A claim may be rejected for various reasons, either during the submission process or at the resolution stage. If it’s rejected due to an administrative issue -- such as uploading an incorrect document or not providing enough photos -- the rejection notice will include specific details explaining the reason and you will have to submit a new claim.
Incorrect claim submissions
| Missing invoice | Invoices are mandatory for every claim submission. A screenshot of the confirmation of delivery does not qualify. |
| Missing photos | For wrong, missing, or damaged shipments, photos of the following are mandated: the affected SKUs, the inner packaging including the type of filling material used, and the outer packaging including the shipping label. |
| Missing damage report | DHL-specific; this is a document that your customer can print and fill out and then bring to a DHL parcel shop (if the shipment was delivered to their home), or the DHL employee can fill the damage report out if your customer picked the parcel up from the parcel shop. |
| Missing declaration form | This is the declaration of non receipt that most of our carrier partners mandate the completion of. |
| Incorrect claim submission - Missing required documents | |
| Incorrect claim submission - Incorrect declaration form | The declaration of non receipt must be specific to the carrier that the order was shipped with, unless we have expressly provided a Hive-labelled one that some carriers approved of and allow. |
| Incorrect claim submission - Issue does not qualify for reimbursement | These include: a rude deliveryman, a delayed order, an improperly packaged order that did not result in damage, |
| Incorrect claim submission - Carrier contract not managed by Hive | If we ship your orders using your own DHL or Seven Senders contract, you must submit a claim to the carrier yourself. We can only submit claims on your behalf if we manage your carrier contract. |
| Incorrect claim submission - Incorrect order linked | |
| Incorrect claim submission - Wrong/missing information on invoice | The invoice must include the brand's name and logo, the customer's name and details, and the selling price of each item. |
| Incorrect claim submission - Wrong/missing information on declaration form | The declaration of non receipt must include the customer's name and address, Hive's details (including our address), and a valid signature (handwritten or mouse-guided but not a "stock" signature found on a word processing app). |
| Incorrect claim submission - SKUs missing barcodes do not qualify for reimbursement | SKUs with missing barcodes are not eligible for reimbursements if there is a missing or wrong item claim. Please ensure your SKUs are up to date and accurate. |
| Incorrect claim submission - Order repacked by carrier - Submit new claim for Damage | A repacked order with missing items is technically a claim for "Damage", which may require additional documents. Therefore, we will reject the claim with this reason so you can re-submit a claim for damage. |
| Incorrect claim submission - Order delivered - Submit new claim for Delivered not received | Sometimes a claim for tracking not updated is really one for delivered not received, which require a declaration of non receipt. Therefore, we will reject the claim with this reason, so you can re-submit it with the declaration. |
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.