Regrettably, sometimes parcels do get mislaid or damaged in transit. All claims must come from the retailer (our customer) directly and not the retailer’s customer as our contract is with you, the retailer. Customers who contact us directly will be directed back to you.
To claim for a lost or damaged parcel follow the steps below:
Step 1: Check if parcel is on its way to you
If your parcel tracking (opens in a new window) has not been updated for a few days, please do get in touch with us by selecting the ‘live chat’ button and one of our customer support team will be happy to help.
Step 2: File a query
We need to file a query with the carrier before we can raise a claim. You can only file a query 5 days after the first scan. To investigate a parcel and raise a query with Yodel (Collect+) we required the following information:
Tracking number
Customer email address
List of the items in the parcel
Yodel require 48 hours to locate the parcel. If Yodel cannot locate the parcel then we need collect the necessary documentation to raise a claim with Yodel.
Step 3: Gather your documents
The following documents are required for the carrier to handle the claim. They will investigate and assess the claim based on their findings and the information provided. Save all your documents until your claim have been resolved.
Required documents for loss claim
Provide the item's value, for example an invoice or receipt.
The retail value of the items but no document required for this.
Required documents for damage claim
Provide the item's value, for example an invoice or receipt.
Take clear photographs of the damage to both the packaging and the contents as these will be required for any claim to be considered.
Provide a detailed description of the item.
Step 4: File a claim
If you claim meets the criteria set out above Sorted will send you a claim form. It is important to fill in the form as complete as possible. If the everything is filled in correctly, the carrier can handle your claim in one go and this will therefore speed up the process.
What happens next?
The carrier will investigate the case and will provide you with an answer as quickly as possible. In the meantime, you will be kept informed when there are developments. The outcome of a claim can take up to 4 weeks.
How long do I have to start a claim?
A query must be raised within 14 days from the time it was dropped at the Collect+ store, after first scan and then a claim must be raised within 28 days from first scan. Claims filed after this period will be rejected by Yodel.
Note: Claims are paid out by the carrier Yodel not Sorted