Complaints
What to do in case of finding damage in the shipment?
If you find damage in the shipment, you should immediately write a damage protocol. The protocol should be written as soon as possible from the date of receipt of the shipment and should be certified by the signature of the courier.
For damage found upon receipt of the shipment, the protocol should be written down immediately in the presence of the courier.
If the damage is found after the shipment is received, you should contact Ambro Express to order a courier pick-up to write down the damage protocol. The courier can be called to write the damage protocol no later than within 7 days, counting from the day of delivery of the shipment.
Once the report is made, complete all required documents and fill out the online claim form or send it to the Ambro Express claims department reklamacje@ambro.pl
Documents required to file a complaint
- claim form*
- damage protocol
- photographs of the shipment showing the damaged contents and external packaging
- proof of goods value
- waybill
- claim form*
- photographs of the consignment allowing the identification of the goods
- proof of goods value
- waybill
- claim form*
- waybill
- claim form*
- waybill
- document in which the fee was charged in error
- claim form*
- waybill
- claim form*
*Complaint form can be filled out online by clicking HERE
*Ambro Express reserves the right to request additional documents if it appears that they are necessary to process the complaint.
Deadline for filing a complaint
All claims must be filed as soon as possible from the date of the incident. Deadlines for submission of documentation vary depending on the type of complaint.
Complaint processing deadline
Ambro Express Complaints Department strives to shorten the time for responding to your complaint as much as possible. It is important that the submitted complaint contains all the required documents. The deadline for issuing a complaint decision is a maximum of 30 days from the date of delivery of the complete complaint documents.
Important information
- filing a complaint does not release the customer from the obligation to pay the carrier,
- failure to provide the relevant documents will result in the complaint being left unprocessed,
- correspondence related to the complaint is conducted by e-mail to the e-mail address provided in the complaint form,
- in order to improve the complaint process, please send documents in legible form,
- in the event of a complaint, it is important that in the field of the customer's claim (complaint form) enter the amount appropriate to the damage caused,
- the data given in the claim form should be consistent with the waybill,
- as a document confirming the value of the shipment Ambro Express recognizes: a receipt, an invoice, a purchase contract, a repair estimate, a confirmation of transfer for the goods in question, a scan from an online auction. A price statement is not accepted.
