{"id":16179,"date":"2025-05-06T22:15:50","date_gmt":"2025-05-06T19:15:50","guid":{"rendered":"https:\/\/stiina.ability.ee\/ukr\/?page_id=16179"},"modified":"2026-01-29T09:32:37","modified_gmt":"2026-01-29T07:32:37","slug":"claims","status":"publish","type":"page","link":"https:\/\/www.acelogistics.eu\/ukr\/en\/information\/claims\/","title":{"rendered":"Claims"},"content":{"rendered":"

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When transporting shipments, the expectation for all parties involved is that a shipment loaded out from point A will arrive to point B safely, in expected time and without damages. The reality is that for most shipments this expectation is true, but there are always exceptions, due to the number of risk factors involved the transportation of goods.<\/p>\n

When these situations occur during transport via services of ACE Logistics, our customers can report a claim, which our claim handling specialists will process with the necessary care and attention.<\/p>\n

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REPORTING AND PROCESSING CLAIMS<\/h2>\n

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In order to report a claim, please complete the claim report form and forward it to all@acelogistics.ua<\/a>. In addition to the claim form, please also include all documentation that is related to both the shipment and the size of the claim (commercial invoice, packing list, invoices for repair costs etc.)<\/p>\n

Please note that customers are required to pay for the transport invoice even if the claim is accepted and under processing.<\/p>\n

The claims will be processed under the use of CMR Convention<\/a>, Merchant Shipping Act<\/a> and other conventions and in domestic transportation according to Civil code of Ukraine.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_button button_url=”https:\/\/www.acelogistics.eu\/ukr\/wp-content\/uploads\/sites\/10\/2025\/05\/REKLAMATSIOONI-VORM-REV.docx” url_new_window=”on” button_text=”Download UA Claim Report Form (.doc)” button_alignment=”center” admin_label=”Reklamatsiooni vorm” _builder_version=”4.27.5″ _module_preset=”default” custom_button=”on” button_border_width=”2px” button_icon=”i||divi||400″ button_icon_placement=”left” button_on_hover=”off” custom_margin=”||||false|false” custom_padding=”9px||9px||true|false” custom_css_main_element=”width: 100%;” global_colors_info=”{}”][\/et_pb_button][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.27.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_button button_url=”\/wp-content\/uploads\/2025\/11\/REPORT-OF-CLAIM-ROC.docx” url_new_window=”on” button_text=”Download ENG Claim Report Form (.doc)” button_alignment=”center” admin_label=”Complaint form” _builder_version=”4.27.4″ _module_preset=”default” custom_button=”on” button_text_size=”20px” button_bg_color=”#004f7c” button_border_width=”2px” button_border_color=”#004f7c” button_icon=”i||divi||400″ button_icon_placement=”left” button_on_hover=”off” custom_margin=”||||false|false” custom_padding=”9px||9px||true|false” button_border_color_last_edited=”off|desktop” custom_css_main_element=”width: 100%;” global_colors_info=”{}” button_border_color__hover_enabled=”on|hover” button_border_color__hover=”#004f7c”][\/et_pb_button][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.4″ _module_preset=”default” custom_padding=”0px|||||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” header_2_line_height=”1.4em” custom_padding=”||0px|||” global_colors_info=”{}”]<\/p>\n

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TIME RESTRICTIONS FOR INCIDENT REPORTS<\/h2>\n

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In situations where the shipment arrives to the recipient with visible damage to the goods, damage must be noted and marked on the CMR\/POD during unloading.<\/p>\n

In situations where the damage to goods was hidden during unloading and discovered later, damage must be reported within 7 calendar days from the day of delivery.<\/p>\n

In the case of a missing shipment, the processing may take up to more than 30 days. In some cases, if the unloading date was not agreed in the order, the processing may take up to 60 days.<\/p>\n

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LIABILITY INSURANCE OF THE CARRIER<\/h2>\n

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In the case of transportation of goods, the loss of goods or decrease in their value is covered by the liability insurance of the carrier, under the agreed SDR conditions.<\/p>\n

In addition to the restricted rates of compensation, the responsibility of the carrier only includes damage, which has taken place due to the faults of the carrier. The carrier is not responsible, if damage is caused by circumstances which the carrier could not avoid (e.g. robbery).<\/span><\/p>\n

If the value of goods exceeds the insurance value from mentioned SDR rates or if insurance is needed for situations, where the carrier is not responsible for the damage of goods, then ACE Logistics can help with protection by brokering full insurance of shipments.<\/a><\/span><\/p>\n

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