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Module 4 · Lost · Damaged · Return

Loss and damage are the cases where real money is at stake.

Up to €500 at DHL, €520 at DPD, €750 at GLS – plus postage. Nymil identifies the case from the protocol or customer email, gathers invoice, photos and proof of delivery, submits and stays on it until money or reasoned rejection arrives.

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What Nymil does

Step by step

Lost

New tracking number, one case

No scan above threshold: search request out, customer informed. If the carrier confirms loss, Nymil starts the replacement shipment and links the new tracking number to the case. The loss claim runs in parallel: item value at cost plus postage.

  • Search request; from day 20 (domestic) or 30 (cross-border) the shipment is considered lost, § 424 HGB
  • Replacement shipment and original in one case, customer sees both
  • Invoice as proof of value automatically attached
Damaged

Photos from customer, report from Nymil

If customer reports damage, they get an upload link immediately with instructions: outer carton, padding, item. Nymil creates the damage report, attaches invoice and proof of delivery, and submits within 7 days.

  • Upload without login, mobile-friendly, three photos enough
  • Note to customer: keep packaging
  • Carrier follow-up questions answered automatically
Return

When the carrier can't find the address – even though it's correct

Three failed attempts despite validated address, opening times on label and depot note: that's a carrier error, and Nymil has it fully documented. Postage both ways is claimed, replacement shipment with added note is started.

  • Address validation, label and depot contact as evidence chain
  • Replacement shipment with customer feedback ("Bell now says something different")
Escalation

Up to batch claim

Rejection without reason, no answer after deadline, partial recognition: Nymil escalates with template – objection, deadline, batch claim across multiple cases. With legal basis: §§ 425, 431, 432 HGB.

  • Objection draft for approval, not for retyping
  • Batch claim from five open cases at same carrier

And after

What happens after the case

Payment to you

The carrier pays directly to you. Nymil then charges 15% commission, 20% at the entry tier – nothing if nothing came.

Customer stays informed

Replacement in transit, refund initiated, return not needed: customer gets every status change in their language.

Patterns become visible

Which carrier refuses what, with what reason, how long it takes. Take the figures into your next negotiation.

Connected in two minutes.

Billbee API token or Shopware access, wait for first sync, read first results. Three months free, then base fee by volume.