investigate the shipment and attempt to determine its location. However, as the service does not include liability cover, compensation cannot be claimed for lost or damaged returns.

Information required for an investigation

To assist with the investigation, you may be asked to provide:

• Tracking number
• Item description
• Any additional information required to help locate the shipment

Yodel

When can a claim be raised?

Claims can be considered once Yodel has completed an investigation and confirmed that the parcel cannot be located. For the parcel to be eligible for claim, a query must be raised within 14 days of the in-transit scan. If the carrier confirms a claim can be raised, then we have 28 days from first scan to initiate the claim investigation.

Information required

You may be asked to provide:

• Tracking number
• Description of the returned item/s
• Proof of value – sales or cost invoice
• Sales and cost price of the item/s
• Any additional information requested during the investigation process

What happens next?

Yodel will investigate the shipment and determine whether compensation is applicable under their terms and conditions.

DPD UK

When can a claim be raised?

Claims can be considered once DPD has completed an investigation and confirmed that the parcel cannot be located. For the parcel to be eligible for claim, an investigation must be raised within 14 days of the first scan. If the carrier confirms a claim can be raised, then we have 28 days from first scan to initiate the claim investigation.

Information required

You may be asked to provide:

• Tracking number
• Description of the goods
• Packaging details
• Proof of value – sales invoice or cost invoice
• Photographs of the item and packaging for damaged shipments
• Any additional documentation requested by DPD

What happens next?

DPD will investigate the shipment and review the supporting documentation before making a claim decision.

UPS

When can a claim be raised?

All claims must be made within 60 days of the parcel entering the carrier’s network.

Information required

UPS may request:

• Tracking number
• Proof of value
• Invoice or purchase documentation
• Photographs of damaged goods
• Photographs of the original packaging (for damage)

What happens next?

UPS reviews the submitted evidence and may request further information before completing the investigation and issuing a decision.

Royal Mail

When can a claim be raised?

Claims must be raised within 37 days

Information required

You may be asked to provide:

• Tracking number
• Cost invoice
• Images of the item and packaging for damage claims

What happens next?

Royal Mail will review the evidence provided and inform you of the outcome once their investigation has been completed.

Best Practices for Successful Claims

To help avoid delays:

• Report lost or damaged parcels as soon as possible.
• Keep proof of value for all returned items.
• Retain damaged items and original packaging until the investigation is complete.
• Provide clear photographs when requested.
• Ensure all information submitted matches the tracking details of the return.

Following these steps will help carriers assess claims more efficiently and reduce the likelihood of additional information requests.