How to Submit a Claim for a Shipment

You submit the claim directly from the shipment, and Swotzy files it with the carrier on your behalf.

Result After Completion

Once you've submitted your claim:

• Your claim is sent to the Swotzy support team for review
• The claim appears in Claims, where you can follow its progress and message our support team

Before You Start

Make sure that:

• Your shipment has one of these statuses: Delivered, Out for delivery, or In transit
• You have the evidence ready — photos of the damage (if necessary) and a commercial invoice confirming the value of the goods

For delivered shipments, you have 14 days from the delivery date to submit a claim. For shipments that have not been delivered, you have 3 months from the date the shipment was sent. After that, the option is no longer available.

You can have one open claim per shipment. If a claim is already in progress, the menu shows View your claim instead.

Step 1 — Open the claim form

1. Go to Shipment Overview
2. Click the shipment you want to claim for
3. Click the three-dot menu in the top right corner of the summary
4. Select Report a problem

Step 2 — Check the shipment details

The Shipment section is filled in automatically from your shipment. Nothing needs to be entered here.

Check that the carrier, tracking number, and recipient match the shipment you want to claim for.

Step 3 — Select what went wrong

In the What happened section, select one of the following:

• Damaged — the goods arrived broken
• Lost — the shipment never arrived
• Something else — a delay, missing items, or another problem

Your selection determines which fields and evidence are required.

For Damaged, fill in:

• What was damaged? — describe the damaged goods
• Outer packaging used — for example, cardboard box
• Inner packaging used — for example, bubble wrap

For Lost, fill in:

• Outer packaging used
• Tell us what happened — optional, but add anything that helps the carrier assess the claim

For Something else, fill in:

• Tell us what happened

Step 4 — Enter the value of the goods

In the What you are claiming section, enter the value of the goods in the Value of the goods field. Use the commercial value in EUR.

Compensation follows the carrier's own guidelines and limits, and the final payout is determined by the carrier. The awarded amount may be lower than the declared value, depending on the carrier's assessment and your insurance selection.

Step 5 — Add evidence

Carriers reject claims without proof. The stronger the evidence, the faster the payout.

Upload the following in the Evidence section:

• Photos of the damage — required for damaged shipments. Include a photo of the packaging before it was opened, photos of the inner packaging, and photos of the damaged goods
• Commercial invoice — required. Proof of the value of the goods you are claiming for
• Anything else — optional. Correspondence, packing lists, or any other proof that supports your case

Accepted file formats: JPG, PNG, and PDF.

Step 6 — Submit the claim

1. Review the details you have entered
2. Click Submit Claim

To finish the claim later, click Save Draft. Your draft is saved in Claims with the status Draft, where you can open it and submit it when your evidence is ready.

To remove the claim without submitting it, click Discard Draft.

What Happens Next

You receive an automatic email confirming that we have received your claim. Swotzy confirms receipt and begins examining it within five business days.

Once we have filed your claim with the carrier, you receive a second automatic email.

You can follow the progress of your claim and message our support team in Claims. For details, see How to Track and Respond to a Claim.

Need Assistance?

If you experience any issues while submitting a claim, our support team is here to help.

Contact us at support@swotzy.com