Claims & Compensation Policy

Overview

At Scale 3PL, we understand how important your shipments are. If a parcel is lost or damaged in transit, we will support you throughout the claims process. However, all compensation decisions are made by the courier and are subject to their individual liability terms and conditions.

Couriers do not automatically compensate the full retail value of goods unless additional protection has been purchased and approved under their terms.

How Courier Compensation Works

Courier compensation is generally based on:

• Standard liability limits included with the service
• Any additional protection or enhanced cover purchased
• The type of goods being shipped
• Supporting evidence provided during the claim process
• The courier’s prohibited and non-compensation goods policy

Compensation is not guaranteed and remains entirely at the discretion of the courier.

Standard Liability Limits

Most courier services include a basic level of compensation cover as standard.

Typical examples include:

Please note that liability limits vary depending on the service selected and may change without notice.

Important Information Regarding Evri

Evri operates strict prohibited and non-compensation goods policies.

For certain product categories, Evri may:

• Refuse liability entirely
• Decline claims for loss or damage
• Provide no compensation even if goods are accepted for carriage

This means that even where a shipment is lost or damaged, Evri may not offer reimbursement.

We strongly recommend reviewing Evri’s restrictions before sending high-value, fragile, or restricted items.

Extended Protection Cover

Some courier services allow additional protection to be purchased at the time of booking.

Extended protection may:

• Increase the maximum compensation limit
• Provide additional cover for eligible items
• Require additional documentation and proof of value

Please note:

• Additional cover does not guarantee a successful claim
• Exclusions and prohibited goods policies still apply

Required Information for Claims

To process a claim, couriers will usually require:

• Proof of shipment
• Proof of value (invoice or sales receipt)
• Photographs of damage
• Images of packaging and labels
• Description of the item contents
• Supporting courier documentation where applicable

Failure to provide sufficient evidence may result in the claim being rejected.

Non-Compensation & Restricted Goods

Most couriers exclude certain goods from compensation, including but not limited to:

• Glass and ceramics
• Perishable items
• Jewellery and precious metals
• Liquids
• Fragile goods
• Cash or vouchers
• Certain electronic items

Couriers may still transport these items but reserve the right to refuse compensation in the event of loss or damage.

Scale 3PL’s Role

Scale 3PL acts as the shipping intermediary and will assist customers by submitting claims to the courier where applicable.

However:

• Compensation decisions are made solely by the courier
• Payout amounts are limited to the courier’s approved liability terms
• Scale 3PL cannot guarantee claim acceptance or reimbursement

Submit a Claim

If you need to submit a claim for a lost or damaged shipment, please complete our online claim form below:

👉 https://www.scale3pl.co.uk/claim-form

Our team will review your submission and liaise with the courier on your behalf where applicable.