If you purchased your shipment through Shipmondo’s freight agreement and your package has been lost or damaged during transport, you can read here about how to file a report.

Note! If you are not a Shipmondo customer and/or the shipment was not purchased through Shipmondo’s freight agreement, you must contact the carrier directly instead.

All communication must be conducted directly between you, as the sender, and dao. Find dao’s contact information here.

Once dao has processed the case, they will issue any compensation directly to you.

Reports for lost or damaged GLS packages must be submitted through their website. Click on the vertical yellow Need Help?-button on the right side of the screen to proceed.

1. Go to Shipments > Booked and locate the package you wish to report as lost or damaged.

2. Click on the icon with three vertical dots next to the shipment in question and select Create Case.

3. Choose either Loss or Damage under Reason, depending on your issue. Fill out the form and click on Create.

4. Your case is now registered and will be processed and investigated with the carrier.

You will receive updates when there is progress, and you can always follow up on the status of your case under Shipments > Cases.

Here, you can also send a direct message to our customer service team if needed.

When a case is approved by the carrier, the compensation will be credited to your Shipmondo balance. You can find the corresponding credit note under Company Information > Billing > Credit Notes.