If your customer reports damage to one or more items, we must start an internal investigation as well as an investigation with the carrier by submitting a claim. These investigations are essential to pinpoint the root cause of the issue, as they can originate from your supplier, the carrier, or internal processes within Hive.
Please ask the customer to take a photo of the following:
- the shipping label
- the outer packaging
- the inner packaging (including the items received and the packing material used)
Upon receipt of these photos, please promptly forward them to the Customer Support team visa Hive Hub, along with a copy of the order's invoice.
If the invoice comprises a "set" without a separate listing for the damaged item on the invoice, kindly include evidence of its retail price (a screenshot from your company's website indicating the price of the individual item is sufficient). If the cost of the damaged items is missing from the invoice, the carrier will automatically reject our claim.
The deadline to raise all damaged orders is 4 business days from the delivery date. An investigation will start upon receipt and may lead to a carrier claim, which will be visible in the dedicated Claims section on the Hive App.
Please be aware that the resolution of the claim can take up to 10 weeks or longer, particularly for international shipments. If, after 10 weeks, the claim remains unresolved, it indicates ongoing carrier investigation. Rest assured, we are actively pursuing updates from the carrier, and there's no need for you to follow up. The claim status will be updated in the Hive App as soon as we receive any new information.
Notes
- Orders shipped with DHL:
- If the order was shipped via DHL, the recipient is required to bring the order in its original condition to the nearest DHL Parcel Shop for inspection. At the branch, they will obtain a physical damage report, which should be scanned and sent to us along with the photos and invoice through Hive Hub.
- Order shipped with DHL Warenpost and Lettre Verte:
- DHL's Warenpost shipping method, as well as Lettre Verte, provide limited tracking capabilities and do not offer liability for damage. Consequently, we are unable to initiate an investigation for these orders.