Dispatchly vs Sendcloud: who actually files your carrier claims?

Sendcloud and Dispatchly compared

The Sendcloud column is read off the linked Sendcloud page on 19 October 2026. Sendcloud prices are its monthly-billing list prices, excluding VAT. Dispatchly wrote this page; the disclosure and method are at the end.

Where Sendcloud is the better tool

If you choose between the two rather than run both, these are the reasons to choose Sendcloud. None of them is something Dispatchly does.

• Labels, rates, checkout and returns. That is Sendcloud's core product, and Dispatchly does not compete with it.
• Insurance. Sendcloud Shipment Protection, underwritten through XCover, covers damage, loss and theft up to EUR 5,000 per shipment and reimburses the sales value of the goods. A carrier pays on its own liability cap, which for a Dutch domestic parcel under the AVC is EUR 3.40 per kilogram.
• An early refund. Sendcloud pays out while the carrier is still investigating, but only for shipments on Sendcloud's own shipping rates.
• AI follow-up on carrier email. Sendcloud says its automation reads carrier replies, sends reminders and flags missing documents, where the carrier and contract combination supports it.
• Damage claims with the paperwork built in. Its claim form prefills parcel details and lists the photographs and declarations each claim type needs. Dispatchly does not file damage claims automatically, because damage cannot be seen in tracking data.

Where Sendcloud's claims handling stops

These limits come from Sendcloud's own documentation, not from a reading between the lines.

• Someone still opens the ticket. Automated ticket creation "currently occurs primarily in the French market", and which issues are automated "depends on the specific carrier and contract combination". Outside that, the claim guide starts with a ticket you raise from the shipment, the Support menu or a bulk selection.
• Own carrier contracts. Sendcloud's claim guide states: "If you ship with your own carrier contract, the claim has to be opened directly with the carrier, not with Sendcloud." Its Issue Management view does track own-contract issues in a separate tab.
• Delay is not a claim category. The same guide says "Delayed" is no longer a separate category, and a delayed parcel is claimed as Lost. Reimbursements exclude VAT, and a claim cannot be opened until the parcel has been announced for 48 hours.
• Late-delivery compensation is manual and narrow. You raise a "Late Delivery" ticket per parcel, after delivery. For the Netherlands and Belgium, Sendcloud's table lists UPS Express services, FedEx First and Priority, and DHL Express time-definite delivery, each within 14 or 15 days. That narrowness is not Sendcloud's doing: standard European parcel services carry no money-back guarantee.
• Parcels booked elsewhere. The monitor covers what Sendcloud booked. External parcel tracking is a Pro feature at EUR 639 a month. Shipping Intelligence tracks shipments from any source and is listed under Enterprise, priced on request.
• Rollout. Support Automation is on paid plans from Lite, but Sendcloud enables it by email invitation, so a paid account may not have it yet.

Two claim clocks run at once

If you insure through Sendcloud, the insurer's deadlines and the carrier's deadlines run in parallel, and filing one does not preserve the other. Shipment Protection wants a non-delivery claim within 30 days of label creation (60 for international) and a damage claim within 14 days of delivery. A label created and then held for a few days quietly uses up part of that window. The carrier's own window is counted from a different moment, which differs per carrier: the Sendcloud entry in our deadline reference has both sides, sourced.

Using Sendcloud and Dispatchly together

This is the setup most Sendcloud shippers end up with, and it needs no change to how you ship.

1. Connect Sendcloud with an API key. Dispatchly reads each parcel's status and the carrier that actually carried it, so a parcel booked through Sendcloud is scored against DHL, PostNL or DPD rather than against "Sendcloud".
2. Add the status webhook. Sendcloud pushes status changes to Dispatchly as they happen, so the timeline is complete rather than sampled between polls.
3. Connect everything else. Carrier accounts you use directly and other shipping platforms land in the same queue, so a stuck parcel is caught whichever tool printed its label.
4. Give a one-time written mandate. From then on, Dispatchly opens the lost-parcel claim when a parcel stops moving. For a parcel booked through Sendcloud the claim goes through Sendcloud's own Support API, so a claim Sendcloud's automation already opened is linked rather than filed twice. Where Sendcloud declines a carrier, the parcel's ticket says so and names the carrier to file with directly.

How this page was checked

Dispatchly wrote this comparison, and Dispatchly integrates with Sendcloud. Every statement about Sendcloud was read on 19 October 2026 from Sendcloud's own pricing page, product pages or help centre, and is linked where it appears. Search summaries and third-party comparisons were used only to find those pages. Sendcloud changes its plans and features; if a statement here has gone stale, tell us and it will be corrected.

• Sendcloud, pricing and full feature comparison
• Sendcloud, Support Automation
• Sendcloud Help Center, What is Support Automation
• Sendcloud Help Center, Support Automation: Issue Management
• Sendcloud Help Center, How do I start an investigation or file a claim for my parcel?
• Sendcloud Help Center, My parcel wasn't delivered on time, can I get compensation?
• Sendcloud, Shipping Intelligence
• Sendcloud, Shipment Protection
• Sendcloud Help Center, Shipment Protection (XCover) insurance terms

FAQ

Related reading

• Sendcloud Shipment Protection: deadlines, cover and exclusions, with sources.
• Carrier claim deadlines and liability limits: every carrier's window, read from its own terms.
• Parcel audit software compared: thirteen platforms, Sendcloud among them.
• Shipping refunds for e-commerce: how automatic recovery works for online shops.