ShipBlu has established a comprehensive claims policy to handle cases of damaged, lost, and missing items in both forward delivery and Return to Origin (RTO) orders
Content:
- Claims policy in forward delivery and RTOs - damaged
- Claims policy for lost orders
- Compensation amounts
forward Delivery
Merchants are required to report damaged items within 24 hours of delivery maximum by 6 PM the next working day, providing essential details to our client support team through our following communication channels: help@shipblu.com or the live chat on your ShipBlu account
Required information for investigation:
- Tracking number
- Photos of the damaged item
- Photos of the packaging showing all aspects of the packaging.
- If the Packaging for the shipments meets our recommended packaging guidelines, we will proceed by opening a claim to be handled by our Quality Assurance Specialist.
- The order will have 14 calendar days from the date of reporting by the merchant as an investigation period.
- A (CRP) Customer return parcel or Exchange order will be created to fetch the damaged item with its packaging from the customer to be investigated by ShipBlu.
- If the customer throws the item in the trash, the complaint is invalid and will be closed immediately.
RTO orders
The same process applies, with one change: ShipBlu holds no liability once an RTO order is returned to the merchant and signed for.
It is the merchant's responsibility to inspect all returned orders on the spot, note any damages, highlight the damaged orders on the receipt, and write not received next to it.
Claims policy for lost orders
In case of a lost order, an internal investigation will be opened with all parties involved in dealing with the shipment and compensate you within 14 calendar days.
Compensation amounts
ShipBlu pays the order's COD or a maximum of 500 EGP as compensation.