We've compiled a comprehensive list (and it's still growing!) of the most frequent reasons for claim rejections, along with examples for better understanding.
If the rejection reasons and explanations in the chart below do not provide you with the insights you need, feel free to reach out to Customer Support for more guidance by creating a ticket in the Support section of the Hive App.
| Rejection Reason | Explanation |
|
Incorrect claim submission According to the carrier's guidelines, the claim was not submitted correctly. |
➡️ Missing photos ➡️ Missing damage report ➡️ Computer-generated signature instead of handwritten signature ➡️ Incorrect declaration of non receipt provided ➡️ Carrier contract not managed by Hive ➡️ Invoice missing mandatory information (value 0, VAT, etc.) ➡️ Declaration of non receipt missing mandatory information (tracking code, recipient's address, etc.) ➡️ Issue does not qualify for reimbursement |
|
Order confirmed delivered by carrier The carrier has confirmed delivery of the order, making it not eligible for a claim or further dispute. |
➡️ Recipient accepted contactless delivery ➡️ Order delivered to replacement recipient or neighbor ➡️ Order delivered to desired location or safe space ➡️ Order delivered to pick-up point and available for collection |
|
Order returning to sender The order returned to our fulfillment center, meaning it was not lost or damaged and is therefore not eligible for a claim. |
➡️ Order not picked up from the parcel shop ➡️ The carrier made the maximum number of delivery attempts ➡️ Order rejected by the recipient |
|
Insufficient evidence of cause of damage |
➡️ The carrier rejected a damage claim ➡️ Hive followed the packaging guidelines ➡️ Possible breakage could be related to the quality of the products - contact your supplier |
| Duplicate claim | ➡️ A claim for the same issue has already been submitted |
|
Order not insured for loss or damage The order was shipped with a carrier that does not provide liability for loss or damage. |
➡️ La Poste Lettre Suivie ➡️ DHL Warenpost ➡️ Deutsche Post Großbrief |
| Too early to start a claim |
➡️ It is too soon to start the claim process based on the carrier's timeline |
| Claim deadline expired |
➡️ It is too late to start the claim because it was submitted after the deadline. |
🚩 Before filing a claim on the Hive App for a lost or stuck order, there should be no updates on the carrier’s tracking page for at least seven days.
🚩 Ensure there have been no updates on DHL’s tracking page for at least 14 days before using the Hive App to file a claim for late deliveries of international orders.
🚩 If an order appears to lack a first carrier hub scan, kindly wait 10 days from the shipping date before filing a claim and keep the tracking page checked.