When a customer experiences a lost, damaged, or stolen delivery, they can easily lodge a claim through your Parcel Protect case link. This process is designed to be simple, secure, and familiar for customers, so they can resolve issues quickly without contacting your team directly.
1. Accessing the Case Portal
Customers begin by clicking the case lodgment link on your website.
Merchants commonly place this link in their Contact Us, Shipping Information, FAQ page or footer.
The page clearly prompts the customer to start a claim if their item was lost, damaged, or stolen.
2. Verifying Their Order
Customers enter:
- Their order number, and
- The email or mobile number used at checkout
A verification code is then sent to them.
They enter this code to continue.
3. Selecting the Item and Issue Type
After verification, customers see all items from their order and select the one they’re raising a case for.
Next, they choose the type of issue:
- Lost – item never arrived
- Damaged – order item(s) damaged during delivery
- Stolen – theft of order item(s) after being delivered
Depending on the issue, the easy to use, self guided portal will request:
- A description of what happened
- Photos of damaged packaging and labels (for damaged cases)
- A police incident number (for stolen cases)
4. Submitting Details
Customers enter:
- The date the issue was discovered
- Delivery address
- A short description
- Contact information
After reviewing their details, they click Submit.
5. What Happens Next
Upon submission:
- The customer receives a case confirmation email
- The case appears in your Merchant Portal under Cases
- NTI’s claims consultants are notified immediately
Parcel Protect handles the rest of the process.