Before you start, please note:
For issues that are not regarding lost or damaged orders eligible for reimbursement, please reach out to Customer Support by submitting a ticket. Claims are only processed for orders that were lost or damaged in transit. |
In addition to submitting claims through the Order page, you can submit a claim through the Support section. Here's how:
1. Click on Support in the bottom-left corner of the Support page.
2. Then, click Claims.
3. From there, click Create claim in the top-right corner.
4. In the Create claim pop-up, simply provide the required details about the order.
The Issue type dropdown will feature five options:
Damaged |
Select this option for orders visibly damaged during transit. Minor damage to the outer packaging does not qualify for a claim. In the Description box, please list the specific items damaged in the parcel. |
If the order includes a bundle with items not explicitly listed on the invoice, please attach proof of each affected item’s retail price in the Screenshot of Retail Price of Damaged Goods photo upload. |
Delivered not received |
Select this option if the delivery updates show the order was delivered to the customer, but the customer claims they did not receive it. |
If the carrier requires a Declaration of Non-Receipt, please ensure it is fully completed and includes a handwritten or mouse-guided signature before sending it to us. |
Missing items | Select this option if your customer claims that an item is missing from their order. In the Description box, please list the missing item and quantities. |
If the uploaded photos show that the carrier repacked the parcel, we will change the issue type to “Damage” and initiate a carrier claim. If not, the photos will help us identify the root cause of the missing items and ensure thorough internal checks. |
Wrong items |
Select this option if your customer reports receiving an incorrect item in their order. In the Description box, please list the items received along with their quantities. |
If the uploaded photos show that the carrier repacked the parcel, we could change the issue type to “Damage” and initiate a carrier claim. If not, the photos will help us identify the root cause of the missing items and ensure thorough internal checks. |
Tracking not updated |
Select this option for orders that have not received any tracking updates for 7 days or more (14 days for international shipments and 3 days for express shipments). |
If the order’s delivery status in the Hive App reads “Information transmitted to the carrier” 10 days or more after the shipment date, you should submit a claim and consider creating a new order in the Hive App or your shop platform. |
Our team will review your claim submission. If the reason for the claim qualifies for reimbursement and the uploaded documents are correct, we will initiate an investigation, either internally within our fulfillment centers or externally with our carrier partners. Claims will be processed within the time frame established by our carrier partners. Therefore, you can choose to create an additional order for your customer or wait for the claim to be resolved, although we recommend against the latter option.
We encourage you to regularly check the Claims page on the Hive App for updates, as we will provide information only in the form of resolutions (claim approval or rejection). This way, you can stay informed about the status of your claim without the need for additional ticket requests. We thank you for understanding!