Once you submit a claim on the Hive App, we review it to verify compliance with the carrier’s policies.
1. Issue type fields. We verify that the issue type you selected during the claim submission is accurate.
Eg: If you chose “Tracking not updated” but the order is marked as delivered on the carrier’s tracking page, we will select “Delivered not received” instead. In this case, we will reject the claim so you can re-upload it with the correct issue type and the corresponding documents.
Eg: If you selected “Missing item,” but the parcel was repacked by the carrier -- justifying a carrier claim -- we will reject the claim. This allows you to re-upload it with the correct issue type (“Damaged”) along with the corresponding documents.
2. Documentation
Documents you do not need to upload: - A screenshot of an email from your customer. - A screenshot of the tracking page of the order. - A screenshot of the confirmation of order (instead of the invoice). - Packing slips. |
Necessary documents:
Issue type | Required documents | Notes | |
Tracking not updated including claims for unscanned shipments Delivered not received Damage |
Order invoice | Must not be a value of €0.00. |
If the invoice is for a duplicate order, the selling price of each SKU must be listed, even if the invoice total is €0.00. |
Delivered not received | Declaration of non receipt | Must be the declaration specific to the carrier. |
The declaration of non receipt must either be specific to the carrier used for the shipment or use the Hive-labeled declaration approved by carriers that do not provide a standardized version. |
Must be signed |
The signature must be handwritten or manually drawn with a mouse; it cannot be a pre-made signature from a word processing app, or typed in block letters. |
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Required fields order details |
Tracking code, shipping date, sender address, etc. | ||
Required fields customer details |
Recipient's full name, address, phone number, etc. | ||
Damage including claims for wrong/missing items |
Photos |
Damaged SKU | |
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Inner packaging (including filling material) |
This allows us to verify that appropriate protective materials were used and that packaging guidelines were followed. |
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Outer packaging (including shipping label) |
This helps identify any signs of carrier mishandling and ensures the order matches the parcel. |
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