Last mile · Netherlands
Trunkrs claim deadlines, liability and evidence
Trunkrs requires a claim within 5 working days of delivery for damage, or within 10 working days of a shipment being registered as lost. As a forwarder under FENEX, compensation is 4 SDR per kilogram of gross weight, never more than the invoice value and never more than 10,000 SDR per event.
Tightest deadline
5 working days
Standard cap
4 SDR per kg, max 10,000 SDR
Liability regime
FENEX
Trunkrs is a same-day and next-day last-mile operator that contracts as a forwarder rather than as a carrier in its own right. That distinction decides what a claim is worth: the FENEX Nederlandse Expeditievoorwaarden apply instead of AVC 2002, compensation is set in SDR per kilogram rather than euros, the invoice value caps whatever the per-kilo sum comes to, and a rejected claim goes to arbitration rather than to a court.
Claim windows
Trunkrs contracts as a forwarder rather than as a carrier, so the FENEX Nederlandse Expeditievoorwaarden of 1 May 2018 govern and AVC 2002 does not. That is why compensation is measured in SDR per kilogram rather than at the AVC euro rate.
Damaged or spoiled shipment
5 working days
Counted from the delivery date.
Lost shipment
10 working days
Counted from the shipment being registered as lost.
The window opens only once Trunkrs has closed its investigation and formally registered the shipment as missing. If no investigation has been started, requesting one is what starts the clock.
Claim assessed by Trunkrs Carrier commitment
5 working days
Counted from the claim being submitted.
Trunkrs states it aims to confirm by email within this window whether a claim is approved.
Credit note processed after approval Carrier commitment
around 10 working days
Counted from the claim being approved.
An approved claim is settled as a credit against your next regular invoice rather than paid out separately.
Insured versus uninsured
No additional cover
FENEX liability applies: 4 SDR per kilogram of damaged, devalued or lost gross weight, within an overall limit of 10,000 SDR per event or series of events with one and the same cause. Compensation never exceeds the invoice value of the goods, or their market value where no invoice can be produced.
With cover bought
Extra dekking settles on the invoice rather than on weight, up to EUR 250 per shipment and limited to 12 claims per year. A purchase invoice pays the purchase value; a sales invoice pays the sales value minus 40%, excluding VAT, shipping and handling. Frozen shipments stay on the per-kilogram rate.
Delay and late delivery
Not compensated. FENEX excludes lost profit, consequential loss and immaterial damage however they arise.
Evidence required
- A purchase or sales invoice for the goods, mandatory on every claim
- For damage or spoilage: photos of the damaged product, of the whole outer box and of the inner packaging
- For loss: confirmation that the investigation has closed and the shipment is registered as missing
- The Trunkrs shipment reference
Exclusions
- Lost profit, consequential loss and immaterial damage, however they arise
- Damage to the product where the outer box arrived intact
- Insufficient packaging
- Claims outside the 5 or 10 working-day windows
Filing the claim
- Who files
- The sender.
- How to file
- Through the claim form in the Trunkrs shipping portal, opened from the shipment record itself.
- Processing time
- Approval is confirmed by email, and the credit note follows separately. Both are published as targets rather than as guarantees.
What quietly kills Trunkrs claims
Working days, not calendar days, and only 5 of them for damage. This is the tightest damage window on this list.
The loss clock starts when Trunkrs registers the shipment as missing, which happens only once its investigation closes. Getting that investigation started is what actually opens the window.
An invoice is mandatory, not optional. A claim submitted without one will not proceed.
The per-kilogram rate is a ceiling, not an entitlement: FENEX caps compensation at the invoice value as well. On a light, high-value parcel it is the weight that binds, and on a heavy, cheap one the invoice.
FENEX sends disputes to three arbitrators to the exclusion of the ordinary courts, which changes the economics of challenging a rejected claim.
Behind the filing windows sit the FENEX limitation periods: a claim time-bars after 9 months and lapses altogether after 18, counted from the day the claim became due or the day the loss became known.
FAQ
How long do I have to file a Trunkrs claim?
5 working days after the delivery date for a damaged or spoiled parcel, and 10 working days after a shipment has been registered as lost. Both are working-day windows rather than calendar days.
How much does Trunkrs pay per parcel?
Trunkrs contracts as a forwarder under FENEX, so standard compensation is 4 SDR per kilogram of gross weight, capped at the invoice value of the goods and at 10,000 SDR per event. SDR is the IMF Special Drawing Right, a basket currency, so the euro equivalent moves daily.
Does Trunkrs pay the AVC rate of EUR 3.40 per kilogram?
No. That rate applies to carriers under AVC 2002. Trunkrs contracts as a forwarder, so the FENEX Nederlandse Expeditievoorwaarden apply and the figure is 4 SDR per kilogram instead.
Can I get more than the per-kilogram rate?
Extra dekking settles on the invoice rather than on weight, up to EUR 250 per shipment and no more than 12 claims a year. On a sales invoice the payout is the sales value minus 40%, excluding VAT, shipping and handling.
What conditions does Trunkrs contract on?
The FENEX Nederlandse Expeditievoorwaarden of 1 May 2018, deposited at the courts in Amsterdam and Rotterdam. They include arbitration by three arbitrators to the exclusion of the ordinary courts.
Sources
- Trunkrs, binnen welke termijn moet ik mijn claim indienen?
- Trunkrs, wat is de status van mijn claim en wat is de vergoeding? (states 4 SDR per kilo)
- Trunkrs, hoe dien ik een claim in via het portaal?
- Trunkrs, algemene voorwaarden (states the FENEX conditions apply)
- Nederlandse Expeditievoorwaarden (FENEX) 1 mei 2018, as published by Trunkrs
Verified 1 September 2026. This page summarises publicly published conditions for reference. A negotiated carrier contract, a rate-card annex or a service-specific annex can override any of it. Always check the deadline in your own agreement before relying on a figure here. Spotted a figure that has changed? Tell us and we will correct it.
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