If damage or loss has occurred - do this immediately!

If you discover damage - Tear, hole, opening, pressure damage or moisture on outer packaging upon delivery so you must note the word "damage" in connection with your signature. Download our checklist and hang it where you receive gods - that way you and you colleagues will know what to do when the deliveries arrive.

Check the contents immediately after signature - Notify us as soon as possible, but no later than 7 days from the received date, that something is damaged or gone. Even before you open, you should take pictures to document damages.

Save all packaging and contents - In case of transport damage, packaging and contents must be available for possible inspection by the carrier and Shiplink. Goods may not be moved or discarded before the carrier and we have finished working with the complaint.

Take pictures - Good, clear overview pictures of the goods, the damages and the contents will make it easier to work the case. As well as close-ups are important! The better the images, the faster and smoother goes handling. To supplement with moving material, e.g. filming with the phone is also a good idea (max file size 2 MB/image).

Contact us - You can call 010-20 706 66, email kundservice@shiplink.se or let us know via the chat on Shiplink.se. When we have received the information, we will send you an email with a form to register a complaint.

Once we have received all the required information, we will investigate whether you have the opportunity to receive compensation for the damage or loss. It can take different lengths of time depending on the carrier and the carrier's administrative capacity. Usually a decision is made within 2-4 weeks but it can go faster and unfortunately also take longer , up to 2-3 months depending on the complexity of the case.

⚠️ If we have not received notification of damage or loss within 7 days of delivery, there is a risk that you can not receive any compensation.

If an item is damaged or lost

If bad luck occurs and an item is damaged or lost, it is possible to receive compensation. What compensation you are entitled to depends on whether you as a freight booker/sender have followed the required responsibilities, and whether you have chosen to be included in Shiplink´s goods insurance or not.

If you have chosen not to be included in Shiplink's product insurance and have not taken any insurance through your own insurance company, the transport is covered by a basic protection. Then the reimbursement level is based on weight, ie what the goods weigh. It differs from a goods insurance where the reimbursement level is based on the value of the goods.

Basic protection & goods insurance

All transports you book with us are covered by a so-called basic protection . In the event of damage or loss, you are entitled to compensation, if you have followed your responsibility as a freight booker and sender. It is important to know that the compensation for the basic protection is based on weight (what the goods weigh) and not the value (the value of the goods). The compensation if you have been included in Shiplink's product insurance (even then you must follow your responsibility as a freight booker and sender) is based on the product value (what the content is worth).

📌 Do you know what responsibilities you must follow as a freight booker and sender? As well as more about basic protection and product insurance, you can find here.

How do you report a complaint? Gradually.

Contact us
At the first contact with us to report, you do not even need to know if there is any actual damage to the goods.
We only need to know the booking number and if there is a damage to the outer packaging or any of the delivery that is missing.
You can call 010-20 706 66, email kundservice@shiplink.se or let us know around the clock via the chat at [Shiplink.se] (www.shiplink.se).

When you contacted us
When you have notified us that something is broken, missing or wrong, you will receive an email with a link to our claims form.
In it, you should give us all the necessary information we need to work on your case.

Before filling in the complaint form
Before you start filling in the form, it is a good idea to provide information on the damage and form an opinion about it so that you can explain it to us.

Materials we need in the complaint
Pictures of the packaging. Preferably before you open the packaging and check the content. For us, it is important to try to see how the damage may have occurred. We need to see overview and detailed pictures of the actual damage to the packaging (max file size 2 MB/image)

Images of damaged content. These pictures need to convey in what way the damage affects the content. Keep in mind that we do not know your goods as well as you do, so we may need to see more than you need to understand the damage. We need to see overview and detailed pictures of the actual damage to the content (max file size 2 MB/image).

Prepare a basis for the value of the product. Without a basis for the value, we can not provide any compensation. If it is possible to repair the damage or if your customer is satisfied with a reduction instead of a new item, we want a basis for that amount (max file size 2 MB/file).

If it was not you who received the goods, feel free to ask the recipient how the delivery went. And whether they signed damage when they received the goods or not. Maybe the driver said something to them about the injury. All info is useful for investigating what happened.

Fill in the complaint form
Click on the link in the email you received from us or directly here and fill in the form according to the following points.

Enter booking number for the shipping of the damage and press search.
You can find the booking number on My pages or on the booking confirmation you received by email.

Check that the correct transmission is displayed.
It will say what date you placed the booking, what number of packages, which place it went from and which place it would be left to.

Select whether the complaint applies to Damaged goods or Lost goods.

Indicate if you are the recipient or sender of the goods.

Give contact information to the person we are going to talk to regarding the complaint

Describe clearly how the goods have been packaged. We need to know which materials have been used. An example of a clear description can be: The product was packed in bubble wrap then shaped styrofoam around the outer edges of the product. Laid in a customized cardboard box of double corrugated cardboard. The box is closed with packing tape.

Describe clearly the extent of the damage . We need to understand your product and in what way the damage affects the function and value of your product. Sometimes it's obvious other times we may need more information to understand. Feel free to link the description to the pictures. An example of a clear description is: Protruding arm on slot machine has come off, in picture no. 2 it can be seen that the arm has come loose from the plastic attachment itself. You see small plastic parts - There the arm should be stuck in the attachment is damaged, can not be repaired - there are no spare parts. The item has no function without the arm.


Briefly describe what it is for type of product / content. Example: money box in the form of a slot machine

Answer the question whether the product can be repaired or not

If it can be repaired, state estimated cost for it and which currency

Enter the the value of the damaged product or the sum of the claim for compensation and in which currency it is

Add pictures (max file size 2 MB/image) on the damage and on the packaging

Add trade invoice / Customer receipt or other basis for item value (max file size 2 MB/file)

Press send

✅ Done! Now we take care of the case and push the carrier to get an reply. It is part of the service you buy from us that we help you run this - so you can devote yourself to your business instead.

What happens next?

When we have received and reviewed your application, you will either receive an email stating that we have received your complaint or an email asking you to complete with more information, photos or explain in more detail at some point. Once we have received all the information we need, we process your case against the relevant carrier and will normally return to you only when the case has been settled, or if there are questions that we can not answer.

⏱ If you have not received any contact at all from us within 3 working days after you made the complaint, you are welcome to contact customer service and check that the complaint has gone through properly.

Quality management of your case

We have continuous checks every week of all current matters with us and strive for a fast and smooth handling for you. Sometimes, however, it takes time for everyone involved to submit their information in the case and this can mean that it takes time.


If you want help or feel unsure about anything - feel free to contact customer service. We are here to answer all your questions. You can reach us via chat at shiplink.se, email: order@shiplink.se or phone: 010-20 706 66

Updated on: 20/06/2022