Support
In accordance with Resolution CRC 5050 of 2016 issued by Telecommunications Regulation Commission, the following information is provided regarding your right to submit petitions, complaints, claims, or requests for compensation related to service provision.
Help lines
You have the following options to contact Pasar Express SAS
For this purpose, we offer the following communication channels:
More information
Petitions, Complaints, or Appeals
Requests for compensation can also be submitted verbally through the following phone lines or at the physical address of Pasar Express SAS.
Customer Service Line:
Compensation requests
Please be advised that in accordance with Numeral 4 of Article 31 of Law 1369 of 2009, Article 2.2.7.1 and subsequent articles of Resolution 5050 of 2016, claims for compensation for loss, theft, or damage must be filed by the sender within ten (10) calendar days following receipt of the postal item for domestic services, and six (6) months for international services. In the case of corporate clients, the terms and conditions agreed upon with the client shall apply.
Requirements for Filing Your Claim, Complaint, or Appeal:
On the other hand, claims for compensation for theft or damage must be filed by the recipient within five (5) business days following receipt of the postal item.
Requirements for Filing Your Petition, Complaint, or Appeal:
Additionally, claims for compensation due to theft or damage must be submitted by the recipient within five (5) business days of receiving the postal item.
The following documents must be attached to your claim
Copy of the Air Waybill (AWB)
Copy of the commercial invoice
Copy of Pasar Express SAS Invoice
List of Items as basis for claim
Description of packaging
Photographic Record
Pursuant to Article 2.2.7.10 of the aforementioned Resolution, it is stated:
Dear User, your request, complaint, or claim will generally be resolved within fifteen (15) business days of its receipt. This term may be extended if a more in-depth investigation or evidence gathering is required; if so, you will be informed in a timely manner. If you are not satisfied with our response to your request, complaint, or claim for compensation, you have the option to appeal by filing a motion for reconsideration and, subsidiarily, an appeal within ten (10) business days following notification of our response.
Departamento de Servicio al Cliente
Pasar Express SAS