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

Lost parcels. Damaged orders. Delayed deliveries. Delivery issues are stressful enough — but filing a claim with Colissimo? That can feel like a full-time job.

If you’re an e-commerce merchant shipping within or to France, Colissimo is likely one of your go-to carriers. But when parcels get lost, damaged, or delayed, recovering your money can be surprisingly painful. From confusing rules to tight deadlines and mountains of paperwork, the manual process can turn even the smallest issue into a major headache.

This guide will help you get it right. We’ll break down exactly who can file a Colissimo claim, when to do it, and how to make sure you don’t miss out on the refunds you’re owed. Plus, we’ll show you how to leave the paperwork behind and automate the whole thing.

Colissimo claim basics: Who, when, and what you need

Before diving into the step-by-step, let’s get one thing straight: Colissimo doesn’t offer a one-size-fits-all claim process. Whether or not you’re eligible to file, and how to do it, depends on a few key things.

Who can file a Colissimo claim?

You can file a claim with Colissimo if you are:

• The sender of the parcel (a.k.a. your business)
• The recipient, but only if the parcel was sent without a direct contract or via consumer services
• A merchant using a direct Colissimo contract, either standalone or via platforms like Sendcloud

Important: Claims must be submitted by the contract holder. If you use Colissimo through another platform (e.g., marketplaces or third-party fulfillment), they may have to file the claim on your behalf.

When can you file a Colissimo claim?

Colissimo accepts claims for four main reasons:

Issue type	When you can claim	Deadline (domestic)
Lost parcel	No delivery + no movement in tracking	6+ business days, up to 70 total
Damaged item	Contents visibly damaged	Within 3 calendar days
Delay	Delivered late (only if under SLA)	Varies by contract
Overcharge	Billing mistake or wrong rate applied	Varies

For international parcels, timelines may extend to 30 days — but don’t wait longer than necessary. The earlier you act, the better your chances.

What documents you’ll need

Here’s where things get sticky. Colissimo requires a decent amount of paperwork, and missing even one piece can result in a denied claim.

• Tracking number and shipping label
• Proof of deposit (system tracking or drop-off record)
• Proof of value (invoice or order confirmation)
• Photos of the packaging (outside and inside)
• Photos of the damaged item (if applicable)
• Delivery slip with mention of issue (if signed)
• Company SIRET/SIREN number (for French businesses)

💡 Pro tip: Always keep the original packaging until the claim is fully processed.

Filing a Colissimo claim isn’t just about checking boxes. The process differs depending on whether your parcel was lost, damaged, or simply delayed, and each case comes with its own rules. Let’s walk through them one by one.

Fair warning: it’s a drawn-out, fragmented process that can really test your patience. The good news? We’ll walk you through a much faster and easier method soon.

How to file a claim for a lost Colissimo parcel

Lost shipments are more common than you’d think. Especially around peak season. But Colissimo won’t consider a parcel “lost” until a set amount of time has passed.

When is a parcel considered lost?

A shipment is generally considered lost if there’s been no movement or delivery update for 6 business days (domestic) or up to 30 days (international).

💡 Pro tip: Don’t file too early! Colissimo will likely reject the claim. Miss the 70-day max filing window, and your claim is automatically denied.

Step-by-step: Filing a lost Colissimo parcel claim

Step 1: Wait for the claim window to open

Track the shipment on the Colissimo platform. If there’s been no status update (like “in transit” or “delivered”) for 6+ business days, it’s time to prepare your claim.

For international shipments, confirm the country-specific wait time with Colissimo — these range from 7 to 30 days depending on the route.

Step 2: Gather all required documents

Make sure you have:

• The tracking number
• Proof of deposit, such as a shipping confirmation or the drop-off receipt
• A sales invoice (or commercial invoice) proving the value of the contents

Step 3: Log into Colissimo Box

Access your Colissimo Box account. This is your secure customer space for managing shipments and filing claims.

From the dashboard:

• Navigate to “Outil Suivi Colis”
• Locate the relevant shipment using the tracking number
• Select the “Non-livré” (undelivered) issue type from the dropdown menu

Step 4: Submit the claim

Upload the required documents. Make sure file sizes and formats match Colissimo’s portal requirements (PDF, JPEG preferred).

Double-check:

• The invoice matches the recipient and parcel content
• The tracking number matches the parcel on file
• You’ve included proof of deposit — this is a common reason for rejections

Once everything is complete, submit the claim and take note of the reference number.

Step 5: Follow up — and escalate if needed

Claims usually take up to 15 working days to be processed. You’ll receive an email update when Colissimo starts reviewing the case.
If you haven’t heard anything within 2 months, you can escalate:

• By email: [email protected]
• Or by registered letter to:
  Service Client Courrier et Colis (Colissimo Recours)
  14 rue Antoine de Saint‑Exupéry – BP 7500
  88107 SAINT-DIÉ-DES-VOSGES CEDEX

How to file a claim for a damaged Colissimo parcel

There’s nothing more frustrating than delivering a parcel only for the customer to open it and find the contents broken, leaking, or tampered with. Colissimo does allow you to file for compensation, but this is where deadlines get tight. Colissimo gives you just 3 calendar days from delivery to report visible damage.

What counts as “damage”?

• The product is broken, crushed, or unusable on arrival
• Packaging shows visible signs of damage or tampering
• Items are missing or appear to have been opened in transit

💡 Important: If the parcel was signed for at delivery, the damage must be noted on the delivery slip. If it wasn’t, your claim is likely to be rejected.

