Damaged units can be identified during the inbound process at Deliverr’s Forwarding Centers (crossdock) and warehouses. These damages can be caused due to Seller carrier issues (if shipped on seller’s rate), during transit to Deliverr, and/or within Deliverr. Regardless of the reason for the damages, Deliverr will alert the Seller right away and proactively credit the Seller on any Deliverr-caused damages to minimize disruptions to daily operations.
All sellers with damaged units (not expired units) identified during the inbound receiving process at the crossdock and FCs will be notified via email. The relevant claims information will appear on the Seller Portal under the Inbound Problems section.
Deliverr will determine whether the damaged unit is caused by Deliverr or Seller’s carrier based on the state of the damaged unit and shipping container, the shipping method (Deliverr’s rate or Seller’s rate), and the distribution method (forwarding or direct). For a detailed explanation of how this is determined, please see the section below [Insert link to question below].
There are three possible resolutions for damaged units identified during receiving:
- The damaged units are caused by Deliverr, and Deliverr was able to proactively reimburse with 40% of the retail price. The reimbursement will show up as a credit in 1-2 billing cycles.
- The damaged units are caused by Deliverr, but Deliverr was not able to find the retail price. The seller will be able to view the detailed damages information in the Seller Portal. Deliverr support will reach out to request a commercial invoice and issue a credit.
- The damaged units are caused by the Seller’s carrier. It is recommended that sellers reach out to their carriers to file a claim. No reimbursement will be issued in this case. If the Seller believes that this requires further investigation, please reach out to Deliverr within 7 days of notification.
If the Seller believes that the damaged unit's resolution is inappropriate, they may dispute the resolution at the bottom of the damaged unit details page under “Dispute Resolution.”
If the product was determined to be hazardous, leaking, or in any other inappropriate condition at the time of identification, it will be automatically disposed of, and the disposal status will reflect it. Otherwise, the unit will be automatically disposed of free of charge after 7 calendar days.
FAQ
Which sellers are eligible for proactive damaged unit reimbursement?
All sellers with damaged units (not expired units) identified during the inbound receiving process at the crossdock, and FCs will be notified via email and have the relevant claims information show up on the Seller Portal under the Inbound Problems page section.
Which damaged unit claims are eligible for proactive damaged unit reimbursement?
Damaged units (not expired units) were identified during the receiving process at the crossdock, and FCs are eligible for proactive damaged unit reimbursement.
There are three possible scenarios for these eligible damaged unit claims:
- The damaged units were caused by Deliverr, and Deliverr was able to proactive reimburse 40% of the retail price. The reimbursement will show up as a credit in 1-2 billing cycles.
- The damaged units are caused by Deliverr, but Deliverr was not able to find the retail price. The seller will be able to view the detailed damages information, and Deliverr support will reach out to request a commercial invoice and credit based on it.
- The damaged units are caused by the Seller’s carrier, and sellers are recommended to reach out to their carrier to file claims. No reimbursement will be issued in this case. If the Seller believes that this requires further investigation, please reach out to Deliverr within 7 days of notification.
Which damaged unit claims are not eligible for proactive reimbursement?
Damaged units that are not eligible for proactive reimbursement:
- Deliverr caused damaged units without retail price harvested identified during receiving
- Receiving expired units
- Restricted products
For damaged unit claims that are not eligible for proactive reimbursement, how will they be processed?
Damaged unit claims that are not eligible for proactive reimbursement will be manually processed by support. Seller will receive an email notification from Deliverr Support advising on the next steps.
How does Deliverr determine if a damaged unit claim is Deliverr caused or Seller caused?
Deliverr will determine whether the damaged unit is caused by Deliverr or Seller’s carrier based on the state of the damaged unit and shipping container, the shipping method (Deliverr’s rate or Seller’s rate), and the distribution method (forwarding or direct).
For damaged units identified at Crossdock during receiving:
- If shipped on Deliverr’s rate → Deliverr caused
- If shipped on Seller’s rate, and
- The shipping container is not damaged → Deliverr caused
- The shipping container is damaged → Seller's carrier caused
For damaged units identified at FCs during receiving:
- If shipped via forwarding → Deliverr caused
- If shipped via direct and
- The shipping container is not damaged → Deliverr caused
- Shipped on Seller’s rate and the shipping container is damaged → Seller carrier caused
- Shipped on Deliverr’s rate and the shipping container is damaged → Deliverr caused
How will sellers be notified of damaged units?
Sellers will be notified via email and can access a list of inbound receiving damaged unit claims on Seller Portal’s Inbound Problems page.
What information will be provided to the seller for the damaged unit claim?
Seller will be able to see the reimbursement status, amount, the number of damaged units, shipping plan, PO#, Product name, Deliverr vs. Seller carrier caused, date found, photos, etc.
When will the reimbursement credit show up on the seller’s account?
The reimbursement credit will show up on the Seller’s account within 1-2 billing cycles.
How do sellers submit for dispute?
Sellers can dispute using two different methods:
-
Seller Portal Inbounds Problems Page in the claims details blade. This will automatically generate a Zendesk ticket to support, requesting a manual investigation.
-
Damaged unit notifications email to direct to the submit ticket page, seller will need to provide information regarding the claim and specify the investigation required.
Once the dispute is submitted, the status of the claim will be changed to “WITH DELIVERR”.
What if the commercial invoice seller-provided is higher than 40% of the harvested retail price?
If during the dispute, the commercial invoice provided by the seller is higher than 40% of the retail price, support will reimburse based on the commercial invoice amount.
What if the seller needs additional information on damaged units?
If additional information is required, please submit a request within 7 calendar days of damaged unit notification. Damaged units will be disposed of automatically after 7 calendar days.