Case study Hampshire to Belgium

Quick Summary

A Hampshire manufacturer booked a door-to-door road freight service to Zutendaal, Belgium and requested next-day collection. The pallet was left outside without notice and no packing photos were supplied. One driver collected in the morning, a second driver attempted collection later, and the customer feared the pallet had been stolen after tracking was not yet updated. Pallet2Ship investigated, coordinated with the carrier, and confirmed the pallet was already at the depot.

The situation

• Route: UK → Belgium, business-to-business


• Service: Door-to-door road freight with a major European carrier (DSV)


• Freight: One pallet of rolled water dams, 250 kg (120 × 110 × 50 cm)


• Booking: Instant online quote, next-day collection requested


• Documents: Commercial invoice completed straight after booking


• Risk points: No packing photos, pallet left outside and unattended


• Optional insurance: Available during booking but not selected

The challenge

Two separate collection attempts created confusion. The first driver collected successfully in the morning. Later, a second driver arrived and reported that the pallet was not present. The customer checked the premises, saw that the pallet was gone, and assumed theft. Because tracking had not yet been updated, the carrier initially could not confirm collection, which triggered an escalation.

What the customer did right

• Declared accurate pallet dimensions and weight


• Provided complete shipper and consignee contact details


• Selected a suitable road-freight service for B2B transport


• Completed the commercial invoice correctly and promptly

What caused problems

• No photos of the packed pallet were provided


• The pallet was left outside and unattended without prior notice


• No optional insurance was purchased for additional protection

How Pallet2Ship resolved it

• Immediate check: We reviewed booking data and contacted the carrier’s local depot to confirm the collection status.


• Customer fact-finding: We asked the customer to check with neighbours and site staff for any driver or vehicle details and to confirm when the pallet was last seen.


• Escalation and confirmation: With that information, we escalated the case to the carrier’s depot team, who confirmed the pallet had been collected earlier that morning and was already at their depot. Tracking was updated, and the shipment continued to Belgium.

Outcome: Delivery to Zutendaal continued as planned; no claim was required.

What we offered as learning points

• Stay on site during the collection window or appoint someone responsible. If unattended collection is unavoidable, tell us in advance so we can record instructions for the driver.


• Take two or three packing photos before collection. Photos help confirm condition, identify freight at depots, and support any claim. (See our How to Pack a Pallet guide for examples.)


• Attach documents and labels securely and ensure the booking reference is visible.


• Consider optional insurance for peace of mind, especially for specialised items.


• Use clear access notes at booking time. Gate codes, opening hours and loading-point details reduce missed collections and confusion.

What to Do vs What Not to Do

Do This

Provide accurate weights and dimensions

Upload packing photos and keep them until delivery

Note access instructions and contact names for both sites

Keep someone available during the full collection window

Choose optional insurance if the goods are high-value or time-sensitive

Avoid This

• Leaving pallets unattended without telling us


• Skipping photos of the packed pallet


• Assuming a failed collection without checking tracking updates or contacting us


• Using labels that are loosely attached or easily damaged by rain

Takeaway for UK → Belgium pallet delivery

Even well-prepared shipments can run into confusion when no one is on site and no photos are supplied. A quick investigation, neighbour checks, and carrier escalation resolved this within hours and avoided any delay. With a few simple booking-time steps, you can keep door-to-door pallet delivery to Belgium smooth and predictable.