How to declare a value for your package
When you ship an order in Veeqo you can enter the value of the items in a package to see any additional insurance charges before you purchase a label. To do this:
Click on the order you want to add insurance to.
Click the dropdown on the rate card.
If the service is eligible, enter the amount you want to insure the package for under "insurance".
Click "Apply" to see the updated label cost.
Ship the order. Your package is insured for the amount you entered.
Included and Available Insurance Thresholds.
Some carriers will include a certain level of coverage in the cost of the label. This is often service dependent and should be confirmed with the carrier. The table below indicates the average included thresholds and the maximum amount you can purchase for a service with each carrier.
Carrier | Average included insurance amount | Maximum additional insurance |
DPD Local | N/A | £15,000 |
UPS | £50 | Up to £50,000 |
Evri | £20 | Up to £500 |
NOTE: Amazon Shipping does not currently support adding insurance.
Filing Claims for Lost or Damaged Shipments
To file claims with your carriers you will need to use the external carrier process, regardless of whether you used your own account or Veeqo rates. Please find the links below for each carrier:
NOTE: For more information, check out the Amazon Seller Central guide here.
DPD Local
DPD Local
If you are using your own account:
Login to your DPD Local account.
Locate your order history and find the order.
Submit a claim/loss investigation request.
If you are using Amazon's rates:
Contact amazonmfn@dpd.co.uk or call 01213364829 or 08453088711 to speak to DPD's Amazon claims team. You must do this within 14 days of dispatch.
You will need to provide the 14-digit DPD consignment/tracking number. You may be asked to provide an Amazon order number. If this is a non-Amazon order, explain you are using rates through Veeqo.
Evri
Evri
Evri has a different process for loss and damage claims:
For packages which were lost in transit
For packages which were lost in transit
You are to contact Evri via the Evri Holly Chatbot to raise a claim for an order
that was lost during transit and do the following:
State that you would like to raise a claim for an order
purchased through Amazon Buy Shipping.
Provide your Evri tracking number.
Evri will launch an investigation and respond within 24 hours.
If successful, Evri will issue a lost claim form. You will need to provide:
A copy of your proof of purchase (accessible via Seller Central)
Your email address
Bank details
After the form is submitted, Evri will process the refund within 28 days.
For packages damaged in transit
For packages damaged in transit
You are to contact Evri via the Evri Holly Chatbot to raise a claim for an order
that was lost during transit and do the following:
State that you would like to raise a claim for an order
purchased through Amazon Buy Shipping.
Provide your Evri tracking number and describe the damage to the item.
Evri will issue a damage claim form. You will need to provide:
A copy of your proof of purchase (accessible via Seller Central)
Your email address
Bank details
Photographic evidence of the damage
After the form is submitted, Evri will process the refund within 28 days.
UPS
UPS
To file a claim with UPS for lost or damaged shipments:
Go to the UPS Claims portal here.
If you have a UPS account, start a claim. If not, click "File a claim as Guest".
Fill in the information and submit the claim.