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What Happens if My GLS Parcel is Lost or Damaged? A Guide to Claims and Compensation


Shipping packages can be a stressful experience, especially when you’re entrusting valuable items to a courier service. GLS is a renowned shipping company, but even they are not immune to occasional mishaps. Accidents happen, and parcels can get lost or damaged in transit. If you find yourself in this unfortunate situation, it’s crucial to know how to navigate the claims process and seek compensation.

This guide will walk you through the steps of filing a claim with GLS for lost or damaged parcels, ensuring you understand your rights and maximizing your chances of a successful resolution.

Table of Contents

Understanding GLS’s Responsibility

Before diving into the claims process, it’s essential to understand the scope of GLS’s responsibility for lost or damaged parcels. This information is crucial for determining whether you are eligible for compensation and what kind of compensation you can expect.

GLS’s Liability: What They Are Responsible For

GLS is generally liable for the safe and timely delivery of your parcel. This means they are responsible for:

  • Damage: GLS is liable for damage to your parcel during transit, unless it’s caused by factors outside their control (like improper packaging or inherent defects in the goods).
  • Loss: GLS is liable for the loss of your parcel during transit, unless the loss is caused by factors beyond their reasonable control (e.g., natural disasters).
  • Delayed Delivery: GLS is liable for delays in delivery that are attributable to their negligence or failure to meet their service standards.

Exclusions: What GLS Is NOT Responsible For

However, it’s important to note that GLS is not responsible for all situations involving lost or damaged parcels. Common exclusions include:

  • Improper Packaging: If you have not packaged your item securely and appropriately, GLS may not be liable for damage.
  • Incorrect Address: If you provide an incorrect or incomplete address, GLS is not responsible for a lost or undeliverable parcel.
  • Natural Disasters: GLS is not responsible for damage or loss caused by events beyond their control, such as floods, earthquakes, or severe weather.
  • High-Value Goods: GLS may have specific limitations for high-value items. It’s essential to check their terms and conditions to understand the coverage for these items.

Proof is King: The Importance of Documentation

The key to successfully filing a claim is to have sufficient documentation to support your case. This includes:

  • Photos: Take clear photos of the damaged parcel and its contents, ensuring you capture all angles and details.
  • Tracking Number: Keep a record of your tracking number for the parcel.
  • Purchase Receipt: This proves the value of your goods and the date of purchase.
  • Delivery Confirmation: Obtain proof of delivery from GLS (if available) to show the item reached their facility.
  • Insurance Coverage: If you purchased insurance for your parcel, keep a copy of the policy documents.

How to File a Claim

Now that you understand GLS’s responsibility, let’s dive into the practical steps of filing a claim. This guide will lead you through the process, ensuring you have the necessary information to make a successful claim.

Step 1: Contact GLS Customer Service

The first step is to report the issue to GLS customer service. This is where you’ll let them know your parcel has been lost, damaged, or is experiencing significant delays.

You can contact GLS through:

  • Phone: Find the appropriate GLS phone number for your region on their website.
  • Email: You can usually find their email address on their website or in the shipping documents.

When contacting GLS, be sure to provide the following information:

  • Tracking Number: This is crucial for identifying your parcel.
  • Details of the Issue: Clearly explain whether the parcel is lost, damaged, or significantly delayed.
  • Date of Shipment: Provide the date the parcel was sent.

Step 2: Gathering Necessary Documents

Before filing a claim formally, GLS will likely ask for specific documents to support your case. It’s best to have these readily available to expedite the process. The required documents typically include:

  • Tracking Number: This is essential for identifying your parcel.
  • Purchase Receipt: This serves as proof of the value of the goods.
  • Photos: Provide clear photos of the damaged parcel and its contents.
  • Delivery Confirmation (if applicable): If available, provide confirmation of delivery from GLS.
  • Proof of Insurance (if applicable): If you purchased insurance for your parcel, keep a copy of the policy documents.

Step 3: Submitting the Claim

After contacting GLS and gathering the necessary documentation, you can proceed with formally submitting your claim. GLS may have different methods for submitting claims, including:

  • Online Form: Check their website for an online claim form.
  • Email: You can often submit claims by email.
  • Phone: You may be able to file a claim over the phone with their customer service department.

When submitting your claim, ensure you provide all the required information and documents.

Claim Processing and Compensation

Once you’ve submitted your claim, GLS will begin processing it. This typically involves an investigation into the circumstances of the loss or damage.

Timeline: How Long Will It Take?

The timeframe for processing claims can vary depending on the complexity of the case and the availability of information. You should expect to wait a few weeks for GLS to process your claim. However, there may be delays in processing if:

  • Investigation Required: GLS may need to conduct a thorough investigation, which can take time.
  • Missing Documents: If you haven’t provided all the required documents, GLS will likely contact you to request the missing information, delaying the process.

Compensation: What Can You Expect?

If your claim is approved, GLS will provide compensation for the lost or damaged goods. The amount of compensation you receive will depend on several factors:

  • Value of the Goods: The primary factor determining compensation is the value of the lost or damaged items.
  • Insurance Coverage: If you purchased insurance for your parcel, the insurance policy will determine the amount of coverage you receive.
  • GLS’s Liability Limits: GLS may have specific liability limits for different types of shipments.

Payment Methods: How You’ll Receive Compensation

Once GLS approves your claim, they will typically process the payment through one of the following methods:

  • Bank Transfer: GLS may directly transfer the compensation to your bank account.
  • Credit Card: They may credit the compensation to the credit card used for the original purchase.
  • Check: In some cases, GLS may issue a check for the compensation.

Frequently Asked Questions (FAQ)

What if my parcel is delayed?

If your parcel is delayed, contact GLS customer service and provide them with the tracking number. They will investigate the delay and provide you with an updated estimated delivery time.

What happens if I don’t have a receipt?

If you don’t have a receipt, you may still be able to file a claim, but it will be more challenging to prove the value of your goods. You may need to provide alternative documentation, such as photos or invoices.

Can I file a claim if the package was damaged during transit?

Yes, you can file a claim if the package was damaged during transit. You will need to provide photos of the damage and any other relevant documentation.

Can I claim compensation for lost profits?

GLS typically does not compensate for lost profits. Compensation is usually limited to the value of the lost or damaged goods.

What if my claim is denied?

If your claim is denied, GLS will provide a reason for the denial. You have the right to appeal the decision.

Can I appeal a denied claim?

Yes, you can appeal a denied claim. GLS will have a process for appealing claims, which is usually outlined in their terms and conditions.


Dealing with lost or damaged parcels can be frustrating, but knowing how to navigate the claims process can make all the difference. By understanding GLS’s liability, gathering the necessary documentation, and following the proper steps, you can increase your chances of receiving compensation for lost or damaged goods.

Remember to keep detailed records of your shipments, document any problems, and be patient throughout the process. If you encounter any issues or have questions, don’t hesitate to contact GLS customer service.