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Gilmend
Engine used for new reports:Muse Spark 1.3 (Meta Model API)
Report a damaged parcel

Impact

What a damaged parcel costs, and what a deadline takes

Enter your own numbers. Carrier amounts and deadlines come from the same code that prepares a claim, run on your figures; the time Gilmend takes is measured on real recorded runs. Everything else is a labelled assumption you can change. This is an estimate, not a promise: carriers decide what they pay.

With these numbers: up to €2,079.84 a year recovered with Gilmend, up to €1,391.04 by hand.

Your shop

Replace the examples with your own figures.

Your figure

Example value, not a statistic. Use your last 12 months.

Assumption

Assumption, not a measured rate: we found no sourced per-parcel damage rate to cite (see the public record below). Count the damage reports you got over the last 12 months and divide by your orders.

Your figure

Example value. Carriers pay the value of the goods up to their cap, so a damaged item is counted at this value, one unit per parcel.

Your figure

Example value. Colissimo pays per kilogram, so a light parcel is paid less than the value of its content.

Carrier mix

Share of your parcels shipped with each carrier. The three are rescaled to add up to 100%.

Your figure

Example value.

Your figure

Example value. Mondial Relay only pays a parcel the customer refused at delivery: see the share refused, under How claims go.

Your figure

Example value.

Total: 100%.

How claims go

Where the carrier deadlines bite: when the customer writes in and when the claim is filed.

Assumption

Assumption. A claim needs the carrier at fault, damaged goods (not just a crushed box) and usable photos. Our recorded runs are scenarios chosen to show each case, so their share of claims is not a rate.

Assumption

Assumption: we know of no rate. Mondial Relay pays nothing for a damaged parcel the customer accepted, so only this share of its qualifying claims counts. The report delay below is applied to all of them, refused ones included.

Assumption

Assumption. Mondial Relay and Chronopost reject a report made after 72 h; the calculator applies that window to both ways of working.

Assumption

Assumption, not a measured delay. How long a claim waits when a person does it between other jobs. Try 0 to see what a perfect manual process recovers.

Assumption

Assumption. Gilmend has the dossier ready within a minute, but nothing is sent without your click, and you file it with the carrier yourself.

Time per case

What a damaged-parcel case costs you in minutes.

Assumption

Assumption, not a measured time: find the order, read the photos, check the carrier's terms, write the claim and the reply. Replace it with your own.

Assumption

Assumption: read the decision and the outlines, check the draft, click Approve and file the claim. The agent's own time is measured, below.

Per year, with these numbers

A shop with 96 damaged parcels a year has up to €2,079.84 of carrier compensation within reach. Filed by hand after 4 days, up to €1,391.04 of it is recovered; with Gilmend, up to €2,079.84.

Damaged parcels a year
96
Value of the damaged goods
€5,760

What reshipping or refunding costs you before any claim.

Carrier compensation within reach
up to €2,079.84

67 qualifying claims a year, filed at once.

Gilmend compared with by hand
+€688.80

More recovered a year with Gilmend, at most.

By hand

up to €1,391.04

Claim filed 4 days after the report. Lost to deadlines: €688.80.

With Gilmend

up to €2,079.84

Claim filed 12 h after the report. Lost to deadlines: €0.

Recovered, at mostLost to a deadline

Time per case

By hand
20 min

Your assumption.

With Gilmend
3.5 min

Agent 27 s, measured on 6 recorded runs, plus your 3 min (assumption).

Saved per case
17 min

26.5 h saved a year, over 96 damaged parcels.

Per carrier, per year

One claim is the maximum the carrier's rules allow for your item and parcel weight. Amounts and windows are ceilings from the public standard terms in data/carriers.json, computed by the same code that prepares a claim. A negotiated contract may differ, and the carrier decides what it pays.

