Welcome to our Carrier Inquiries information page. This guide is designed to help you understand the process of initiating an inquiry for lost, delayed, or damaged shipments.
A carrier inquiry is an investigation initiated when a package is delayed, lost, or has not reached its intended destination.
Our Role
As your logistics provider, we work as intermediaries between you (our clients) and the carriers. We initiate carrier inquiries on your behalf, helping to investigate and resolve issues with lost or delayed shipments. However, we depend on your assistance and information to proceed, and we are not liable for any package lost by the carrier. Refund claims are handled by the carrier, and we assist in this process.
To initiate a carrier inquiry, please reach out to our Customer Care Team via the CCC.
Pre-Requirements
- Lost Packages: Ensure you wait the required time before initiating an inquiry (varies per carrier). Generally, packages must be missing for at least 7–14 days beyond the expected delivery date before an inquiry can be initiated.
- Damaged Shipments: If the package arrives damaged, photographic evidence of the damage (external packaging and contents) is required before initiating an inquiry. Most times, this must be reported within 7 calendar days to meet the complaint deadline.
- Delivery to Wrong Address: In cases of misdelivery, we need proof of the incorrect delivery address along with a declaration from the intended recipient that the package was not received.
- One Inquiry at a Time: We can only manage a carrier investigation if your clients haven't already initiated one themselves. If a customer goes directly to the carrier and opens a case, that investigation is entirely under their control — we cannot take it over afterwards.
Documents to be Sent
Here you can find the list of documents you may need to send us, in addition to your Company Commercial Invoice.
Austria (AT4)
| Carrier | Required Documents | Additional Documents |
|---|---|---|
| DHL | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + Recipient Declaration of Non-Receipt In case of Damage: Photos of the inner and outer packaging | Recipient Declaration of Non-Receipt |
| DHL Express | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + Recipient Declaration In case of Damage: Photos of the inner and outer packaging | Recipient Declaration (EN + DE) |
| DPD | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + Declaration of Non-Receipt In case of Damage: Photos of the inner and outer packaging | Declaration of Non-Receipt |
| FedEx International Economy | Parcel Inquiry: Company Commercial Invoice + FedEx Claim Form Parcel Marked as Delivered: Company Commercial Invoice + Statutory Declaration In case of Damage: Photos of the inner and outer packaging + FedEx Claim Form | Statutory Declaration / FedEx Claim Forms |
| FedEx International Priority | Parcel Inquiry: Company Commercial Invoice + FedEx Claim Form Parcel Marked as Delivered: Company Commercial Invoice In case of Damage: Photos of the inner and outer packaging + FedEx Claim Form | Statutory Declaration / FedEx Claim Forms |
| GLS | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice In case of Damage: Photos of the inner and outer packaging | N/A |
| Post | Parcel Inquiry: Company Commercial Invoice + shipping costs Parcel Marked as Delivered: Company Commercial Invoice + shipping costs + Declaration of Non-Receipt In case of Damage: Photos of the inner and outer packaging + Damage Report | Declaration of Non-Receipt / Damage Report |
| Post Brief | Tracking number + short description | N/A |
| UPS Saver / Standard | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice In case of Damage: Photos of the inner and outer packaging | N/A |
Germany (DE3 & DE4)
| Carrier | Required Documents | Additional Document |
|---|---|---|
| BRT (DE3 only) | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + DOR In case of Damage: Photos of the inner and outer packaging | DOR |
| Colissimo (DE3 only) | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + DOR In case of Damage: Photos of the inner and outer packaging | DOR |
| Deutsche Post | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice In case of Damage: Photos of the inner and outer packaging | N/A |
| DHL | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + Non-Delivery Confirmation In case of Damage: Photos of the inner and outer packaging | Non-Delivery Confirmation |
| DHL Express | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice In case of Damage: Photos of the inner and outer packaging | N/A |
| DPD (DE3 only) | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + DOR In case of Damage: Photos of the inner and outer packaging | DOR |
| FedEx International Economy / Priority | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice In case of Damage: Photos of the inner and outer packaging | N/A |
