Claims are processed only for lost or damaged items eligible for reimbursement. For all other issues, please reach out to our Customer Support team by creating a Support ticket.
We support claim submissions for five specific issue types:
| Damaged |
Select this issue type for orders damaged in transit. Please note that minor damage to the outer packaging alone does not qualify for a claim. |
| Delivered not received |
Select this issue type if the carrier’s tracking page shows the order as delivered, but your customer states they did not receive it. |
| Missing items | Select this option if your customer claims that an item is missing from their order. |
| Wrong items | Select this option if your customer reports receiving an incorrect item in their order. |
| Tracking not updated |
Select this option for scanned shipments with no updates to their tracking pages. •National orders: No tracking updates for 7 calendar days or more •International orders: No tracking updates for 14 calendar days or more •Express shipments: No tracking updates for 3 calendar days or more
For unscanned shipments, use this issue type if the Hive App still shows the order status as “Information transmitted to the carrier” 10 days or more after the shipment date. |