Per carrier, per year: share of parcels, the maximum of one claim the carrier pays, what a claim filed by hand and one filed with Gilmend can recover, and what a deadline takes.
CarrierShareOne claimBy handWith GilmendLost by hand
Mondial RelayCloses 72 h after delivery. Filed at 120 h by hand, 36 h with Gilmend. Pays only the 20% of parcels refused at delivery.The window closes before the claim is filed by hand25%€25€0€84€84
ChronopostCloses 72 h after delivery. Filed at 120 h by hand, 36 h with Gilmend.The window closes before the claim is filed by hand15%€60€0€604.80€604.80
ColissimoWindow: 365 days after shipment (counted from the order date, the safe side). The short reserve window only warns.60%€34.50€1,391.04€1,391.04€0

Where the numbers come from

Measured, sourced or assumed. Never invented.

Measured: the agent's time per case

The only time figure that is a measurement. It is the span between the first and the last step of each recorded run's trace.

Duration of each recorded run
Recorded runDecisionSAM outlineTime
#1001ReshipYes32.1 s
#1002No actionYes35.1 s
#1003Ask for more photosNo15.8 s
#1004ReshipYes32.7 s
#1005ReshipYes29.1 s
#1006RefundYes18.6 s

Mean 27.2 s, median 30.6 s, from 15.8 s to 35.1 s, over 6 real runs of Muse Spark 1.3, 5 of them with a SAM 3.1 outline, recorded on 27 Oct 2026.

What this is not: a benchmark. Scripted scenarios with generated photos, one run each, recorded on one day. Real photos, a busy API and a long thread will take longer. It includes the model calls and the SAM outline when one was drawn, not the time you spend reading the case.

From the carriers' public terms

The amounts and windows the calculator uses are read from data/carriers.json by the rule code of the app, last reviewed 28 Oct 2026. These are standard professional terms: a negotiated contract may differ.

What each carrier pays, when its window closes, and how sure we are of each figure
CarrierPaysClaim windowReserve windowFigures and sources
Mondial Relay€25 per parcel, capped at €253 days after delivery72 h reserve window
Chronopost€250 per parcel, capped at €2503 days after delivery72 h reserve window
Colissimo€23 per kg, capped at €690365 days after shipment (counted from the order date, the safe side)72 h reserve window (prudential)
DHL Paket€500 per parcel, capped at €500365 days after delivery168 h reserve window (statutory)
GLS€750 per parcel, capped at €750365 days after delivery168 h reserve window (statutory)

From the public record

What we found when we looked for an industry damage rate, and why the calculator does not use one.

  • Les colis endommagés coûtent 2,3 milliards d'euros par an aux e-commerçants français

    Ecommerce Magazine, reporting a DS Smith study run by Opinium, published 7 Jan 2026, read 27 Oct 2026.

    • 22% of French consumers say they received at least one damaged product in the previous 12 months.
    • An average cost of 76.50 EUR per damaged article for the merchant, logistics, refunds and customer service included.
    • 2.3 billion EUR a year for French e-commerce, as the study estimates it.

    A survey of 2,000 consumers (data collected in October 2025), commissioned by a packaging supplier. It counts consumers who had a problem, not damaged parcels per 100 shipped, so it gives no per-parcel damage rate and the calculator does not derive one from it.

  • E-commerce : les colis endommagés coûtent 2,3 milliards d'euros aux marchands français, selon une étude

    LSA, published 8 Jan 2026, read 27 Oct 2026.

    • The same DS Smith and Opinium study: published on 7 January 2026, 2,000 consumers representative of the French population, data collected in October 2025.
    • About 12 million French people received a damaged product in 2025; household items such as dishes and glass are among the most affected.

    Second report of the same study, read for its method. Behind a paywall beyond the first paragraphs.

Assumed: yours to change

Nobody measured these for your shop. They are labelled Assumption in the form, and every one of them can be edited.

  • Damage rate
  • Damaged parcels that qualify for a claim
  • Damaged Mondial Relay parcels refused at delivery
  • Customer reports the damage after
  • Claim filed by hand after the report
  • Claim filed with Gilmend after the report
  • Time per case by hand
  • Your review time per case with Gilmend