| GLS | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + Declaration of Non-Receipt In case of Damage: Photos of the inner and outer packaging | Declaration of Non-Receipt |
| ParcelOne (DE3 only) | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + DOR In case of Damage: Photos of the inner and outer packaging | DOR |
United Kingdom (GB2)
| Carrier | Required Documents | Additional Document |
|---|---|---|
| DDP Royal Mail | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + Declaration of Non-Delivery for loss claim (new rule from 2 Jan 2024) In case of Damage: Photos of the inner and outer packaging SIY: Company Commercial Invoice + Posting method and location details | Declaration of Non-Delivery for loss claim |
| DHL Parcel | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + Non Receipt of Goods Form In case of Damage: Photos of the inner and outer packaging | Non Receipt of Goods Form |
| DHL Express | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice In case of Damage: Photos of the inner and outer packaging | N/A |
| Royal Mail (Tracked & Signed / Tracked) | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + Declaration of Non-Delivery for loss claim (new rule from 2 Jan 2024) In case of Damage: Photos of the inner and outer packaging SIY: Company Commercial Invoice + Posting method and location details | Declaration of Non-Delivery for loss claim |
United States (US2)
| Carrier | Required Documents |
|---|---|
| FedEx Domestic / International Economy / International Priority | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice In case of Damage: Photos of the inner and outer packaging |
| UPS Economy Worldwide / Ground / Saver | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice In case of Damage: Photos of the inner and outer packaging |
| USPS (Domestic) | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice In case of Damage: Photos of the inner and outer packaging |
| USPS First Class Mail / Package | N/A — Parcels are not insured, no claims can be made. |
France (FR1)
| Carrier | Required Documents | Additional Document |
|---|---|---|
| Colissimo | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + Customer's ID + Complaint In case of Damage: Photos of the inner and outer packaging | Carrier Claim Template |
| DHL Eco / DHL Express | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + Customer's ID + Complaint In case of Damage: Photos of the inner and outer packaging | Carrier Claim Template |
| Lettre Suivie (FUL) | No claim possible. | N/A |
| Mondial Relay | Parcel Inquiry: Company Commercial Invoice Parcel Marked as Delivered: Company Commercial Invoice + Customer's ID + Complaint In case of Damage: Photos of the inner and outer packaging | Carrier Claim Template |
While we help facilitate the process of investigating the shipment status and claim refunds, it is important to note that the carrier ultimately bears the responsibility for the package.
Required Information
To initiate an inquiry, please send us the following details:
Shipment Reference Number (Tracking Number)
Order ID or Invoice Number
Date of Shipment
Full Recipient Address
Details of the Issue (e.g., package delayed, lost, or delivered to the wrong address)
Any relevant communication with the carrier, if available
Required Documents
Certain documents must be submitted along with your inquiry to ensure the process goes smoothly:
- Commercial or Pro-Forma Invoice (with Net-Purchase Prices visible)
- Proof of Delivery Attempt (if applicable)
- Declaration of Non-Delivery (if required by the carrier)
- Photos (in case of damage): outer + inner packaging, and the product itself
Template for Carrier Inquiry Emails
Subject: Carrier Inquiry Request for [Tracking Number]
Dear CC-Team,
I am writing to request assistance in initiating a carrier inquiry for a shipment with the following details:
- Order ID + Tracking Number: [Insert Order ID and Tracking Number]
- Shipment Date: [Insert Shipment Date]
- Issue: [Brief description — e.g., package not delivered, package lost]
- Recipient Address: [Full recipient address]
Attached are the necessary documents: [attach documents needed]
Thank you for your assistance, and I look forward to your response.
Duration of Investigations
The duration of carrier inquiries may vary depending on the specific carrier and the complexity of the investigation. Typically, investigations take between 2 to 8 weeks, subject to the carrier's process and workload.
While we assist in facilitating inquiries and helping to claim refunds, we are not responsible for the outcome of the investigation. The carrier is ultimately responsible for any package loss. The refund process is determined by the carrier's policies, and delays may occur beyond our control.