Courier shipments – complaints

Package delivery is a key task of any courier company. Nowadays, a huge number of people shop online and use parcel services, so the variety of parcel delivery options is very important. Our company offers 2 methods of parcel delivery, namely DPD and InPost courier delivery and InPost Parcel Machines. Each option has its advantages, but as in any field here, mistakes can also occur. Therefore, it is worth being prepared for such an eventuality and knowing how to handle the situation.  

What if your shipment is lost or damaged? No worries, all orders that leave our warehouse are insured against such eventualities. 

But to the point. If you notice that your package is crumpled, torn, generally speaking damaged, you have two choices – to refuse receipt or to accept the package, open it and draw up a damage report in the presence of the courier.

However, there are situations where from the outside the package does not look damaged, but the product inside is destroyed.  What then? 

DPD: In the absence of a written protocol when the courier delivers the package, it is necessary to fill it out yourself. The shipping company DPD uses an electronic protocol for this purpose (Electronic protocol), which should be made immediately after delivery of the shipment. This document, along with photos of the damaged shipment, should be attached to the complaint (

InPost couriers currently do not make additional trips to write a damage report, if it was not written upon delivery. Before filing a claim, you should fill out an abbreviated damage report online (  This procedure applies to damaged courier and parcel shipments. This is the only way to make a protocol.

The protocol should be accompanied by photos showing:

  • external packaging,
  • internal protection of the shipment,
  • damage to the contents.

Photos of damaged contents are necessary to consider the complaint. The protocol should be made within 7 days of delivery of the package. Confirmation of the protocol should then be attached to the claim (

Parcel Machines provide a simple way to file a claim when you pick up your package. All you need to do is use the appropriate option on the Parcel Machine and put the parcel back in the box. Then follow the on-screen instructions. A claim form will be sent to the recipient’s e-mail address. Fill it out and approve it (this is equivalent to filing a claim) within 14 days.

Our company offers various methods of package delivery, allowing you to choose the option that is right for you. However, if you find that your order has not arrived or has been damaged, report the matter to the appropriate courier company or contact us so that we can assist you.

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