Effective September 1, 2020: Deliverr can no longer file claims for orders with an order ship 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 20% of retail value.
Please contact our support team to start the claims process.
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.
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 calendar 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.
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.
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 an additional 5 calendar days before you contact our support team about a late delivery.
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.