How to file a PostNL claim for lost, damaged or delayed shipments

If you ship with PostNL as a business, you’ve likely experienced a delivery issue like damaged parcels, delayed deliveries, or worse, lost shipments. And let’s face it: filing a claim with PostNL manually as a merchant is possible…but far from painless.

Between tight deadlines, scattered documentation, and carrier-specific rules, it’s easy to miss a step—and lose your refund. For growing e-commerce brands, these issues don’t just cost time, they chip away at margins and frustrate your customers.

In this step-by-step guide, we’ll break down exactly how to file claims for delayed, lost, and damaged parcels as a PostNL business customer. Whether you’re doing it manually or looking for a smarter, scalable way to manage claims, we’ve got you covered. Let’s dive in!

PostNL claim filing basics

Before diving into step-by-step instructions, let’s cover the essentials of who can file a claim and when you’re eligible.

Who can file a claim with PostNL?

Only the sender—typically the merchant—can file a claim with PostNL. This means if you’re an e-commerce retailer with a direct business contract (via MijnPostNL Zakelijk), you’re responsible for initiating and managing any damage, loss, or delay claims. Customers can’t submit claims directly to PostNL.

When can you file a claim with PostNL?

Claim type	Deadline	Compensation available?	Requirements
Damaged	Within 7 calendar days of delivery (excl. Sundays/holidays)	✅ Yes (only for insured services)	Photos, invoice, track & trace
Lost	After 5 business days (NL) or more (international). Must file within 30 days of shipment.	✅ Yes (insured/trackable)	Invoice, tracking, proof of non-delivery
Delayed	As soon as delay is detected	❌ No, unless using guaranteed services (e.g. Spoedservice)	Track & trace, complaint details

❗The timelines shown in this table reflect practical deadlines commonly applied when filing claims via MijnPostNL Zakelijk. PostNL’s official legal claim periods, as stated in their General Conditions, may differ and are in some cases significantly longer.

Always verify the applicable legal timeframe for your specific service before filing!

Special rules for international shipments

Filing a claim for cross-border deliveries? You’ll need to jump through a few more hoops. For non-EU destinations or air freight shipments, PostNL often requires the recipient to visit their local postal office within 7 calendar days of delivery (or attempted delivery) to request an official damage report—stamped and signed. Without it, PostNL won’t process the claim.

You might also be asked to provide:

• Customs or export forms
• The original invoice
• A signed “verklaring van niet-ontvangst” (statement of non-receipt) from the recipient (for loss claims)

💡Always double-check the destination country’s requirements before filing to avoid delays or rejections.

While the following section explains the manual claim process with PostNL, keep in mind: managing claims manually, especially across multiple carriers, is super time-consuming, error-prone, and a drain on your support team. That’s why we’ll show you a smarter way to automate everything in just a few scrolls!

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

A scratched box might not seem like a big deal—until the customer opens it and finds broken goods inside. Here’s how to file a damage claim with PostNL and protect your margins.

1. Confirm eligibility

Only insured services (Aangetekend, Verzekerservice, etc.) are eligible for damage compensation. If you sent the parcel uninsured, PostNL won’t cover the damage. The damage must be visible on the outside or contents inside of the parcel.

2. Log in to MijnPostNL Zakelijk

You’ll need to access your business portal:

• Navigate to Service & Contact > “Ik heb een vraag” (I have a question)
• OR open your Zendingoverzicht and select “Cases” next to the relevant shipment

3. Attach required documents

You’ll need the following:

• Photos of the parcel, including the outer box, inner packaging, shipping label, and damaged contents
• Invoice or order confirmation as proof of value
• (Optional) Packing slip, waybill, or internal documentation

4. Submit the claim

Once all documents are in place, submit the case via the portal—within the 7-day window.

5. Monitor and follow up

After your claim is submitted:

• PostNL will acknowledge receipt of the case and begin processing your case
• They may request further documentation or ask questions
• They will assess the damage and determine compensation based on the insured value and the chosen service

If approved, PostNL will refund up to the declared content value minus depreciation, plus shipping costs (excluding insurance premium).

While PostNL doesn’t publicly share a full timeline, typical processes for shipment claims take several weeks, depending on complexity.

Step-by-step: Filing a PostNL lost parcel claim (not delivered)

A missing delivery isn’t just an operational headache. It’s a direct hit to customer trust. Here’s how to act fast when a parcel disappears.

1. Wait (but not too long)

For domestic shipments, wait at least 5 business days after the expected delivery date. For international parcels, the waiting period may be longer. If the shipment is still untrackable after that, it’s time to act.

