Note: Due to anticipated delays with carrier partners during the holiday season, we will require 12 calendar days of inactivity for "lost in transit" claims from 11/15/2021 - 01/15/2022. Additionally, the "Submit Claim" button will appear 5 business days after the Promised Delivery date in your Seller Portal.
Create a Claim
Deliverr requires the following when you file a claim with us (Deliverr will only file claims for orders with a Promise Delivery Date within the last 30 days)
- Copy of the email received from the customer
- Images of the product (if damaged)
- An invoice showing the commercial value (cost of goods purchased or produced) for the units. If an 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 unable to file claims for any restricted products and is only eligible for a $300 replacement value reimbursement.
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.
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 (12 calendar days 11/15/2021 - 01/15/2022), 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.
Note: For international orders, orders without tracking movement for at least 21 days are eligible for lost in transit claims. Please submit a Support ticket in order to file a claim for an international order that meets these criteria should you not be able to do so on the Seller Portal Order page.
The most up-to-date information on orders, warehouses and carriers can be found in our seller-facing document here.
Delivered but Lost
Although uncommon, there are situations when a customer will state that they didn't receive their package even though the carrier's tracking status marks the package as 'Delivered'. If the tracking information shows that the package was delivered, but your customer is unable to locate their package within 48 hours of the Delivered timestamp, we suggest asking your customer to check the following:
- Verify the shipping address provided
- Look around the delivery location for your package (e.g. left outside a nearby apartment)
- Check your mailbox or mail storage room
- Ask if someone else in your household accepted the package on your behalf
If your customer is still unable to locate their package 48 hours after the Delivered timestamp, and you are able to provide customer proof acknowledging they did not receive the package, you can file a claim through Seller Portal. If your claim is approved, we will credit you the fulfillment fee for the order.
If you have reason to believe that the package didn't get delivered to the correct address as listed in Seller Portal (e.g., wrong picture, incorrect carrier description), please contact our support team to file a claim rather than submitting a claim through Seller Portal.
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.
What caused my claim to be retracted?
Claims that have been retracted are those that were approved incorrectly. This could be due to our system automatically approving a claim that isn't valid, or because an item is restricted, among many other reasons. The retraction explanation is for the benefit of the seller, and this notice will appear on the seller's order page.
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.
Claims for replacement orders
Deliverr is in the process of testing a process for shipping replacement packages for packages we identify as lost. Any orders for which we send a replacement are not eligible for claims submission if the order is NOT delivered. Once the order is delivered, a claim can be submitted if the package has experienced damage.