How to file Mondial Relay claims for lost, damaged or delayed shipments

Lost parcels, damaged goods, delayed deliveries. As an e-commerce merchant, chances are pretty high you’ve dealt with at least one of these headaches. And when you do, you need to file a claim. Easy, right? Unfortunately, no.

Filing a claim with Mondial Relay can feel like entering a maze: strict deadlines, piles of paperwork, and weeks of waiting. Miss a step, and you lose your right to compensation.

That’s more than just frustrating. It eats into your margins and your team’s time. In this blog, we’ll break down the Mondial Relay claim process, explain the rules for lost, damaged, and delayed parcels, and give you tips to maximize your chances of a refund. And finally, we’ll show you an easier way to remove the pain out of claims entirely.

The basics of Mondial Relay claims

Mondial Relay is one of the most widely used carriers in France and across Europe. It’s cost-effective, but it comes with strict rules when it comes to claims. Before diving into step-by-step scenarios, here are some basics you need to know:

Who can file a claim with Mondial Relay

Typically, it’s up to the sender (that’s you). Recipients can trigger an investigation, but only the sender can finalize the claim.

Where to file

Claims are only accepted via the professional Connect portal or Mondial Relay’s contact form — sending an email or calling won’t count.

What documents you need to successfully file a Mondial Relay claim

To successfully file a claim, you’ll need a clear set of documents and details. These are crucial for Mondial Relay to validate your request:

• Parcel number: The unique shipment identifier is always mandatory.
• Invoice for goods: Must be in the merchant’s name and show the value of the – shipped items. This is proof of what you stand to lose.
• Product details: Include brand, type, quantity, size, and color. For electronics, add serial or IMEI numbers. The more specific, the better.
• Packaging description: Size, material, color, and sealing method. Carriers often deny claims if packaging is deemed inadequate.
• Photos (for damage claims): Show the goods, inner packaging, outer packaging, and shipping label. These prove that damage occurred during transit.
• Pickup receipt: Useful as proof that Mondial Relay accepted the parcel in good condition.

Mondial Relay claim deadlines at a glance

Claims must be made quickly. Wait too long, and Mondial Relay will deny compensation, even if you’re right.

Claim type	Deadline to act	Required action	Compensation (standard cover)
Lost parcel	Open investigation within 30 days of handover. Carrier investigates up to 21 working days.	Start locate investigation in Connect → If not found, file claim with documents.	€25 per parcel (incl. shipping). Higher if optional insurance purchased.
Damaged parcel (domestic)	File within 3 working days of delivery.	Refuse parcel at pickup. Submit claim with photos + invoice.	€25 per parcel, capped at invoice value.
Damaged parcel (international)	File within 14 calendar days of delivery.	Same as domestic: refuse at pickup + provide photos and invoice.	€25 per parcel, capped at invoice value.
Delayed parcel	Open investigation if no movement after 5 working days.	Submit contact form or Connect request.	No compensation (delays not covered).
International claims (general)	Complaint within 7 days of delivery; full dossier within ~40 working days.	Provide invoices, proof of value, supplier invoice, customer declaration if required.	Capped under CMR at 8.33 SDR/kg (~€10/kg) unless insured.

Claim deadlines and procedures may differ depending on the country. For example, in the Netherlands, many refunds (for lost/damaged parcels) are credited automatically to the merchant’s prepaid account, while in France, merchants must file claims manually within strict deadlines.

Always check the rules that apply in your market!

Mondial Relay compensation limits

Standard cover is €25 per parcel (shipping included). Higher coverage is only available if optional insurance is purchased.

💡Pro tips:

• For high-value shipments, always add optional insurance. The default €25 coverage is rarely enough to cover losses.
• Always encourage customers to check parcels at pickup and refuse damaged ones. Once accepted, Mondial Relay may reject your claim!

Now, before we dive into the step-by-step process, it’s worth keeping one thing in mind: Mondial Relay’s manual claim process is far from smooth. That’s why we’ll show you a smarter way to automate everything in just a few scrolls!

With that reality in mind, let’s look at how the manual process works for lost, damaged, and delayed parcels.

How to file a claim for a lost Mondial Relay parcel

Lost parcels are one of the most common issues merchants face. And also one of the most stressful. Here’s how the process works and what to expect:

When is a parcel considered lost?

If tracking shows no movement for 72 hours, you should already open a locate investigation. Mondial Relay investigates for up to 21 working days. If not found, the parcel is officially declared lost.

Step 1: Open an investigation

The first step is to log into the Connect portal and start a locate investigation. This must be done within 30 days of handing the parcel over to Mondial Relay.

Acting quickly ensures you don’t miss the deadline and gives you a paper trail for later.

Step 2: Prepare documents

Once the investigation is open, gather your documents. You’ll need the parcel number, invoice in your name, and a detailed description of the goods and packaging.

💡Pro tip: The more complete your documentation, the less chance Mondial Relay has to reject your claim.

Step 3: Wait for investigation

Now comes the waiting game.

Mondial Relay will search for the parcel for up to 21 working days. During this period, customers often expect updates, so keep them informed even though you have limited visibility.

Step 4: File the claim

If the parcel is declared lost, you can finally file the claim. Submit all required documents via Connect. Missing documents, even small details, can delay or void your compensation.

