Parcel Missing / Damage Policy
Packaging responsibility, evidence requirements and claim evaluation.
Overview
GreenDriveDelivery supports the movement of parcels, but senders remain responsible for proper packaging, sealing, labelling and declaring the item category correctly before dispatch.
Sender responsibilities
Items should be packed safely for the nature of the movement, protected against leakage, breakage or spoilage, and labelled clearly where special handling is required. Fragile, liquid, temperature-sensitive or high-value items should receive extra packaging care.
Reporting a concern
If a parcel is reported missing or visibly damaged, the sender or recipient should raise the concern promptly with the order number and share supporting evidence such as photographs, invoices, package value and any relevant receiving notes.
How claims are reviewed
Claims may be evaluated using booking information, pickup and delivery records, rider notes, tracking history, proof-of-delivery data, support logs and the supporting evidence submitted by the customer.
Limitations and exclusions
Claims may not be eligible where packaging was insufficient, the item was not declared properly, the damage was due to the nature of the item itself, or the item falls under restricted or unsupported categories.