Customer Service & Claims

Open a Customer Service Case

To open an issue with PostNord Customer Service, Open the Customer Service module from the menu and you'll access your log of previous and ongoing support issues. To submit a new issue, click New Message, select you issue type and click send. You can also attach a file if needed.

Screenshot of the Customer Service Module

Easily submit a claim for a damaged or lost shipment

Screenshot of the Claims overview

Go to Claims in the Portal Menu to manage, track and create claims for damages, missing parcels and other reasons. Use the Country dropdown at top of page to make a claim for a shipment originating from different country.

The main Claims view lets you review all your pending or closed claims, and use filters to find the ones you're looking for.

Screenshot of claims upload step

Submit a claim

To submit a new claim, click Create Claim. You will be asked to provide information about sender, recipient and shipment.
You'll be asked to indicate the nature of the problem with your shipment (damaged, lost etc.) and provide more details relevant to your claim as well as any supporting documents or photos. We suggest uploading all invoices and receipts for the items sent in the shipment, as well as photos of these items (or sample photos, ideally from several angles).

Your claim will be summarized for you before you complete it by clicking submit.

To get a better overview of all your claims over time, you can use the Claims Report, under Reports & Statistics.
You can export your claims information to a file, either from the claims report or from the claims summary page.