Customer support

Claims & credit note policy.

Guidelines for reporting delivery issues and requesting credit notes. To ensure claims are handled quickly and fairly, please follow the requirements below. Claims that do not meet these requirements may not be eligible for a credit note.

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At a glance

Three things that make your claim valid.

At delivery

Check before you sign

Inspect the pallets and note any visible damage or shortage on the POD before signing it.

Deadline

15 calendar days

Report any incident within 15 calendar days from receipt of the goods. Later claims are not accepted.

Evidence

Photos & video

Show the affected goods and the nature and extent of the issue, ideally taken at the time of delivery.

The policy

How claims and credit notes work.

Inspection at delivery

Before signing the POD (Proof of Delivery) or delivery document, check the shipment for visible damage, missing pallets, broken packaging or other apparent discrepancies.
Clearly note any visible issue on the POD before it is signed.
Take clear photographs of the pallets and any visible damage at the time of delivery and report the issue to Crevel as soon as possible.

Claim submission deadline

All claims or delivery-related incidents must be submitted within 15 calendar days from receipt of the goods.
Claims received after this period will not be accepted, as it is considered sufficient for the customer to receive, inspect and verify the order.

Supporting evidence

Claims must be supported by appropriate evidence whenever reasonably possible, including photographs and/or video.
The evidence should clearly identify the affected goods and the nature and extent of the issue. Crevel may request additional information when required to validate a claim.

How to submit a claim

Submit your claim through the Crevel Claims Portal (request type “Credit notes”) or directly through your Crevel sales representative.
Include the order/invoice reference, affected SKU(s), quantities, a short description of the issue and the available supporting evidence.

Credit note review

Submitting a claim does not automatically result in a credit note.
Crevel reviews the information and supporting evidence before confirming whether the claim is accepted and the corresponding resolution.

Important

For visible transport damage or shortages, noting the issue on the POD and providing photos at delivery materially helps Crevel validate the claim with the carrier.

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