2. Log in to MijnPostNL Zakelijk

Find the affected shipment and:

• Select “Cases” from the Zendingoverzicht
• OR open Service & Contact > “Ik heb een vraag” to submit a new support case

3. Upload required documentation

Have these ready to go:

• Invoice or order proof of value
• Shipment/tracking receipt
• Screenshot or status report confirming the parcel was never delivered
• (Optional) Buyer complaint or email confirming non-receipt

4. File your claim

You must submit the claim within 30 days of the original shipment date.

5. PostNL investigation

• Once filed, PostNL will:
• Start a parcel search and investigation
• May request additional info
• Decide based on the service used and insured value

If successful, you’ll be reimbursed up to the declared item value minus depreciation, and shipping fees (insurance surcharge excluded). Like damage claims, this can take a few weeks to process.

Step-by-step: Filing a PostNL delayed parcel claim

Let’s be honest: most parcel delays don’t qualify for compensation. But that doesn’t mean you should ignore them. Especially if you used a guaranteed delivery service like Spoedservice, it’s worth raising a case. Here’s what to do:

1. Spot the delay

Check your track & trace information. If the delivery date promised by PostNL (e.g. next-day delivery with Spoedservice) has clearly been missed, take note.

2. Check your service type

Standard parcels aren’t eligible for delay compensation. You must have used a premium service like Spoedservice or a guaranteed delivery option to qualify.
If the delay led to a financial loss, you may be able to claim—but you’ll need proof.

3. Open a complaint via MijnPostNL Zakelijk

• Go to Service & Contact > click “Ik heb een vraag”
• Submit a complaint with the shipment ID, expected delivery date, and issue description

4. Upload documentation

• Shipment receipt
• Screenshot of delayed tracking status
• Order confirmation showing promised delivery
• (Optional) Customer complaint or request for compensation

5. Monitor your case

Delays are typically treated as service complaints. In most cases, you won’t receive compensation unless a guaranteed service was used. But logging delays can still help you:

• Build a case history for recurring issues
• Identify underperforming services
• Improve future contract negotiations

💡 Pro tip: Even if you don’t get a refund, you’re creating data points. And that matters when it’s time to hold carriers accountable.

File claiming tips for PostNL business customers

✅Insure your high-value shipments: Always use insured services like Verzekerservice when sending goods of value. Without it, you won’t be eligible for any compensation from PostNL.
✅Mind the international rules: For cross-border shipments, be aware that claim deadlines and conditions may depend on international agreements (like UPU) or the destination country’s postal partner. When in doubt, document everything.
✅Use MijnPostNL Zakelijk to stay in control: Log in regularly to track open cases, upload missing files, or follow up on unresolved claims. The portal is your main point of contact for all ongoing PostNL investigations.
✅Keep your customers informed: A lost or delayed parcel is frustrating for your team—but even more so for your customer. Proactively notify them via your CRM, tracking emails, or customer support to prevent negative reviews and WISMO tickets. Transparency builds trust.

Common mistakes that cost you refunds

❌Missing the deadline: Claims must be filed within 7 days (damage) or 30 days (lost). Set reminders or use automation to avoid disqualification.
❌Submitting incomplete documents: A missing photo or invoice can mean an instant rejection.
❌Filing complaints instead of claims: Know the difference. Complaints = quality feedback. Claims = requests for compensation.
❌Failing to follow up: Don’t assume “no news is good news.” Check the status in MijnPostNL Zakelijk and respond promptly when asked for more info.

Why automating PostNL claims is a smarter move

Handling carrier claims manually is like juggling with one hand tied behind your back. It drains your team’s time, introduces human errors, and delays compensation—especially for high-volume e-commerce shippers.

With Support Automation, you eliminate that chaos.

What it improves:

• Automatically receive updates: Our smart automation manages carrier emails, anticipates replies, sends reminders, and makes sure missing info or documents are flagged.
• Automated claim filing workflows: Open claims automatically when an issue is detected. Save your team hours of manual work.
• Central status view: See all active PostNL cases at a glance—no inbox digging.
• Smart deadline tracking: Automated alerts ensure you file in time.
• Multi-carrier overview: Handle claims for all your carriers in one unified workflow.

The result? 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.”

Final thoughts

Dealing with damaged, lost, or delayed shipments is part of running a growing e-commerce business. But spending hours on carrier portals, multiple spreadsheets and endless emails shouldn’t be.

By following these clear steps—and automating where it counts—you’ll:

• Recover more refunds
• Save valuable team time
• Improve your customer experience

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 summarises common PostNL claim rules as of 2025. Always verify against the current Terms & Conditions and local transport law.

 

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