Transport Claims

The received goods should be checked in the presence of the courier. If you find any damage (the package is bumped or has holes) on the shipment or visible signs of theft (broken INNPRO tape, traces of tape peeling off, cuts), it is necessary to write a damage report with the courier.

The protocol/report must be signed by the person who received the package and the courier. It is necessary to document all damages, from the master carton up to individual packages with photos. Then please make a list of shortages/damages - all products and quantities (below you will find a sample form). If there are surveillance recordings from the moment of delivery/checking the contents of the package, please make them available and send them to your account manager and to the email address shipment.dmg@innpro.pl.

Complaints related to damage or shortages of purchased goods (in case of interference of third parties) are considered under the condition of writing a damage protocol with the carrier and appropriate photo documentation.

DAMAGE PROTOCOL

• GLS - all damages must be reported to the courier and the client should write a damage protocol with the courier. It must contain the courier’s signature. The document should also be signed by the person who picked up the package from the courier. Please attach a copy of the report to your email.
• DPD - please tell the courier about the damages and fill the Electronic damage report. Here is a link to the one in Polish but you can always find the report in your language online.
• DHL - please tell the courier about the damages and fill out the Report.
• UPS - all damages must be reported to the courier and the client should write a damage protocol with the courier. It must contain the courier’s signature. The document should also be signed by the person who picked up the package from the courier. Please attach a copy of the report to your email. UPS wants to verify the parcels so they will send another courier in 7 days after making a claim to check the whole package.

HOW TO PROCEED

Please write an email to the email address shipment.dmg@innpro.pl and add your account manager in CC. The damage protocol as well as photos of the damage must be attached to the email.
The email must contain the following information:

Information which we need:	Please fill in below:
Delivery date:	x
Carrier:	x
Invoice number:	x
Client country ISO code:	x

By code country we mean for Poland -> PL, for Germany is DE and etc.

THE EMAIL TITLE MUST INCLUDE THE PREFIX “ (D) ” IN ORDER FOR YOUR CLAIM TO BE PROCESSED.

For visible damages, the information should be sent up to the next day after delivery or with hidden damages up to 7 calendar days.

Attachments with download option:

• Damage protocol template
• Damage protocol example

OTHER COMPLAINTS

If you wish to ask questions about your order, for example the expected delivery date etc., please write an email to shipment.dmg@innpro.pl and add your account manager in CC.

THE EMAIL TITLE CANNOT INCLUDE THE PREFIX “ (D) ”.

In case of any questions please contact your account manager.