Damage Claims
Fast and straightforward help in the event of a claim
Should damage, loss or delay of your shipment occur despite the greatest care, we are here for you. We take every damage case seriously and ensure fast and fair processing.
On this page you will find out how to report damage, which documents are required and how the damage processing procedure works.
What to do in case of damage?
Important immediate measures
- • Document the damage: Take photos of the damaged packaging and contents immediately from various angles
- • Retain packaging: Keep the damaged packaging and all filling materials — these serve as evidence
- • Report promptly: Notify us within 24 hours of delivery about the damage
- • Note on receipt: For visible damage, have the condition confirmed by the deliverer on the delivery note
Damage
Goods arrived damaged
- Take photos
- Retain packaging
- Report within 24h
Loss
Shipment has not arrived
- Check tracking status
- Contact recipient
- Report after 14 days
Delay
Delivery arrived too late
- Check delivery time
- Document damage
- Report immediately
How to report damage
Collect documentation
Take meaningful photos of the packaging (inside and outside) as well as the damaged contents. Have your shipment number, booking confirmation and original goods value ready.
Submit damage report
Contact our Customer Support by email at info@nexcargo.de or use our online damage form. Provide all relevant information and attach the photos.
Required information:
- •Shipment number
- •Type of damage (damage, loss, delay)
- •Detailed damage description
- •Photos of damaged goods and packaging
- •Goods value (with proof: invoice, receipt)
- •Your contact details
Receive confirmation
You will receive a receipt confirmation within 24 hours with a damage case number. With this you can enquire about the processing status at any time.
Review and processing
Our damage management team reviews your case carefully. If necessary, we will ask you for additional information or documents. Processing usually takes 5-7 working days.
Settlement
After completion of the review you receive a decision. If the damage is recognised, reimbursement is made within 14 days to your specified account or as a credit for future shipments.
Deadlines and important notes
Reporting deadlines
- •Visible damage: Immediately upon delivery, at the latest within 24 hours
- •Concealed damage: Within 3 days of delivery
- •Loss: After 14 days without delivery
- •Delay: Immediately after delayed delivery
Required evidence
- Meaningful photos (packaging + contents)
- Shipment number and booking confirmation
- Proof of value (invoice, receipt, estimate)
- Detailed damage description
Frequently asked questions about damage claims
How long does damage processing take?
After receipt of all required documents we process damage cases usually within 14 days. For more complex cases processing may take somewhat longer — we will always keep you updated.
What happens if I miss the deadline?
If reporting deadlines are missed, the claim for compensation may lapse. We therefore strongly recommend reporting damage immediately. In justified exceptional cases we can however find goodwill solutions.
Can I keep the damaged goods?
Yes, in most cases you can keep the damaged goods. For higher-value damage we may however require the return of the damaged goods for an inspection.
How is reimbursement made?
Reimbursement is made as a bank transfer to your account.
What needs to be considered for international shipments?
For international shipments different regulations and liability limits may apply in some cases. Please contact us directly so we can review your case individually.
Fast help in the event of a claim
Our damage management team is available. Contact us – we will help you quickly and straightforwardly.
