In the case of wrong, missing or damaged items, we need to start an internal investigation to determine the root causes, as this issue can stem from within Hive or on the carrier side, or even sometimes a mistake from one of your suppliers.
To investigate, we always require the following:
- a photo of the shipping label, so that we can match the customer to their order in our system, and this is a requirement from the carrier to match the claim to the shipment,
- photos of the outer packaging, to check the size of the outer packaging used for the order and allow us to check for potential damages,
- photos of the content of the order and the inner packaging, to check the filling material used and the items received by the customer.
Please note: our policy follows industry standards. In case any of the photos are missing, we will not be able to start an investigation.
The photos of an order with its shipping label are essential to our investigation process for the following reasons:
- if the customer received incorrect items, the photos help us determine which items they did indeed receive, which allows us to decide the appropriate course of action to remedy the situation,
- knowing the details of what went wrong with an order helps us gather feedback to improve our picking and packing process and prevent such mistakes from happening to subsequent orders.
Our pickers and packers take great pride in their work and like to know what can be improved for the future, and our internal investigation will help determine the exact steps to correct the issue based on the individual circumstances of each situation.