Raise Claim with Eshopbox
- Rita Saini (Unlicensed)
Eshopbox keeps high standards for operational excellence, and our tools make recovery quick and painless for you when issues do arise. Orders shipped inaccurately as a result of an error will be corrected at no extra cost (i.e. free handling and shipping) at the same service level based on our service level guarantees.
The Raise claim tool is built to simplify and automate reporting a claim, letting you quickly notify us so we can resolve it. Once a claim is reported in Eshopbox app, we will generally do the following:
Address claim raised
Notify our team of the issue
Provide you with status of claim
Give you Eshopbox credits points
Log the activity in Eshopbox app account history and give you a permanent record of the issue.
This article will help you to know our policies and shows you how to use the tool to raise a claim in Eshopbox app .
Our Claim Policies
Before raising claim, please go through our policies:
Your account must be in good standing and no exclusions must be present.
For raising claim you must use the “raise claim” interface in your Eshopbox app on a per order basis.
All claims filed through Eshopbox app for packages lost or damaged in transit must be filed within 30 days of the original ship date. Any claims submitted after this time frame will not be valid for processing or reimbursement.
The claim amount will not cover the shipping cost of the lost/damaged order.
You might need to attach the invoice as proof of the value of the item.
We can only provide a refund for the order value at the time it was fulfilled (e.g. if you sell a shirt for Rs 2000 but you had a promotion for Rs 200 off for this order, then we would only refund Rs 1800 on this order and not Rs 2000).
In the event, you have paid for priority pick and pack service on any order and we are unable to ship within the assured time window, you will get Eshopbox credit points in your Eshopbox account within 7 business days for the extra charge you paid to avail priority pick and pack service.
Eshopbox will take 45-50 days from the date your claim is raised. If the request is part of exclusions, your claim will be rejected with reason. If it is a genuine mistake from Eshopbox end you will receive Eshopbox credits points in your account within the defined time period.
The maximum amount of claim that you can receive is ………………………
We do not address queries related to credit in your bank account against claim raised.
We will be unable to process claims for orders shipped in custom packaging and orders that contain products indicated as ‘fragile (does not pass 4ft drop test)’ in the Eshopbox product catalog.
All packaging material and damaged goods must be kept in the original form as received. Packaging and damaged goods should not be disposed of before a claim is completed as photographs will be required. Failure to comply can result in the denial of the claim due to insufficient packing.
Concealed Damage – Allows for the discovery of loss or damage up to 15 days after final delivery. The loss is deemed to have possibly occurred during the transit. Discovery of loss or damage occurring 16 days or later after final delivery is deemed to have occurred while the shipment was NOT in transit, and therefore, is not covered.
Any order error owing to incorrect product information will not be considered as an order defect. For example, incorrect product dimension or weight entered in channel listing leading to overcharging of shipping or any other fees.
In an event causing multiple error instances, you have to raise multiple claims in Eshopbox app.
Order defect to be calculated at order level and not order-item level.
Claim do not cover damaged items received in case of return as loss of inventory.
Mechanical and Electrical Derangement – Loss of or damage due to mechanical, electrical, or electronic derangement unless there is evidence of external damage to the item or its packaging. Data files and installed computer programs are not covered for erasure, corruption, or loss.
If you are filing claim for a damaged item and we have processed your claim and provided you with Eshopbox credit points, we will have the right under our custody.
Please go through general exclusion.
Raising a claim
To report a problem, begin by clicking finding the order in question in your Eshopbox app. You can do this by finding by searching for the order ID, customer name, or other detail. Clicking on raise a claim, a detail page will allow you to quickly act on the most common fulfillment issues.
Lost shipment
If a shipment has been lost by us, you can quickly file a claim, and fix the problem. Click My package is lost to raise a claim.
Eshopbox will show the shipment amount claim summary. Enter a description of the loss and upload an invoice of bill of materials showing the cost of the lost item. Then, click submit claim to submit the claim for processing.
In addition to reporting the lost shipment, you may also want to Duplicate the original order and send it again. This can be initiated prior to filing the claim, or once the claim is filed.
Damaged shipment
If a shipment has been damaged by us, you to quickly file a claim and fix the problem. Click My package is damaged to raise a claim.
Eshopbox will show the shipment amount in the claim summary. Enter a description of the damage done to the product, and click submit claim to submit the claim for processing.
Inaccurate shipment
If your product was shipped inaccurately (either over shipped, or under shipped), we make fixing the problem easy and fast. Click Eshopbox shipped the wrong thing to raise a claim.
Over shipping
Over shipping occurs when more items were shipped than were ordered. If your order was over shipped, click the One or more extra or wrong items were included. If you know how many of each item was over shipped, select I know the details of the over shipment, and enter the quantity of each product (ESIN) over shipped.
You can then specify whether you want to create a shipping label for the customer to send the order back, or to let the customer keep the item.
Under shipping
Under shipping occurs when one or more items are missing from an order. If your order was under shipped, click the one or more items were missing and enter the quantity of each product (ESIN) under shipped.
You can then specify whether you want Eshopbox to create a new order for the missing items at no cost (based on our service level agreement). If select this, upon submission of the claim the new order will be created in your history, where you can edit or hold the order. Your account will be credited with Eshopbox credit points for the cost of shipping the missing items, at the original service level.
Tracking your claim
Most claims are resolved 30-45 days after all of the information required to process the claim is submitted. Key steps:
Initiated – Once your claim is submitted, you will see that it is in the ‘Initiated’ status
On Hold – If we require any supporting documents to process your claim, the filing will go on a hold status until you can provide the necessary information. We will email you with any requests for documentation, and you will also be notified in your Eshopbox app.
In Process – In the case of a lost shipment claim, we will trace to see if the shipment can be located. For a damaged claim, we will review the claim to make sure it is in compliance with coverage terms. This time your claim will have in process status.
Paid – Your claim has been approved, and a check has been mailed to your business address.
Other possible final steps: Denied, Cancelled, Closed, or Expired. Denied claims will have not been accepted because of the reason given with claim. Canceled claims are those you chose to withdraw. Closed claims would happen in instances where a claim self-resolved (e.g. a lost shipment was found). And finally, Expired claims would only happen in the event where you did not provide necessary documentation within the expected time period.
You can always verify where in the process your claim is, simply by using Eshopbox app. We will also notify you of any change that happens to your claim through an email. Finally, you can also filter out any of your recent lost or damaged claims. We will show all claims filed, and their current statuses.