The procedure given below is applied for compensation requests of our customers related to our services,
PETITION;
The customer should apply with a written petition to the service unit, mail acceptance or destination office (branch/agency) or directly to the General Directorate of the service unit.
Necessary information to be submitted on the petition:
- Name-surname, address, phone number, e-mail address of the petitioner
- Sender and recipient name of the compensation in question
- (If available) Date of the Goods Receipt Document
- Transportation invoice information (tracking number/ transportation invoice number and date)
- Content of the mail, full and clear explanations related to the damage, how and why the damage occurred.
- Requested compensation amount
- Bank account information of the petitioner (IBAN number)
Additional documents to be attached are;
- (If there is any) The copy of Goods Receipt Document
- The copy of the transportation bill
- In the case of damage/lost item, an official document that proves the value of the content (purchase bill of the product etc.). If there is no official document, an equivalent document and product delivery note for commercial deliveries.
- Petitions made for deliveries without physical mail damage such as late delivery, documents to prove the claim and other documents related to the content of the mail.
(If the requested documents are not available, this matter must be stated in the petition with valid reasons.)
INVESTIGATION:
Step 1: The petition form submitted to the Regional Directorate by Yurtiçi Kargo Office/Business agency, is taken under preliminary examination. After the preliminary examination is complete, the customer is informed about the deficiencies of the petition or missing additional documents if there is any, and a reasonable time is given to the customer to complete the documents. Within the scope of the petition made, the Regional Directorate might ask for additional information and documents that are not stated above if necessary.
After the missing documents and information are provided by the customer, the process proceeds to the second step. If the missing documents are not provided by the customer in the given time period, the petition is rejected before the second step.
Step 2: For petitions of lost mail, an investigation process starts in all Yurtiçi Kargo branches/business agencies and transshipment centers all around Turkey. For petitions of damaged or late deliveries, opinions and official reports of all units that cargo passes through are requested, starting from the point of entry to the destination point.
RESULT:
After the investigation process and opinion requests are complete, Regional Directorate sends the file with result of the investigation and positive/negative opinion to the approval of General Directorate. (According to company regulations, compensation files with less than 500TL are closed by the Regional Directorates and not sent to the approval of General Directorate.)
The presentation of the aforementioned documents does not guarantee a positive outcome from the petition. By investigating related documents/information, opinions and evaluations, General Directorate either approves or rejects the compensation request according to the relevant regulations of Turkish Commercial Code numbered 6102.
Approval of the Compensation Request:
If the compensation request is approved, the customer is requested to sign a notice of acquaintance and note of expenses, and a notice of acquaintance and bill of compensation under the name of Yurtiçi Kargo Servisi A.Ş. if the customer is liable to generate an invoice according to Tax Procedure Law. Notice of acquaintance and note of expenses are sent to the related Yurtiçi Kargo Branch/Business Agency after the customer signs the documents.
Requested documents are generated and signed by the customer and delivered to Yurtiçi Kargo branch/Business Agency and then sent to the Regional Directorate. After the related documents are recorded in the system by the Regional Directorate, approved compensation amount is sent to the customer’s account by the General Directorate.
If the compensation is paid in full amount, damaged mail in question is taken back from the customer.
Rejection of the Compensation Request:
In the case of rejection of a compensation request, the information related to the result of the investigation is given to the customer.
If the customer objects to the result of the request, s/he needs to draw up a petition of objection and hand it to Yurtiçi Kargo Branch/Business agency. Upon the petition of objection, the same investigation process starts and the petition is re-evaluated.
Our company is not responsible for conditions that do not result directly from flaw of the company and the existence of irresponsibility caused as stated in Turkish Commercial Code numbered 6102.
(Our compensation procedure might be changed if deemed necessary and the changes made will be published on our website and be in effect from the date of its announcement.
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