As a general guideline, a claim must meet two criteria:
1. The order for which you want to submit a claim must be lost or damaged in transit.
Carriers only approve claims for orders that were either lost or damaged during transit. Similarly, Hive will reimburse you only if an order shipped from our fulfillment center did not receive a First Hub Scan (lost) or was damaged due to insufficient packaging.
2. The issue for which you are submitting a claim must be eligible for compensation.
These include late deliveries, upset customers, rude deliverymen, and more. Additionally, our carrier partners do not reimburse for orders that were returned to our fulfillment centers, even if they are in the wrong.
When should I create a ticket for Customer Support?
In general, you should create a ticket for Customer Support if you encounter an issue that falls outside the scope of a claim. This includes issues that are not eligible for reimbursement or that may be more complicated and require real-time assistance.
Create a ticket for Customer Support in the following situations:
•If you want to change your packaging guidelines.
•If you need technical support.
•If you want to know how long your restocking shipment will take to arrive.
•If you would like to schedule a call to discuss our claims process or any other processes.