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Claims and Loss

How to report a problem with a delivery, and what evidence Couranr holds.

Version

couranr-claims-and-loss-draft-2026-09

Drafted 2026-09-17

Couranr does not record an acceptance of this document.

Draft. Not reviewed by a lawyer.

This document is a draft written by Couranr to describe how the service actually works today. No lawyer has reviewed it. Read it as a plain description of what Couranr does, not as a settled legal agreement. It will change.

How to report a problem

Open the help page from your delivery's Couranr link and report the problem there. That page belongs to that delivery, so the report arrives already attached to the right one.

There are four things you can report:

  • The package arrived damaged.
  • Something is missing from it.
  • The wrong item arrived.
  • It never arrived at all.

You can add up to five photographs, each up to 10 MB, and describe what happened.

What happens after you report it

A report moves through a fixed set of states, and you can see where yours is.

  • Reported: Couranr has it.
  • Awaiting evidence: Couranr has asked you for something, usually a photograph.
  • Under review: a person at Couranr is working through it.
  • Resolved: Couranr has reached an answer and told you what it is.

One open report at a time per delivery, so nothing is reviewed twice by accident.

What Couranr already holds

You do not have to prove everything yourself. Couranr keeps its own record of the delivery and reviews a claim against it.

  • Photographs taken at pickup, and where the shipment was handled securely, the photograph of the item before packing and of the sealed package.
  • The seal's number, and its condition at the door, photographed and recorded at the moment the driver saw it.
  • The recipient's PIN confirmation, or the delivery photograph, depending on how the handoff was made.
  • The time of every step, and which driver carried it out.

A seal recorded as damaged or missing opens an incident with Couranr Operations by itself. It does not depend on a driver choosing to mention it.

A completed handoff does not close a claim

Your recipient reading the PIN to the driver records that the package reached them. It does not record that the contents were fine, and it does not end your ability to report damage or loss afterwards.

What the value you declared does here

The value you declared decided how your shipment was handled and photographed. It is your own statement about your own property, and it is not insurance.

What Couranr pays on a claim, and what part your declared value plays in that, is not written in this draft. It is one of the points below that has not been through legal review, and Couranr will not put a number here before it has been.

Claims that are not genuine

Reporting a problem that did not happen, arranging one with your recipient, or altering evidence before sending it, can affect how Couranr handles a claim, as far as the law allows.

A genuine claim stays reviewable. Getting a detail wrong is not the same as making a claim up, and Couranr looks at what happened before deciding anything.

All Couranr documents