How do you claim compensation for a lost parcel?
Every step from opening a loss report with the courier to filing a case with the consumer arbitration committee.
Short answer
Save a screenshot of the tracking screen, then open a loss report with the courier's customer service and get a claim number. Send a written compensation request with the invoice and shipping documents attached. If the company refuses or stays silent, file with the Consumer Arbitration Committee via e-Government, and report postal service failures to the ICTA.
What you need
Step by step
Document the tracking status
Enter your tracking number in the courier's "Shipment Tracking" or "Where Is My Parcel" field. Capture a screenshot showing the last movement record, the branch name and any status note such as "could not be delivered". This screen becomes the foundation of every later application.
Open a loss report with the courier
Fill in the "Create New Request" form under the company's "Customer Service" or "Requests and Complaints" menu and mark loss/damage as the subject. If you call the contact centre, ask the agent for a "request number" or "complaint record number" and write it down. A verbal notice with no number cannot be traced.
Prove the contents and their value
Gather the invoice for the item inside the parcel, the sales screen printout or the payment receipt. Make sure the shipment details on the courier receipt or waybill match the product on the invoice. If documents are missing, the company will assess compensation at the lowest level.
Send the written compensation request
Use the "Compensation Request" or "Information and Request Form" area on the company's site to submit your written claim with the loss report number and documents attached. For a stronger record you can also send the same request to their registered electronic mail address or as a notary notice. Keep the submission confirmation and any application printout.
Track the company's reply
Follow your file through the "My Requests" or "Application Inquiry" screen using the request number. Archive the incoming email, SMS and rejection reasoning exactly as received. This written reply is the document proving a dispute exists when you apply to the arbitration committee.
Apply to the Consumer Arbitration Committee
Search "Consumer Application" on turkiye.gov.tr, open the Ministry of Trade's Consumer Information System (TÜBİS) service and follow the "New Application" steps. Enter the company complained about, the subject and the amount, then upload the invoice and correspondence as attachments. Save the application number shown at the end.
Report postal breaches to the ICTA
Where the service was never provided or no information was given, open a separate complaint from the "Consumer Complaint" section on btk.gov.tr or the ICTA application service on e-Government. This channel does not pay compensation directly, but it audits the company's postal service obligations. You can run it in parallel with your arbitration file.
Close out the decision and payment
The committee decision lands in your e-Government "My Applications" screen and at your notification address; download and keep it. If the decision favours you, demand payment from the company and use a copy of the decision for enforcement proceedings if they refuse. Once paid, close the file and archive the bank record.
Tips
Watch out
The most common mistake is reporting the loss only by phone without getting a request number. Without a written record the company can claim "no application exists" and you cannot prove a dispute in your arbitration file. Application deadlines are also limited, so waiting can cost you your rights; confirm current time limits with the courier and the Ministry of Trade.
Frequently asked questions
+Does the sender or the recipient claim compensation?
As a rule the sender applies, since they are party to the shipping contract. If you are the recipient, ask the seller to open the claim or start the process through the marketplace or seller on your behalf.
+What can I do if the courier rejects my claim?
Keep the rejection letter and apply to the Consumer Arbitration Committee through the Consumer Information System on e-Government. If the amount exceeds the committee's limit, you can take the case to a consumer court.
+Can I get compensation without an invoice?
Yes, but the amount will be lower. Add every document that shows the value, such as a payment receipt, an order screenshot or correspondence with the seller.
+What happens if I did not declare the value?
In that case the company applies the limited compensation defined in the legislation and its own contract. Ask the courier you handed the parcel to for the applicable limit in writing.
+Is the arbitration committee application free?
Applying to the consumer arbitration committee is free and can be done online through e-Government. Verify the current conditions on the Ministry of Trade's page.
Sources and verification
Last verified: 13 Eylül 2026. tell us. Procedure and institution names reflect the Turkish consumer protection system (TÜBİS, ICTA/BTK, Ministry of Trade).
This content is for information only; for official procedures the relevant institution’s current announcements take precedence. Details: disclaimer.