Effective March 31, 2021: Deliverr can no longer file claims for orders with a Promise Delivery Date more than 30 days old. Additionally, Deliverr will no longer issue Return to Senders for issues outside our control.
Create a Claim
Deliverr requires the following when you file a claim with us:
- Copy of the email received from the customer
- Images of the product (if damaged)
- A commercial invoice for the product displaying the wholesale value. If a commercial invoice is not available, Deliverr will default to 40% of retail value.
You can create a claim in your Orders page by following the steps in this Help Center article.
Note: Deliverr is not able to file claims for any restricted products.
Types of Claims
If an order arrives damaged and if you are able to provide sufficient proof of this damage, Deliverr will file a claim with the carrier on your behalf and credit you the wholesale value of the damaged product(s) as well as the fulfillment fee you were charged.
Please note that product packaging should be able to withstand the rigors of shipping and handling without requiring any special handling per our Help Center article here.
After you submit your case to our support team, we recommend you respond directly to your customer with a remedy that you deem fit which may include a refund and/or a re-shipment of a replacement item. If you choose to re-ship the order with Deliverr, outbound fulfillment fees will apply.
Orders Lost in Transit
Sometimes an order will ship and the tracking shows that the order is stuck in a pending or "pre-shipment" status. Unfortunately, this happens from time to time due to carriers missing a scan. If you notice that the order has had 7 calendar days of inactivity in the same status, Deliverr will treat this order as lost in transit.
Like damaged orders, Deliverr will file a claim with the carrier on your behalf (once we received proof of non-delivery from the customer) and credit you the wholesale value of the product(s) lost as well as the fulfillment fee you were charged.
Updates: The most up-to-date information on orders, warehouses and carriers can be found in our seller-facing document here.
We strive to ensure all of our orders are delivered within our Delivery SLA (service level agreement). However, due to circumstances outside of our control (including but not limited to inclement weather and carrier delivery disruptions), we are not able to guarantee that all orders will be delivered on time.
When an order is impacted by unforeseen circumstances outside of our control, we will mark that order directly in the seller portal, as shown here:
If you believe that an order is delivered late due to shipping delays, please contact our support team.
What happens when a claim is filed?
When a claim is filed, you will receive an email notifying you of the claim when it has been reviewed. You can track the claim filed by viewing the claim under the order page. Email notifications are sent for pending, approved, rejected, and retracted claims.
Can I appeal a denied claim?
If we deny your claim and you have accurate information for us to review, you can submit an appeal email to Deliverr Support within 30 days of an order's Promised Delivery.