Delivered, not received

Send the client an email with the Declaration of non received goods (in Dutch: NOV) and ask them to sign it and send it back. See below for some of the forms. They can also be downloaded in Monta when you start an investigation.

Inform the customer that it will take approximately 10 working days for the shipping company to finish the investigation. Also ask if they can check if a neighbor has received the parcel, to call the shipping company and check at the nearest parcelshop.

For DPD, you can download the Proof of Delivery (POD) in the tracking link. Please see Onepassword for DPD login.

Once you have received the signed NOV from the customer, check if the form is correctly filled in (DPD is very difficult, check the ). Then start a Parcel Investigation

Once you have the POD, send it to the customer and ask if they recognize the signature. 

Depending on the price of the product, wait XXX amount of days or until investigation is finished before sending a new parcel.