Effective September 1, 2020: Deliverr can no longer file carrier claims for orders that have shipped over 30 days from the order's ship date. Additionally, Deliverr will no longer issue Return to Senders for issues outside of our control.
When filing a claim, please note that we will require the following:
- A copy of the email received from the customer
- Images of the product (if damaged)
- A commercial invoice for the product displaying the wholesale value
To initiate the claims process, you can create a case here.
Please note that Deliverr is not able to file claims for restricted products as outlined in our Help Center.
If your 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. As a reminder, please note that we are not able to file claims for restricted products as outlined in our Help Center.
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 Support case, we recommend you respond 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
There are times when 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 business days of inactivity in the same status, Deliverr will treat this order as lost in transit.
Like with 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.
COVID-19 Update: Due to COVID-19, many carriers are experiencing delays. As a result, the period of inactivity with the carrier has been increased to 12 business days before we can process any claims. More information can be found in our COVID-19 Status Update Help Center article and in our blog post on carrier delays here.
We strive to ensure all of our orders are delivered within our Delivery SLA and are proud of our high on-time delivery rate. However, due to circumstances that are out of our control such as inclement weather and carrier delivery disruptions, we are not able to guarantee that all the orders will be delivered on time. When an order is impacted by out-of-control unforeseen circumstances, we will often mark that as such on the order itself in the portal. An example is here:
If you find that an order has been late due to shipping delays you can reach out to the support team and file a case.
COVID-19 Update: All carriers including FedEx, UPS and USPS have removed delivery guarantees. As such, we are not able to issue reimbursements for late deliveries due to carrier delays. This may impact our ability to maintain a high on-time delivery rate. USPS and DHL are especially experiencing delays due to COVID-19, so please allow additional 5 business days before creating a Support case regarding a late delivery.
To initiate the claims process for damaged or lost orders, please feel free to create a case here.
More information can be found in our COVID-19 Status Update Help Center article and best practices can be found in our blog post on the subject here.