How to claim for a lost or damaged parcel

If a parcel has not arrived, appears to be lost in transit, or arrives damaged, the claim process depends on the courier and shipping service used.

This guide explains how to check the order, submit a shipping claim where available, and follow its progress.

Before you start

Find the order on the Processed Orders screen and check:

The order reference, customer and delivery address.
The courier, shipping service and tracking number.
The latest tracking events, including any delivery attempts or return-to-sender updates.
Which items and quantities are affected.

Make sure you are looking at the original shipment. A replacement order or a parcel being returned to the warehouse may have a different reference or tracking number.

A parcel showing as dispatched in Order Dispatch may not yet have a courier scan. If the courier says it has not received the parcel, contact us with the order number so we can check the dispatch and collection details.

For a damaged parcel, ask the customer to keep the item and packaging while the issue is reviewed. It is helpful to collect clear photographs of the damage, the packaging and the shipping label.

Which claim process should I use?

Shipment	How to proceed
Royal Mail — lost parcel	Complete our Royal Mail shipping claim form using the link below.
Evri	Open the order and use Shipping Claim. Follow the available options and any eligibility messages.
DPD or another courier	Check the order’s Contact Courier section for correspondence or claim instructions. Contact us if the claim requires access to Swift’s courier account, or you are unsure how to proceed.
Royal Mail — damaged parcel	Contact us with the order reference and damage details so we can confirm the appropriate claim route.

Making a Royal Mail lost-parcel claim

Royal Mail lost-parcel claims use a separate form. If the usual Shipping Claim option is missing from the order, use this link:

Complete the Royal Mail shipping claim form

Have the order reference and tracking number ready.
Open the form and complete the requested delivery and parcel details.
Check the information carefully and submit the form.

The information you provide allows our team to review the claim.

Making an Evri claim in Order Dispatch

Find the order on Processed Orders and open its details.
Select Shipping Claim.
Choose the appropriate Reason For Claim from the available options.
Select the relevant Category.
Use Comment to explain what has happened.
Under Items Claimed, tick Include next to each affected item. Check that the selection matches the items you are claiming for.
Review the displayed Claim Value.
Click Send Claim and check the confirmation or message shown.

Remember to select the items. Opening the claim screen and entering a comment is not enough if the affected items have not been included.

If the form asks for further information or shows an eligibility message, follow that guidance before submitting.

If the claim will not submit

The system says it is too early

Some claims cannot be submitted immediately after dispatch. If Order Dispatch says it is too early, follow the message and try again once the claim becomes eligible.

Couriers also have deadlines for submitting claims, so keep track of the order and contact us if you are unsure when to proceed.

There is an error

Check that you have selected the correct order and included the affected items. If the problem continues, contact us with:

The Order Dispatch order number.
The courier and tracking number.
A screenshot showing the error and the order number at the top of the page.
A short explanation of the steps you took.

Including the order number helps us investigate the correct shipment without having to ask you for it again.

The tracking page does not recognise the postcode

Use the delivery postcode, which may be different from the customer’s billing postcode.

For Evri parcels being returned to sender, also check whether the tracking page has switched to a separate return tracking number.

Checking your claim’s progress

Use the Claim Overview screen to review claims recorded in Order Dispatch. The overview brings together claim status, value, tracking information and item details.

The claim screen can show statuses including Pending, Submitted, Approved, Paid and Rejected. Where a rejection reason is available, review it before contacting us.

Courier correspondence can also be reviewed through the Messages screen or the order’s Contact Courier section.

If you submitted a claim through a separate form, or need help understanding an update, contact us with the order number and any claim reference.

Response times depend on the courier. Submitting a claim does not mean it has been approved.

Does every service cover loss and damage?

No. Cover depends on the courier, shipping service and account arrangements. A service that covers lost parcels may not include damage cover.

The amount recoverable may also be limited and may differ from the total order value. If you are unsure whether a shipment is covered, contact us before relying on compensation.

Sending a replacement

You can arrange a resend for your customer while the courier claim is being reviewed. Keep the original and replacement order references together so any enquiries can be matched to the correct parcel.

A replacement shipment and a courier claim are separate actions. Creating a resend does not confirm that the courier will approve the claim.

If the damaged item needs to be returned, see Returns Handling for return-label options.

Need help?

Email help@swiftecommerce.co.uk with the order number, courier, tracking number and a description of the issue. Include any relevant screenshots or photographs so we can check the details.