How to file a shipping claim?
If a parcel shipped through Montonio's contracts is lost or damaged in transit, you can file a claim. Montonio will act as your main point of contact and manage the claims process with the carrier on your behalf.
If the parcel was sent using your own direct carrier contract, please submit the claim directly with the carrier.
When can you file a claim?
You can file a shipping claim in the following situations:
Lost parcel | The parcel has not been delivered and tracking shows no updates for 7+ business days. |
Damaged parcel | The parcel or its contents were damaged during transport. |
Missing contents | The parcel was delivered but items are missing. |
What information do you need?
To file a claim, please have the following ready:
Shipment tracking number
Description of the issue — Describe in detail what happened
Photos of damage — For damaged parcels, include photos of both the packaging and the damaged contents
Value of the shipment contents (excluding VAT)
Proof of item(s) value — An official confirmation proving the purchase value, excluding VAT, could be a purchase document from your supplier.
Bank account number (IBAN) — For receiving compensation
How to file a claim?
Step 1: Contact Montonio support via chat or email at [email protected].
Step 2: Provide all the information listed above.
Step 3: Montonio will file the claim with the carrier on your behalf.
Step 4: The carrier will investigate (typically 2-4 weeks based on carrier terms).
Step 5: Montonio will share the decision with you and arrange compensation if approved.
What compensation can you expect?
Lost parcels: Based on the declared value (excl. VAT), up to the carrier's maximum liability.
Damaged parcels: Partial or full, depending on damage extent and packaging compliance.
Shipping cost refund: May be credited on your next invoice or refunded directly.
Typical claim handling timeline
Day 1 | You report the issue to Montonio. |
Day 1-2 | Montonio files the claim with the carrier. |
Week 2-4 | The carrier investigates and responds. To ensure a faster resolution, provide all supporting documentation upfront. |
After response | Compensation is applied to your next invoice or transferred directly to your IBAN within 15 business days, subject to the carrier's terms. |
Packaging requirements
To avoid claim denials, ensure your parcels meet carrier packaging standards:
Use a sturdy outer box appropriate for weight and size
Wrap fragile items individually with bubble wrap
Fill empty space with packing paper to prevent movement
Apply a Fragile sticker for breakable items.
Ensure the shipping label is securely attached
Packaging requirements based on carrier
Below you can find the relevant terms and conditions for each carrier.
Omniva | |
Unisend | |
DPD | |
SmartPosti | |
Montonio International shipping |
Please note that the Delivery Services are provided to you by Montonio as reseller. Delivery is performed by the selected Carrier under its standard terms (Carrier Terms). By activating different Carriers for your store, you have accepted Montonio's Shipping Services Terms and the Carrier Terms.
Since delivery is handled by the selected carrier, the final decision on the claim resolution will be made by the Carrier. Montonio is not responsible for the Carrier's decision.
Frequently Asked Questions
Can I file a claim directly with the carrier?
No. Since you ship through Montonio, claims must be filed through Montonio support. We handle all carrier communication on your behalf.
What if the carrier denies my claim?
Montonio will share the carrier's reasoning with you. You can provide additional evidence, and we will forward it to the carrier for reconsideration.
How long do I have to file a claim?
File as soon as possible, ideally within 30 days of the shipment date.
My customer didn't take photos of the damage. Can I still file?
You can try, but photographic evidence significantly improves the chances of success. Ask your customer to document whatever they can.