valid documents application compensation parcel

Your shipment or parcel has been damaged or lost?

List of valid documents for claiming a compensation

If bpost is responsible for the damage or loss of your parcel or registered mail, you can request a compensation. Whether you are eligible for compensation depends on the method of shipment. Find out how the compensation is calculated for parcels and registered mail

Depending on the type of shipment, you will have to submit certain documents. The table below shows what a valid or invalid proof of non-receipt, proof of delivery, proof of payment and photos of the damage means.

Report damage or loss

Pay attention: You have to report damage within 7 days after delivery.

 

I have no contract with bpost
ParcelSent with warrantySent without warranty

Envoi en Belgique (national)

You will be reimbursed for the value of the contents of the shipment (up to max. € 500) + the shipping costs. If the content consists only of documents, you will be reimbursed € 15.

You will be reimbursed the shipping costs.

Sent outside of Belgium (international)

You will be reimbursed for the value of the contents of the shipment (up to max. € 500) + the shipping costs. If the content consists only of documents, you will be reimbursed € 15.

Depending on the shipping option, you are entitled to the following compensation:

  • Economy (bpack World Light): no compensation
  • Standard (bpack World): maximum entitlement to the following compensation:40 SDR* + 4.5 SDR* per kg + the shipping costs.

e.g.: a lost international parcel weighing 2.5 kg for which € 15.60 in shipping costs has been paid is entitled to a maximum compensation of: (40 x € 1.19) + (4.5 x € 1.19 x 2.5 kg) + € 15.60 = € 76.6

  • Express (bpack World Express) :
    • Via land transport: maximum entitlement to the following compensation: 8.33 SDR*/kg

      For example, a damaged parcel weighing 4 kg has a maximum entitlement to a compensation of 8.33 x €1.19 x 4 kg = € 39.7

    • Via air transport: maximum entitlement to the following compensation: 17 SDR*/kg.

      e.g. a damaged parcel weighing 3 kg has a maximum right to a compensation of 17 x € 1.19 x 3 kg = € 60.7

 

 

I have a contract with bpost
ParcelSent with warrantySent without warranty

Sent within Belgium (national)

The lowest value between the value of the contents and the CMR fee ** (weight x 8.33 SDR*) + shipping costs.

Example: A damaged € 0.5 kg parcel worth € 50, for which € 32.80 in shipping costs has been paid, is entitled to a maximum of:

 0.5 kg x 8.33 x1.19 + 32.80 = €37.7

In this case you get €37.7, because this is the lowest value between 50 and 37.7.

If the calculation below is above € 5 in your case, then you are entitled to a maximum of that amount. Below € 5, you will not receive any compensation.

Calculation: X kg x 8.33 SDR* + postage costs > 5

 

Example 1: A lost parcel weighing 1.5 kg for which you have paid € 4.70 shipping costs is entitled to a maximum of: 1.5 kg x 8.33 x 1.19 + € 4.70 = € 19.6 compensation

 

Example 2 : A lost parcel weighing 0.2 kg for which you paid € 2.30 shipping costs is entitled to a maximum of: 0.2 kg x 8.33 x 1.19 + € 2.30 = € 4.30 < € 5 No compensation in this case.

Sent outside of Belgium (international)

The lowest value between the value of the contents and the CMR fee ** (weight x 8.33 SDR*) + shipping costs.

Example :

A damaged € 0.5 kg parcel worth € 50, for which € 32.80 in shipping costs has been paid, is entitled to a maximum of:

 0.5 kg x 8.33 x 1.19 + 32.80 = € 37.7

In this case you get € 37.7, because this is the lowest value between 50 and 37.7.

  • Via land transport: maximum entitlement to the following compensation: 8.33 SDR*/kg

    e.g. a damaged parcel weighing 4 kg has a maximum right to a compensation of 8.33 x € 1.19 x 4 kg = € 39.7

  • Via air transport:

    -        maximum entitlement to the following compensation: 17 SDR*/kg.

    e.g. a damaged parcel weighing 3 kg has a maximum right to a compensation of 17 x € 1.19 x 3 kg = € 60.7

* SDR stands for Special Drawing Rights. This value (currently +/- € 1.19) is adjusted every year. More info about SDR.

**CMR compensation applies to (cross-border) road transport within Europe. The CMR imposes uniform liability rules for damage in the event of loss of or damage to the cargo or in the event of delay. More info about CMR.

 

Registered mailStandard (no specified value)With tailor-made insurance (with declared value)

Sent within Belgium (national)

Value of the shipment with a maximum reimbursement of €39.

For administrative registered mail (R.P.) a maximum of €26 will be reimbursed.

Value of the contents of the shipment with a maximum of the amount of the declared value (max. €5,000) + shipping costs.

Sent outside of Belgium (international)

Value of the contents of the shipment with a maximum of 30 SDR* + shipping costs (except for registered mail)

Example:  Suppose your registered shipment is worth €40 and you have paid €16 shipping costs, then you will be reimbursed the maximum as follows:

 30 x €1.19 + € 16 shipping costs = €51.7.

 (Considering € 40 > 30 SDR* (35.7), 30 SDR is applicable in this calculation.)

In the case of an M-bag, the following calculation applies: Value of the contents of the shipment with a maximum of 150 SDR* + shipping costs (except for registered mail).

Value of the contents of the shipment with a maximum of the amount of the declared value (max. €25,000) + shipping costs.

* SDR stands for Special Drawing Rights. This value (currently +/-  €1.19) is adjusted every year. More info about SDR.

 

Type of documentValidInvalid

Declaration of non-receipt

  • Declaration of non-receipt: completed, dated and signed by the recipient.
  • An e-mail from the recipient indicating the date of shipment (of the e-mail) and the barcode number of the shipment.
  • A (scan of a) letter signed by the recipient stating the date and barcode number.
  • A screenshot of a conversation between the seller and buyer.
  • Declaration of non-receipt, an e-mail or (scan of a) letter without a barcode number or indication of the date.
  • Declaration of non-receipt or (scan of a) letter without a signature.

Proof of deposit

  • The proof of deposit that you receive at the Post Office or Post Point when you deliver the shipment.
  • The signed and dated shipping list that our employee will give you upon collection of the shipment.

A screenshot from Track & Trace or the My bpost app with the status of your shipment.

Proof of value

A proof that shows the value of the content, such as:

  • an invoice
  • a receipt
  • a bank statement

A screenshot of a conversation stating the value of the shipment.

Photos of the damage

Photos of the exact damage to the contents and packaging of the shipment.

  • Photo of the shipment/object before the damage.
  • A blurry photo.
  • Photo in which the damage to the content is not clearly visible.