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.
How to document enquiries and complaints correctly
Step‑by‑step guidance: deadlines, photos, witnesses, and a checklist template to document transport enquiries and complaints clearly and efficiently.
Quick answer
Document enquiries and complaints immediately with dates, photos, witness names and all related documents. Start evidence collection at discovery, preserve items and respect contractual and insurance deadlines.
Quick answer for managers
Act fast: take photos with timestamps, note witnesses, record packaging and shipment IDs, and gather invoices and delivery notes. Use a standard checklist and a short report to share with the customer, carrier and insurer.
Deadlines — why they matter
Check your contract and insurance terms first. Many contracts require visible damage to be recorded at delivery. Missing deadlines may void claim rights. Log date and time for every action in the file.
Preserving evidence — what to collect
Photograph outer packaging from several angles, damaged items, labels, freight documents, pallet IDs and delivery notes. Take both close-ups and overview shots. Include a reference scale (ruler or hand). Keep original digital files and use clear file names.
What to include in every report
At minimum: shipment number, sender and recipient, pick‑up and delivery dates/times, carrier name, vehicle details (if known), damage description, photos, witness contacts, on‑site measures and next steps. Add a short timeline of events.
Checklist template for enquiries and complaints
1) Immediately: photos + timestamp. 2) Inspect package and contents. 3) Verify delivery note. 4) Record witnesses. 5) Keep packaging. 6) Write short damage report. 7) Identify responsible party (packing, transport, storage). 8) Contact carrier/insurer. 9) Store all originals. 10) Final report with recommendations.
Communicating with stakeholders
Be factual, concise and complete. Send the short report and attachments to all relevant parties. Highlight deadlines and request confirmation of receipt. Record who you spoke with and when. Use e‑mail and time‑stamped documents.
Frequently asked questions
How long should I keep complaint files?
Keep documents at least as long as your contract and insurance require. Common practice is 2–7 years. Follow your company’s retention rules.
What if the recipient discovers damage later?
Document the discovery immediately. Record why the delay occurred, collect further evidence and check for concealed damage. Notify the carrier and insurer without delay.
Which evidence is most valuable?
Time‑stamped photos, original delivery notes, witness statements with contacts and shipping documents are key. Video of unloading or handover is especially helpful.
Is there a standard damage report form?
No single mandatory form exists. Use a consistent internal template containing the required fields listed above. This helps with follow‑up and insurer discussions.