Claim Resolution
Claims can occur for various reasons. Below are the most common types of claims and a list of documents required for each type to ensure successful resolution.
Claims are handled directly through the Mailship portal, where you can submit and track their progress: Claims Resolution Process
Damaged Shipment
The delivered shipment included a product that was physically damaged (e.g., spilled, broken into pieces, torn, etc.).
Required documents:
Photos of the damaged product
Photos of the shipping package from all sides (especially any visible damage)
Photo of the shipping label
Customer (sales) invoice
Purchase (supplier) invoice – of the damaged products
Damage Report (if filled out by the recipient at delivery)
Important!
CZ: If the shipment was delivered by Česká pošta, the recipient must submit the claim at the local post office no later than 2 working days after pickup.
CZ: If the shipment was delivered to a pickup place in the Czech Republic via Zásilkovna and the damage was discovered after pickup, the recipient must submit the claim themselves.
Missing Item from Shipment
Example: The invoice lists 2 products, but only 1 product was found in the package.
Required documents:
A photo of the received products (just one photo where all items are visible) – we handle this individually; for orders with 20+ products, not all items need to be photographed
Photos of the shipping package from all sides (especially any damage)
Photo of the shipping label
Customer (sales) invoice
Purchase (supplier) invoice – of the missing product
Sworn Statement – Missing Product in Shipment
Damage Report (if filled out by the recipient at delivery)
Handover to Third Party
The shipment is marked as delivered according to the shipping carrier’s tracking, but the recipient did not receive it.
Required documents:
Customer (sales) invoice
Purchase (supplier) invoice – of all items in the order
Sworn Statement – Undelivered Shipment
Lost Shipment
The shipment was not delivered to the recipient. According to tracking, it hasn’t moved for more than a week.
Required documents:
Customer (sales) invoice
Purchase (supplier) invoice – of all items in the order
Data Shipment
The shipment was not delivered to the recipient. According to tracking, the shipment does not exist or appears that has never been physically handed over to the carrier.
Required documents:
Customer (sales) invoice
Purchase (supplier) invoice – of all items in the order