Build a clear evidence record and use the correct seller or shipping-provider process.
Preserve what you have
For damage, keep the contents, internal packing, outer box and label. Photograph the condition before attempting repairs or discarding packaging. For a missing parcel, save the tracking timeline and handover evidence.
Avoid publishing addresses, labels or tracking screenshots with personal details visible. Share evidence through the provider’s stated support process.
Identify who bought the service
The person who paid for postage may need to start the carrier enquiry or claim. If you bought goods from a seller, contact that seller about the order rather than assuming you must resolve its shipping contract yourself.
Keep the order reference separate from the courier tracking number. Giving both accurately can help the provider connect the delivery record to the purchase.
Check the terms and the deadline
Acceptance, compensation exclusions, evidence requirements and reporting periods vary by service. Read the terms that applied when the service was bought and begin the enquiry promptly. Do not assume an item’s declared value automatically means that amount is payable.
A fragile or prohibited item may be treated differently. Keep value evidence and packing photographs, but do not alter a description after the event to make it appear eligible.
Write a concise issue summary
Record what was sent, when it was handed over, what the tracking shows and what outcome you are requesting. Keep copies of correspondence and any case number. If further review is needed, follow the provider’s escalation route.
SelectaParcel has not booked the shipment and cannot issue refunds or carrier compensation for another provider’s service. This guide helps prepare the facts; it does not determine liability.
Questions worth clearing up
Who should start the carrier enquiry?
Check who bought the shipping service and the provider’s process. The purchaser may need to raise the enquiry. If you bought goods from a seller, contact the seller about the order rather than assuming you hold its shipping contract.
Does declared value guarantee that amount of compensation?
No. Compensation depends on the actual terms, acceptance, exclusions, evidence and circumstances. Keep value records and packing evidence, but do not assume a value entered on a label overrides the product’s conditions.
Primary sources & editorial review
Reviewed on 7 November 2026. Rules can change; check the specific product, destination and current official guidance before sending. This independent explanation is not a quote or a guarantee.
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