How to raise a claim

How to raise a claim


Quick Guide
To claim for a lost or damaged order, follow the steps below: 
1. Login to Seller Portal
2. Go to "Order" from the menu bar on the left side
3. Go into the order's details, "MORE ACTIONS" 
4. Click on "RAISE A CLAIM" button

Warning: Ensure you submit the product cost invoice and not the commercial invoice (retail price), otherwise, the claim will not get accepted by the carrier. Also, the claim must be submitted within 15 days from the day the order was delivered.
Order Journey

Which courier services can I claim?

We can raise a claim for all tracked courier services across all different warehouses.

However, none of the carriers accepts claims for items made from fragile materials such as glass, porcelain, earthenware or other similar materials, works of art, jewellery (including watches) with a value of up to £250, precious metals (including gold or silver items) with a value of up to £250 and antiques.


When can I raise a claim?

You are able to raise a claim for the following cases:

  1. Lost in transit - The order entered the carrier 's network but stopped moving for more than 7 days.
  2. Damaged in transit - The order was delivered or returned to sender damaged

Carriers do not accept claims for "Not Scanned - Lost" orders. For more details, please visit What is a "Not Scanned" order?

How can I raise a claim?

If you have a lost or damaged in transit order, please follow the steps as shown below to submit a claim. Once the support team receives your claim, they will raise it with the carrier and keep you updated for the outcome.

Steps:
  1. Login to Seller Portal
  2. Go to "Orders" in the navigation menu
  3. Search for the order number, and click on the 3 dots and then on "View Order details"

  4. Click on "MORE ACTIONS"
  5. Then, click on "RAISE A  CLAIM"

  6. Last, follow the steps on the screen based on your case and submit the claim.
To monitor your claim updates, please go to "Claims" dashboard in the Seller Portal. The outcome of a claim can take up to 30 days.

If you have any questions and require assistance, please don't hesitate to contact our support team here.


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