Step 5: Receive compensation

The final step is compensation. Standard payouts are €25 per parcel under standard cover. If you purchased optional insurance, the amount may go up to €500 depending on the level chosen.

💡Pro tip: Manage customer expectations early. Mondial Relay can take weeks to process lost-parcel claims, so be ready to issue a refund or replacement before the carrier reimburses you.

How to file a claim for a damaged Mondial Relay parcel

When is a parcel considered damaged?

If the parcel looks visibly damaged — whether at a Point Relais pickup or during home delivery — the recipient should refuse it immediately. Once accepted, Mondial Relay often considers the parcel delivered in good condition, which makes filing a claim much harder.

Step 1: Refuse at pickup

Instruct customers to refuse damaged parcels immediately. This refusal is often the key evidence you’ll need later.

Step 2: Gather evidence

Ask your customer to take clear photos of the damaged goods, the inner and outer packaging, and the shipping label.

Keep the invoice and pickup receipt yourself. These photos are required to prove that the damage occurred during transit.

Step 3: File the claim

Submit the claim via Connect within 3 working days (domestic) or 14 days (international). Missing this tight deadline usually means no refund.

Step 4: Wait for processing

Mondial Relay typically processes claims within 21 days. During this time, set customer expectations and keep them informed!

Step 5: Receive compensation

Compensation is €25 per parcel (or the invoice amount if lower). Higher payouts are possible only if optional insurance was purchased.

💡Pro tip: Act fast. You only have 3 working days to file a damage claim. Make sure your team and your customers know to report and document issues immediately.

How to file a claim for a delayed Mondial Relay parcel

When is a parcel considered delayed?

If a parcel hasn’t moved for several working days (often 5 days), Mondial Relay considers it delayed. However, delays are not compensated because delivery times are not guaranteed.

But logging them can be valuable anyways. It allows you to:

• Build a record of recurring issues.
• Spot underperforming services.
• Strengthen your position in future contract negotiations.

💡 Pro tip: Even without a refund, every logged delay adds to your data. Those insights become powerful when it’s time to hold carriers accountable. Here’s how to file a claim for a delayed shipment:

Step 1: Monitor tracking

Check shipments daily in Connect. Early detection gives you more control and helps reassure customers you’re on top of it.

Step 2: Request an investigation

If tracking doesn’t update for 5 days, open an investigation via Connect or the contact form. Always include the parcel number and relevant details.

Step 3: Communicate with customers

Since Mondial Relay doesn’t compensate for delays, you may need to refund or reship at your own expense. Transparency helps reduce customer frustration.

💡Pro tip: Build buffer policies for delays. Since Mondial Relay doesn’t reimburse late deliveries, factor potential delays into your customer communication and refund policy.

International Mondial Relay claims: what changes when you ship abroad

• Deadlines: Claims must be opened within 7 days of delivery, dossier submitted within ~40 working days.
• Compensation caps: Limited under the CMR Convention to 8.33 SDR/kg (~€10/kg). Optional insurance is essential for higher-value shipments.
• Documentation: Expect requests for supplier invoices, sales invoices, and customer declarations.
• Exclusions: Delays, inadequate packaging, or prohibited goods are not covered.

Why manual claims drain your business

Filing claims manually doesn’t just cost you time, it eats into your margins and customer trust. Every lost parcel means juggling different spreadsheets, digging through inboxes, and hoping you don’t miss a deadline. And if you do? That refund is gone for good.

Meanwhile, your customer is waiting for answers. The longer Mondial Relay takes to process a claim, the more pressure falls back on you. Most merchants end up refunding customers out of pocket long before the carrier reimburses them…if the claim is even approved at all.

The result?

• Hours wasted on repetitive admin instead of growing your store
• Missed refunds because of strict deadlines and lost paperwork
• Frustrated customers who may not return after a poor delivery experience

💡Pro tip: Track how much time your team spends on claims each month. Many merchants are shocked to discover they’re losing more in admin costs and missed refunds than they ever recover from carriers.

There’s a better way: Automate your Mondial Relay claims

Instead of chasing refunds through endless forms and emails, Support Automation puts the entire Mondial Relay claims process on autoation. No more spreadsheets, no more missed deadlines. Just faster resolutions and happier customers.

Here’s what changes once you automate:

• Never miss a deadline again: Claims are logged and tracked automatically, so those 3-day or 30-day cut-offs don’t slip through the cracks.
• Recover more refunds: Every lost or damaged shipment is followed up on, meaning fewer missed opportunities to get your money back.
• Save hours of manual work: What used to take days of back-and-forth now happens in the background.
• Keep customers in the loop: With proactive updates, WISMO tickets go down and trust goes up.
• Stay in control: A single dashboard shows you exactly which carriers are costing you the most in claims.

The result? Up to 8x faster claims resolution, with fewer errors and way more refunds reclaimed.

No more scattered emails. No more missed refunds. Just one platform that helps you handle delivery problems before they damage your bottom line.

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

Conclusion: Smarter claims, happier customers

Filing Mondial Relay claims is part of e-commerce. But it doesn’t have to drain your time or money. Manual claims are frustrating and costly. With Support Automation, you centralize claims, automate the process, and recover more refunds — while keeping your customers informed and happy.

It’s time to swap reactive problem-solving for a scalable, proactive system. Skip the inbox chaos today with Sendcloud’s Support Automation.

Book your free demo here!

 

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

 

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