Once you submit a claim on the Hive App, we review it to verify that it is compliant by checking the issue type, deadlines, and documentation.
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-submit 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-submit it with the correct issue type (“Damaged”) along with the corresponding documents.
2. Deadlines
Hive must follow the claim submission deadlines outlined in the Terms & Conditions of our carrier partners. If you try to submit a claim although the deadline exceeded, the Hive App will not allow you.
| Tracking not updated | 20 business days from the shipped date |
| Delivered not received | 20 business days from the shipped date |
| Damage | 4 business days from the delivered date |
3. Documentation
| Document | Issue type | Notes | More tips |
|
Order invoice |
Tracking not updated |
Must not be a value of €0.00, cannot be an order confirmation screenshot. |
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. |
| Declaration of non receipt | Delivered not received | Signature must be hand-guided with a mouse or hand-written. |
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. |
| Photos |
Damaged Wrong items Missing items |
Why do we require photos to start an investigation? |
This allows us to verify that appropriate protective materials were used and that packaging guidelines were followed. |