Step-by-step: Filing a Colissimo damage claim

Step 1: Inspect and document the damage immediately

As soon as you or your customer receive the parcel, inspect it and take clear, timestamped photos showing:

• The outer packaging (even if it looks intact)
• The inner packaging and product damage
• The shipping label clearly visible on the box

💡Bonus tip: Encourage your warehouse or CS team to do this before processing any return — it protects your case.

Step 2: Collect the paperwork

To file the claim, you’ll need:

• The sales invoice or proof of value
• The delivery confirmation or signature slip
• The tracking number for the shipment
• All photo evidence, ideally in JPG or PDF format

💡 If your customer is reporting the damage, ask them to send all of this immediately — and keep copies in your system.

Step 3: File via Colissimo Box

Log into Colissimo Box and open the tracking tool. Find the shipment, then:

• Choose the issue type: “Colis endommagé” (damaged parcel)
• Attach the invoice, photos, and delivery confirmation
• Include a brief description of the damage (1–2 sentences is enough)

Be thorough — but avoid overexplaining. Stick to facts and evidence.

Step 4: Submit and track

Once submitted, you’ll receive a claim reference number. Processing can take up to 15 working days, depending on complexity and peak season.

💡 Pro tip: Log the claim internally and set a reminder to follow up at day 10 if no update is received.

Step 5: If needed, escalate

If the response is delayed or unsatisfactory:

• Email [email protected] with your claim number
• Or send a registered letter to the Colissimo Recours postal address (see lost parcel section above)

How to file a claim for a delayed Colissimo parcel

Here’s the catch: Colissimo doesn’t usually offer refunds for delayed shipments. To be eligible for compensation, you must have delivery time guarantees in your contract or have purchased a specific Colissimo service level that includes SLA protection.

What qualifies as a delay?

• The parcel arrives after the promised delivery timeframe
• There’s no force majeure (e.g., weather, strikes) causing the delay
• You have a contractual SLA or chose a service with time-based guarantees (like Colissimo Expert)

If none of the above apply, you can still report the delay as a service incident — but you likely won’t receive compensation.

Step-by-step: Filing a Colissimo delay report or claim

Step 1: Verify your SLA coverage

Check your contract or service level to confirm whether the parcel was shipped under a guaranteed delivery time. If you don’t have a signed SLA or use a basic service like Colissimo Access, you won’t be eligible for a refund.

💡 If you’re not sure, your Colissimo portal should list the shipping method used.

Step 2: Document the delay

Even if Colissimo may not refund you, it’s important to track:

• The expected delivery date
• The actual delivery date (from tracking or customer report)
• Screenshots or logs showing the delay
• Any communication with the customer (e.g., complaints or returns triggered)

This is valuable for internal tracking and helps if you want to negotiate contract improvements later.

Step 3: File a service incident (or claim if eligible)

Log into Colissimo Box and find the shipment in the tracking tool.

If eligible for compensation:

• Select the issue type: “Retard de livraison” (delivery delay)
• Attach proof of delay and invoice
• Submit and wait for response

If not eligible: File a service incident report instead. This won’t lead to a refund, but it notifies Colissimo of recurring issues — useful if you’re seeing patterns.

Step 4: Track and follow up

Colissimo generally does not prioritize delay reports unless compensation is due. Set internal expectations accordingly — and log the issue in your CS or carrier performance dashboard.

How much will Colissimo reimburse?

Colissimo’s standard compensation is based on parcel weight — not item value.

Destination	Standard refund
France (domestic)	~23 €/kg
International	~33 €/kg

So if you ship a 2 kg parcel in France, you might get ~46 € back, even if the contents were worth more.

💡 If you purchased declared value insurance or use Colissimo Expert, you may be eligible for higher refunds, but only if your documents match the declared value.

Refunds usually arrive within 15–30 working days after claim approval.

Why this gets out of hand fast (and how to fix it)

Let’s be honest: Colissimo’s process isn’t terrible… if you’re only filing one or two claims a month.

But once your business scales, manual claims become a full-time job. You’re switching between portals, digging through email inboxes, and chasing down team members for photos or invoices, all while your customers wait.

And if you’re shipping with multiple carriers? Multiply that chaos by five:

• Dozens of open claims across carriers
• Agents buried in emails and spreadsheets
• Missed refunds due to forgotten deadlines
• No visibility into what’s been paid (or not)

There’s a better way: Automate your claims

This is where Sendcloud’s Support Automation changes the game. Instead of logging into Colissimo Box and manually uploading files for every issue, you can manage your entire claim workflow, across all carriers, from one place.

Key benefits:
✅ Centralized claim tracking: No more inbox digging. All statuses and outcomes in one place.
✅ Gorgias & CRM integrations: Keep your team aligned and your customers in the loop.
✅ Claim overview: Know how much you’ve claimed, how much you’re still owed, and which carriers cause the most issues.
✅ Automated workflows: Trigger claims automatically and send reminders.

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

Conclusion: You deserve better claims handling

You deserve better than spreadsheets, inboxes, and missed refunds.

Whether your parcels are lost, damaged, or stuck in limbo, Colissimo gives you a path to compensation, but only if you follow their rules precisely.
Sendcloud helps you take that process off your plate. No more stress, no more wasted hours, and no more lost revenue.

Discover Support Automation now and say goodbye to manual claim headaches forever. Book your free demo now!

 

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

 

FAQ