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Claim Submission Process and Policy

During the logistics process, issues can happen. Parcels can get lost, items can be damaged, or a shipment might contain the wrong items. We understand this is an inconvenience, and byrd is committed to helping you resolve this.

This guide explains how to submit a claim and what information is required to process it quickly.

Please note: If you can't submit a claim, this is most likely be due to the deadlines (see below).  

How to Submit Your Claim

You can submit a claim directly from your customer dashboard.

1. Start Your Claim: Log in to your dashboard and find the "Submit Claim" button (this is found on the specific order's detail page).

submit claim button

2. Select Claim Type: Choose the reason for your claim from the list (e.g., Parcel Lost, Parcel Damage, Missing Item).

3. Provide Details & Documents: The form will guide you to upload the specific documents needed for your claim.

    • For Mispicks: You will be able to select which item(s) from your order were missing or incorrect.
    • For all types: You can upload multiple files (like photos, invoices, etc.).

4. Submit: Review your information, add any final comments, and click "Submit."

 

Claim Types and Required Documents

To speed up your claim, please provide all the required documents for your specific issue.

1. Parcel Lost

This category is for parcels that never reached their destination.

a. Tracking Not Updated / Lost in Transit

  • Description: The tracking hasn't updated for an extended time or indicates the carrier never received the parcel.
  • Required Documents:
    • Screenshot of the tracking status.
    • Selling invoice.
    • NPV (Net Production Value) document.

Please note: You must wait a defined period before you can file a "Lost Parcel" claim. This allows the carrier time to complete the delivery. Read more about it in the “Waiting Period” section."

b. Delivered but Not Received by Customer
  • Description: Tracking shows "delivered" (e.g., to a mailbox or neighbor), but your customer states they never received it.
  • Required Documents:
    • Screenshot of the tracking status.
    • Selling invoice.
    • NPV document.
    • A signed declaration of non-receipt from the end-customer.

2. Mispicks

This category is for errors with the items inside a delivered parcel.

a. Missing Item(s)

  • Description: The parcel was received, but one or more items from the order were missing.
  • Required Documents:
    • List of the missing item(s) (you can select this in the form).
    • Selling invoice.

A signed declaration of non-receipt from the end-customer (listing the missing items).

 

b. Incorrect Item(s)

  • Description: The parcel was received, but it contained the wrong items instead of what was ordered.
  • Required Documents:
    • List of the correct item(s) that were missing.
    • List of the incorrect item(s) that were received.
    • Selling invoice.
    • Clear photos showing all incorrect items received.
    • A signed declaration (template made available when submitting the form) of non-receipt from the end-customer (for the correct items).

3. Parcel Damage

This category is for items that arrived damaged.

  • Description: The parcel was received, but the items inside are damaged.
  • Required Documents:
    • List of the damaged item(s).
    • Selling invoice.
    • NPV document.
    • Crucial: Clear photos showing all of the following:
      • The damaged item(s).
      • All internal packaging.
      • Any visible damage to the outer box (from multiple angles).
      • The parcel label (clearly showing the full address).

Claim Policies and Deadlines

Please review these timeframes carefully. Claims submitted outside these windows may be rejected by the carriers.

Waiting Period (For lost parcels with no tracking update only)

You must wait a short period before you can file a "Lost Parcel" claim. This allows the carrier time to complete the delivery.

  • National Shipping: Wait 7 days (from ship date)
  • EU Shipping: Wait 14 days (from ship date)
  • International Shipping: Wait 21 days (from ship date)

Submission Deadline (All Claim Types)

This is the final deadline after which a claim can no longer be submitted.

  • For Lost Parcels with no tracking update (after the waiting period):
    • National: Within 30 days of the ship date.
    • EU: Within 60 days of the ship date.
    • International: Within 90 days of the ship date.
  • For Parcel delivered but not received, Damage & Mispicks (Missing/Incorrect Items):
    • You must submit your claim within 5 working days of the parcel's confirmed delivery date.
  • Why the 5-day limit? This is a strict requirement from all carriers. We must notify them of damage or content issues within this window to be eligible for compensation.

Refund Policy

Once your claim is submitted with all valid documents, our team will review it and coordinate with any necessary partners (like carriers).

  • Parcel Lost: For valid claims, you will be refunded the Net Production Value (NPV) of the items plus the shipping charges. Please note that we must wait for final approval from the carrier, which may have specific reimbursement limits (e.g., based on weight or a value cap).
  • Missing Items: For valid claims, you will be reimbursed the Net Production Value (NPV) of the specific missing items and a proportional amount of the shipping charges. In the event, the fulfillment team confirms that the missing item never left the warehouse, only the shipping charges will be refunded. The item will be booked into the system.
  • Incorrect Items: For valid claims, you will be refunded the Net Production Value (NPV) of the items you should have received, plus the full shipping charges. After reviewing the received incorrect items, byrd might request to return the items and will refund the return shipping costs.
  • Parcel Damage: For valid claims, you will be refunded the Net Production Value (NPV) of the damaged items and a proportional amount of the shipping charges. This is also dependent on carrier approval.

Required Document Definitions

What is a Valid Sales Invoice?

A valid sales invoice must include complete and clear details of the purchase. This helps carriers verify the order and process the claim.

Please make sure your invoice includes:

  • Seller details: Name, address, and contact information.
  • Buyer details: Name, address, and contact information.
  • Invoice number and invoice date.
  • Itemized list of products: Each item’s name, quantity, and unit price.
  • Total amount paid, including any taxes or shipping fees.
  • Shipping address (must match the parcel label).

What is a Valid NPV (Net Product Value) Document?

A valid NPV document must clearly show the actual production cost of the goods, not the retail/selling price. This is a standard requirement from carriers to process claims fairly based on the cost of the lost or damaged goods.

Please ensure your document is one of the following:

  • An invoice or document from your supplier/manufacturer confirming the production cost.

A signed document detailing the breakdown of materials and costs used to produce the item.