The quickest and most efficient way to submit a claim is directly through the order page of the affected order. This method allows us to access order details right away, streamlining the verification and speeding up the processing of the claim. Here's how to do it:
1. Click Contact Support in the top-right corner of the order page.
2. Select "I need help with tracking and delivery issues: not received, damaged, missing or wrong items."
For issues that are not regarding lost or damaged orders eligible for reimbursement, please reach out to Customer Support by selecting "I have a general question". Claims are only processed for orders that were lost or damaged in transit. |
3. Choose the issue type and provide a description about the problem.
4. The Issue type dropdown will feature five options:
Issue type | Before submitting... | More tips... |
Damaged |
In the Description box, please list the specific items damaged in the parcel (the SKU name and ID) and the quantities. | 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. |
The declaration must match the customer details and include the tracking code and Hive’s address (the sender address). |
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. | Photos help us identify the root cause of the missing items and ensure thorough internal checks. If they show that the carrier repacked the parcel, we will change the issue type to “Damage” and initiate a carrier claim. |
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. | Photos help us identify the root cause of the wrong items and ensure thorough internal checks. If they show that the carrier repacked the parcel, we will change the issue type to “Damage” and initiate a carrier claim. |
Tracking not updated Select this option for orders that have not received any tracking updates. |
National shipments - 7 days International shipments - 14 days Express shipments - 3 days |
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.
Please avoid submitting multiple claims for the same shipment in an attempt to speed up the process, as this will only delay the resolution. Additionally, please do not create a ticket for Customer Support to inquire about a claim if it was submitted less than ten weeks ago.
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!