Processing Sendle Transit Claims (Damage or Loss)

Modified on Wed, 24 Sep at 3:13 PM

Purpose

To ensure all Sendle claims for parcels damaged in transit or lost in transit are submitted correctly and consistently, with all required documentation.

Scope

Applies to all staff responsible for handling Sendle parcel issues

Procedure

1. Verify Claim Eligibility

Confirm the issue is within Sendle’s claim timeframes:
- Damaged parcels: Claim must be submitted within 7 days of delivery.
- Lost parcels: Claim must be submitted within 10 business days after Sendle confirms loss, or after the final ETA if the parcel never arrived.

2. Gather Documentation

For damaged parcels:
- Photos of damaged item
- Photos of parcel packaging
- Photos of Sendle label with tracking reference
For lost parcels:
- Proof of value (Order Sales Invoice from Wiise)
- Any customer communication about non-receipt

3. Lodge Claim in Sendle Dashboard

Log in to the Sendle Dashboard.
Locate the relevant parcel under Tracking.
Select Manage Parcel → choose Damaged parcel claim or Lost parcel claim.
Complete the online claim form with:
- Parcel description
- Value of goods (attach Wiise invoice)
- Bank details for reimbursement
  
  Account Name: Permastik Pty Ltd
  BSB: 064000
  Account No: 16002468
- Covered Value will always show as $100.00 total

4. Apply Internal Requirements (Mandatory)

When completing the claim form:

Tick the box: “We’re the manufacturer”
Attach the Order Sales Invoice from Wiise
For “Insured elsewhere”, select No

Example:

5. Submit & Monitor Claim

Submit the claim through the Sendle portal.
Monitor claim status via Sendle emails and dashboard updates.
Follow up with Sendle if no response within 5 business days.

Example:

Notes

Claims submitted late will not be accepted by Sendle.
Missing or unclear photos often lead to delays or rejections.
Always use the Wiise invoice as proof of value.
Ensure “Insured elsewhere” is always set to No unless directed otherwise.