Express courier. Direct.
Also overnight.
x25pronto Switzerland takes goods direct to the destination. Small loads go by car. Larger loads go by van or Van XL. Direct, express and overnight trips run Monday to Sunday when a slot is free. Free times are shown in the booking calendar. This keeps the plan clear.
Claim reporting step-by-step: a checklist for courier partners
Concrete routines for independent courier partners: how to document damage, meet deadlines and inform clients and insurers correctly. Includes sample checklist and photo guidance.
Quick answer
As an independent courier partner, report damage fastest by documenting immediately, informing relevant parties and using standard forms. This step-by-step checklist explains required photos, deadlines and message templates for client and insurer contact.
Quick overview: When to report
Report any visible damage as soon as you find it. This includes damaged packaging, opened parcels, missing parts or leaks. For minor dents inform the client and keep delivery papers. For total loss, missing goods or risk to contents start a full claim report and preserve evidence.
Step 1 — Immediate actions on site
Secure the scene: stop at a safe place. Mark the parcel to avoid further handling. Record time, location (street, postal code, city) and names of witnesses or recipient. If there is a hazard (e.g. leaked fluid), separate the parcel from other cargo and inform dispatch.
Step 2 — Photo protocol (minimum)
Take clear photos with date/time on the device. Minimum shots: whole parcel, close-up of damage, readable label/barcode/serial, inside view if opened, surrounding area (e.g. van load). Add short captions to each photo (e.g. "Outer: tear top left", "Inner: broken item"). Save photos in a secure folder or upload them to the partner portal.
Step 3 — Gather facts
Fill these facts into your report or form: order number, sender, recipient, damage description, dimensions/weight, packaging type, time of discovery, remaining packaging condition. Note visible ID or serial numbers. If parts are missing, list quantities and serials if known.
Step 4 — Communicate with client and dispatch
Tell the client and your dispatch immediately by phone and email. Use a concise template: describe the damage, attach photos, propose next steps (e.g. return, storage, disposal). Ask whether the client wants visual inspection or collection. Keep all replies in writing.
Step 5 — Dealing with insurers
Contact insurers only in coordination with dispatch or the client if the client manages claims. Prepare: completed claim form, photos, delivery notes and signatures, repair or replacement quotes. Record insurer policy numbers, contact persons and any reference numbers.
Frequently asked questions
How quickly must I report damage?
Report visible damage immediately. Contractual deadlines vary. Practically, make an initial report and upload photos within 60 minutes to secure evidence.
Which photos are essential?
At least five images: overall parcel, damaged area close-up, label/barcode, inside contents, and surroundings. Include date/time and short captions.
Should I use the sample form or an email?
Use the standard sample form in the partner portal first. If unavailable, send a structured email with all required details and photo attachments.
What if the recipient refuses to sign?
Note the refusal, photograph the situation and get a witness. Report the incident immediately to dispatch and the client.