Do you want a reimbursement or do you have questions about our services and want to speak to an agent?
When should I submit a claim?
Well, 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.
Carriers approve claims for orders that are lost or damaged during transit. Similarly, Hive will provide reimbursement only if an order shipped from our fulfillment centers either didn’t receive a First Hub Scan (meaning it was lost shortly after being shipped) or was damaged due to inadequate packaging.
2. The issue for which you are submitting a claim must be eligible for compensation.
Issues not eligible for reimbursement include late deliveries, customer dissatisfaction, rude delivery personnel, and similar concerns. Carriers also do not reimburse for deliveries where they met their contractual obligation for the number of delivery attempts.
Furthermore, reimbursements are not possible for orders returned to our fulfillment centers, even if the return was due to carrier error—unless the return was caused by Hive incorrectly sorting the order.
When should I create a ticket for Customer Support?
In general, you should create a Support ticket for issues that fall outside the scope of a claim, general inquiries about our services, or specific questions that require input from one of our Specialists.
We also have valuable information in articles that are already in our FAQs, so please check those before reaching out to us via a Support ticket. Some examples are below: