A damaged or missing parcel: what to do, in order

Some steps become unavailable after only a few days.Start with those that protect your rights, then make your claim.

What to do immediately

Refuse the parcel or record precise reservations

If the parcel arrives visibly damaged, you may refuse it. If you accept it, write exactly what you observe on the delivery note. “Subject to unpacking” alone is not enough. Describe the condition: box crushed on one side, sound of breakage inside, corner crushed.

Do not throw anything away

Keep the parcel, box, padding, film and label. Discarded packaging is one of the main reasons a claim is refused.

Take photographs before unpacking

Photograph the closed parcel from several angles, the readable label, then the opening and contents. Date your photographs if your phone does not do so.

Deadlines, clearly explained

Step	Starting point	Deadline
Reservations on the delivery note	At the time of delivery	Immediately
Written confirmation to the carrier, by registered letter	From the day after receipt	3 days, excluding public holidays
Claim to PackCover	As soon as you become aware of the loss or damage	5 working days

The 3-day period applies to a parcel delivered damaged or incomplete. It is extended to 10 days when you are an individual and the delivery driver did not allow you to inspect the parcel. Articles L133-3 of the French Commercial Code and L224-65 of the French Consumer Code.

A parcel that was never delivered does not require reservations because no delivery took place. Make your claim as soon as the tracking information or carrier establishes the loss.

For an international shipment, deadlines depend on the conventions applicable to the mode of transport and may differ. Check your carrier’s terms.

Make your claim online

Do not throw away or return the packaging, the padding or the damaged item before your claim is closed. This is the most common reason for refusal.

Your claim documents

Tracking number, to provideTicked when the tracking number is entered
Proof of shipment or shipping receipt, to provide
Invoice or proof of value, to provide
Photographs of the parcel and packaging, to provideIf the parcel was delivered
Photographs of the damaged contents, to provideDamaged parcel or partial theft
Written reservations on the delivery note, to provideIf the parcel was delivered
Carrier’s non-delivery certificate or tracking screenshot, to provideLost parcel or total theft
Police report receipt, to provideIn case of theft

Useful if you have it

Claim made to the carrier, to provideIf you have already made it
Repair quote, to provideDamaged parcel, if the item can be repaired

Documents to gather

In every case

Tracking number
Proof of shipment or shipping receipt
Invoice or proof of value
Claim made to the carrier (optional)

Damaged parcel

Photographs of the parcel and packagingIf the parcel was delivered
Photographs of the damaged contentsDamaged parcel or partial theft
Written reservations on the delivery noteIf the parcel was delivered
The packaging and contents, kept in their original conditionDamaged parcel or partial theft
Repair quote (optional)Damaged parcel, if the item can be repaired

Lost or stolen parcel

Carrier’s non-delivery certificate or tracking screenshotLost parcel or total theft
Police report receiptIn case of theft

What happens after your claim

1
Claim received
You receive an acknowledgement and a case number.
2
Completeness check
Your case is checked document by document.
3
Sent to the insurer
The case is sent only when it is complete.
4
Online tracking
You follow progress through to the decision.

What can cause a claim to be refused

We prefer to tell you what can block a claim before you prepare it.

A claim made after the deadline
A parcel delivered and accepted without reservations when the damage was visible
Packaging or contents that were not kept
No claim made to the carrier
A value that cannot be evidenced
Goods excluded from cover. View cover and exclusions

What about the carrier?

Making a claim to PackCover does not replace making a claim to the carrier. Both processes must be followed in parallel. Each carrier applies its own deadlines and rules.

Frequently asked questions about claims

I signed without recording reservations. Is it too late?

Not necessarily, but it is more difficult. Make your claim anyway, keep everything, and tell us exactly what happened. We will review the case.

My parcel is marked as delivered, but I never received it.

Report it as a lost parcel and ask the carrier for proof of delivery and the signature. Add the response to your case.

The carrier has already compensated me. Can I still make a claim?

Yes. Any compensation already received from the carrier is taken into account when the case is reviewed.

Do I have to pay to make a claim?

No. Making a claim and receiving assistance are included in the price of cover. Only the deductible remains payable by you if compensation is awarded. View pricing.

Can I claim for a delivery delay?

No. A parcel delivered late but intact does not qualify for compensation. View cover and exclusions.

How long does compensation take?

The timeframe depends on the completeness of the case and the carrier’s responses. We keep you informed of progress at every stage.