How to file Chronopost claims for lost, damaged or delayed shipments

Imagine this: One of your best customers just placed a big order. You packed it up, shipped it with Chronopost, and marked it as done. A few days later, your inbox pings. “My parcel never arrived.”

You double-check the tracking. Nothing. Panic sets in. Not only do you need to resolve the issue with your customer, you now have to file a claim with Chronopost.

If you’ve ever had to claim compensation for a lost, damaged, or delayed parcel, you know the process isn’t exactly… easy. Different rules, confusing deadlines, and a whole lot of copy-pasting across spreadsheets, forms and emails. But here’s the good news: there’s a smarter way.

In this guide, we’ll break down the exact steps to claim refunds from Chronopost and how e-commerce merchants are ditching the manual work with automation.

Chronopost claims 101: Who can file, when to act, and what you need

Chronopost claims aren’t one-size-fits-all. Each issue type comes with its own rules and they’re not forgiving.

First things first: only you, the sender, can file a claim. That means if your customer reports damage or a missing parcel, you’re the one who has to step in.

Here’s when to act

Issue type	Domestic deadline	International deadline
Damaged goods	3 business days	14 calendar days
Late delivery	3 days	21 days
Lost parcel	After 30 days	Up to 1 year (as early as possible)

What you’ll need

To submit a valid claim, Chronopost requires a complete set of supporting documents. These are non-negotiable, and missing just one can lead to your claim being rejected.

• Tracking number: The unique code assigned to the shipment
• Proof of deposit: This can be a scanned drop-off receipt, a signed collection slip, or confirmation from a Pickup point
• Commercial invoice: The purchase invoice for the item, dated on or before the date of shipment, showing the product value and your company details
• Photographs (for damage claims):
  • External packaging with visible damage
  • Internal packaging
  • Damaged item
  • Shipping label on the parcel
• Delivery slip: If the parcel was delivered, the recipient must have noted any damage on the slip (with signature)
• Claim explanation letter: A clear, factual description of what happened, which service was used (e.g. Chrono 13, Shop2Shop), and what compensation you’re requesting
• Bank account details: For Chronopost to issue a refund if the claim is approved

💡Pro tip: Make sure all files are legible, high-resolution, and preferably submitted in PDF or JPEG format. If you’re missing any of these, it’s worth waiting an extra day to gather everything rather than risk rejection.

While the following section explains the manual claim process with Chronopost, keep in mind: it’s time-consuming, all over the place, and kind of a headache. Add multiple carriers, and it’s even more of a hassle. But no worries, we’ll show you a smarter, speedier way soon.

How to file a claim for a lost Chronopost parcel

There’s no worse feeling than a parcel that vanishes into thin air. It’s bad for the customer and brutal for your bottom line.

The twist? You can’t claim it immediately. You have to wait.

When is a Chronopost parcel considered lost?

Chronopost only considers a parcel officially lost 30 days after handover. Once that window closes, you’ve got to move fast!

Here’s how to file a lost parcel claim with Chronopost

Step 1: Confirm the parcel is truly lost

Before jumping into the paperwork, double-check the tracking status. If there hasn’t been any update for 30 days and no delivery scan is present, you’re likely dealing with a lost shipment. Make a note of the last known tracking update and date.

Step 2: Gather all necessary documents

Chronopost requires specific proof to investigate and validate a lost parcel claim:

• The tracking number or transport slip
• Proof of deposit or parcel handover
• A commercial invoice showing the product’s value
• A clear written description of the problem and timeline
• Your bank account details for reimbursement

If any of these are missing, pause until you can complete the documentation.

Step 3: Submit the claim online or via email

You can submit the claim in one of three ways:

• Online via your Chronopost professional account: Head to your Mon Espace Pro (Chronopost’s merchant dashboard). Go to “Mes Envois”, select the lost shipment, and open a claim form (“formulaire de réclamation”)
• By email to [email protected]
• By registered post to Chronopost’s customer service address. Be sure to include all supporting materials and use tracked mail.

Choose the channel that’s easiest for you and ensures proof of submission.

Step 4: Monitor and follow up

Once the claim is submitted, Chronopost aims to review and respond within 15 working days. Keep a copy of all communication and monitor your account for status updates. If you don’t hear back or the claim is denied, consider escalating through La Poste’s mediator.

Step-by-step: Filing a Chronopost damaged parcel claim

Crushed corners. Broken glass. Ripped boxes. Damaged deliveries are a branding nightmare…and a logistical one too.

Chronopost requires fast action and detailed proof. Your clock starts the moment the parcel is delivered.

Step 1: Inspect the parcel at delivery

Ask your customer to open the parcel in front of the delivery person, if possible. If damage is visible, it must be noted on the delivery slip with clear, signed remarks.

