Carrier Claims
Carrier claims are between the sender (Hive) and the carrier. Once you submit the claim on the Hive App, we then submit a claim on your behalf, with the carrier. We work with multiple carriers across five countries, each with their own claim processing timelines. Typically, carriers take between four to eight weeks to provide a resolution for claims. Once a claim is resolved, its status will be marked as “Accepted” or “Rejected” in the Claims section of the Hive App.
Hive Claims
Hive claims address errors that occur in the fulfillment center and do not involve contacting the carrier. For example, if a wrong item is included in your customer’s order, we conduct an internal investigation and provide reimbursement if the error is confirmed to be ours. Most importantly, we provide feedback to our fulfillment team to ensure the mistake doesn't happen again.
In general, Hive claims are resolved faster than carrier claims because the investigation process is handled internally. We aim to investigate and resolve these cases within one week, unless additional investigation is required.
What do I do while I wait for the claim to be resolved?
Claims are not designed for immediate resolutions, and some may require multiple touchpoints and discussions with carriers and our fulfillment team before being fully resolved. To avoid keeping your customer waiting for a reimbursement or replacement, it’s better to submit the claim for the original order while simultaneously creating a new order for them.
We take great care when submitting claims, ensuring that invoices match the order, declarations of non receipt are properly signed, that we meet the deadlines set by carriers, and so on. Because of this attention to detail, we share your disappointment when a claim is rejected. However, please rest assured that even after an initial rejection, we always push back and explore every possible route to get the claim accepted.