Raising a Courier Claim

If you need to raise a courier claim for any shipment, please see the below process.

Raise a support ticket to our team via The Client Services Portal 

• The Ticket category would be "1.01) Despatched Order Support"
• Select “Raise Courier Claim” from the reason box

Zendbox are unable to process a claim via email. If you have any issues, please raise a ticket.

We will raise the claim with the respective courier for the shipment. 

• Every courier will first be contacted to investigate the shipment, and we must do this within the time limit for each courier.
• Please note that claims can only be made for the cost of goods (CoGs). We cannot claim for any processing fees and customs charges.

The claim will be logged on our internal system, and the outcome will be visible on your monthly billing breakdown. 

• If a claim is rejected, it will state the rejection reason on the monthly billing breakdown.
• Depending on the courier, the time for a resolution from the claim varies, it can take up to 90 days for the claim to be resolved.

What next?

• If a resend is required, this must be actioned by your team, by raising a new order on your channel or directly in ZendPortal.
• If a refund is needed, this must be actioned by your team, we will not action any refunds to your customer.