What is the procedure in the event of damage/a shortfall?
What should you do if you receive goods transported by PostNord and find that the packaging and/or the goods themselves are damaged or that shipment items are missing.
Missing shipment items – shortfall
Recipient issues a receipt for the number of items received on the driver’s handheld terminal/waybill. Example of a receipt for missing shipment items: Received 7 of 8 items + signature. Contact Customer Services, tel. +47 (0)9300 / online to find out where your missing goods are. If your goods cannot be located, contact the sender, who will take up the matter with PostNord.
Goods that have not reached the recipient within 30 days of being delivered to the haulier may be regarded by both sender and recipient as being lost.
If the goods are not recovered, the standard procedure is for the sender to present PostNord with a compensation demand for the missing items. The Norwegian Road Forwarding Agreement Act (international transport CMR) states that the sender is the haulier’s contract party until the goods are delivered. The Norwegian Sale of Goods Act, which governs responsibility for goods in transit between senders and recipients, may contradict this – see also Incoterms. The two Acts are quite different in this area.
Damage discovered upon delivery
Recipients comment on damage on the driver's handheld terminal/waybill. Example of receipt for damaged goods: 1 machine with dented cover + signature. Document the damage with photographic evidence.
Contact Customer Services immediately, tel. Domestic: 09300, Intenational: +4722329000 Goods and packaging must be left intact until the matter is resolved.
Damage discovered after recipient has signed a receipt (hidden damage)
Recipient must contact PostNord immediately, tel. +47 (0)9300, online Goods and packaging must be left intact until the matter is resolved. Document the damage with photographic evidence. Hidden-damage
How do I make a compensation claim?
The haulage terms that regulate the rights and obligations between PostNord and our customers can be found here. The Norwegian Road Forwarding Agreement Act and NSAB2000 constitute the legislative framework that governs the relationship between haulier./carrier and transport services purchaser.