Step 2: Take detailed photos

Photos are essential to support your claim. Make sure to capture:

• The damaged items
• Internal packaging materials
• The outer packaging, showing clear damage
• The shipping label, clearly legible

Step 3: Collect supporting documents

In addition to the photos, prepare:

• Proof of parcel drop-off or shipping confirmation
• A commercial invoice proving the item’s value
• A written description of the incident, including delivery date and time

Step 4: Submit your claim promptly

The deadlines are short:

• 3 business days for domestic shipments
• 14 calendar days for international shipments

Use your Chronopost professional portal to submit, or send your claim by email or registered mail with all documentation.

💡Pro tip: Keep the packaging. Chronopost might request it for inspection. No photos = no proof = no refund.

Chronopost parcel arrived late? You might be owed a refund

We all know how important speed is in e-commerce. That’s why Chronopost offers guaranteed delivery times. When they miss them, you’re often entitled to a partial or full refund of the shipping fee. The catch? You only have a few days to file. Here’s how:

Step 1: Check the service level agreement (SLA)

Verify the type of service you used:

• Chrono 18 or Relais: Get 50% back if it’s 1 day late, 100% if it’s 2+ days.
• Chrono 13: If it’s not delivered by 14:00, you’re owed 50%. One-day delay = 100%.

💡Note: Only services with a guaranteed delivery time are eligible for a refund.

Step 2: Confirm the delay

Use Chronopost’s tracking system to verify the actual delivery date and time. Screenshots or official tracking logs are helpful here.

Step 3: Prepare your documentation

To claim a refund, you’ll need:

• The tracking number
• Proof of shipping fee payment
• A copy of the commercial invoice
• Any additional evidence showing the late delivery

Step 4: File the claim

Claims must be filed within:

• 3 days for domestic parcels
• 21 days for international shipments

Submit via your Chronopost portal, or send the full claim via email or registered mail.

Step 5: Track the resolution

Once filed, allow Chronopost up to 15 days to assess the delay and approve any reimbursement. Keep a record of your correspondence and follow up if needed.

Sending abroad? Here’s what changes for international Chronopost claims

International claims follow the same structure. But the stakes are much higher.

• Damage: You have 14 calendar days after delivery
• Delay: File within 21 days of delivery
• Loss: Technically, you have up to 1 year, but early is better

You may also need customs documents (CN23), and your claim may be passed between Chronopost and a local partner in the destination country.

Translation? Expect more paperwork, longer wait times, and higher rejection risk if you miss a step.

What Chronopost will (and won’t) reimburse

Chronopost doesn’t cover full value unless you’ve paid for extra insurance. Here’s what they offer by default:

Service type	Compensation cap
Chrono 18 / Classic / Relais Europe	€23/kg (max €690 per parcel)
Chrono 13 / Express / Relais	Up to €250 per parcel
Shop2Shop	€33/kg (max €1,000 per parcel)
2ShopDirect / 2ShopEurope	€23/kg (max €460 per parcel)

💡Note: Claims are only valid if the shipping fee has been paid and all docs are provided.

Why merchants struggle with manual Chronopost claims

Let’s be honest. Chronopost’s process isn’t built for scale.

• Each claim takes 20–30 minutes to handle. Multiply that by 100 parcels and you’re looking at 30–50 hours of admin work each month. Just for claims.
• Docs are scattered across inboxes, shared folders, spreadsheets, and chat threads. It’s easy to lose track.
• No central view of open issues or refund status. Teams have to manually chase updates from the carrier.
• Missed deadlines = missed refunds. And once the deadline passes, Chronopost won’t reopen the file.
• CS and Ops waste time on coordination. When support gets a WISMO ticket and operations holds the documents, collaboration becomes a bottleneck.

And when your customer service team is already buried in WISMO tickets, adding carrier claims to the mix? That pushes your team beyond capacity and risks lost revenue.

There’s a smarter way: Support Automation by Sendcloud

What if you could cut your claim processing time without sacrificing accuracy or refunds?
Sendcloud’s Support Automation gives you what Chronopost won’t: control. Instead of manually navigating each Chronopost claim, you can manage the entire process with a few clicks:

• Automatically receive updates: Smart automation manages carrier replies, anticipates next steps, sends reminders, and flags missing documents or info before they become blockers.
• Automated claim filing workflows: Automate claims instantly when issues are detected No more manual forms or chasing emails.
• Central status view: Instantly see all active Chronopost claims and delivery problems in one dashboard. No more inbox chaos.
• Multi-carrier overview: Handle claims for all your carriers, not just Chronopost, in one unified flow.

No more copy-pasting. No more digging through inboxes. The real outcome? Up to 8x faster claims resolution, with fewer errors and way more refunds reclaimed.

“By communicating delivery issues proactively, we saw an immediate CSAT and Trustpilot increase.”

Chronopost claims, made calm

Delivery issues are inevitable. Admin chaos doesn’t have to be.

With Support Automation, you move from reactive firefighting to proactive control. It automates all the manual steps, from Chronopost claim to resolution, so you can spend less time chasing refunds and more time growing your business.

Skip the claim chaos today with Sendcloud’s Support Automation.

Book your free demo here!

 

* Disclaimer: This playbook summarizes common Chronopost claim rules as of 2025. Always verify against the current Terms & Conditions and local transport law.

 

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