Evidence required for filling claims

Ensuring that the evidence meets the below criteria will speed up claim processing and help us resolve issues more effectively.

To help us resolve claims quickly and accurately, please provide specific evidence based on the type of claim. Each claim type has unique requirements for photos and documentation, which are outlined below. And remember, if you do not attach all the evidence required, we may close your claim as we will be unable to investigate it. 

Damaged Goods

Decoded Goods

Expired Goods

Incorrect GTIN

Tester Products

Unsuitable Ingredients

Delivered to Wrong Address

Lost Shipment

Missing Items

Return to Sender

Other Claims

Printable guide

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Damaged Goods  

Definition: Products arrived in unsellable condition due to damage.  Required Evidence:

• Photos: 
  • Box: Photos from all sides, including the tracking sticker, tape, and visible damage.  
  • Products: Clear images of damaged items, showing the GTIN (Global Trade Item Number) and allowing for a count of damaged products.  
• Document: Proof of delivery (POD) indicating the damage was noted upon delivery.  

Notes: Any visible exterior damage should be reported to the delivery driver at the time of receipt.  

Decoded Goods  

Definition: Received items are decoded, missing their usual retail identifiers.  Required Evidence:

• Photos:  
  • Box: All sides, clearly displaying the tracking sticker, tape, and any damage.  
  • Products: Detailed images showing why products are believed to be decoded and the GTIN for each affected item.  
• Details: Information about which GTINs are affected and how many items are involved.  

Expired Goods  

Definition: Products have expired or do not meet the required shelf life per our terms.  Required Evidence:

• Photos: 
  • Box: All sides, showing tracking information, tape, and any damage.  
  • Products: Clear images showing GTIN, expiration date, or batch code to confirm production date. 
• Screenshot and Website: URL and screenshot of where the expiration information is validated to help us duplicate the check.  
• Details: List of affected GTINs and quantities.  

Incorrect GTIN  

Definition: Received products differ from the ordered GTIN.  Required Evidence:  

• Photos:  
  • Box: Photos from all sides, displaying tracking, tape, and any damage.  
  • Products: Images showing GTIN and branding to confirm the item received.  
• Details: Specify the incorrect GTINs received and how many.  

Tester Products  

Definition: Testers were received mistakenly in place of regular products.  Required Evidence:  

• Photos:  
  • Box: All sides, including tracking sticker, tape, and any damage.  
  • Products: Clear images displaying GTIN and branding.  
• Details: Specify affected GTINs and the number of tester products received.  

Unsuitable Ingredients  

Definition: Product contains an ingredient that is restricted in the buyer’s region.  

Required Evidence:  

• Photos:  
  • Box: All sides, showing tracking sticker, tape, and any damage.  
  • Products: Images showing GTIN, branding, and the ingredient list, highlighting the problematic ingredient.  
• Details: Information about which GTINs are affected and the quantity.  
  
  

Delivered to Wrong Address  

Definition: Tracking shows “delivered,” but items were sent to an incorrect address or not received.  Required Evidence:  

• Details:  
  • Confirmation of the correct delivery address.  
  • Tracking numbers for missing items.  
  • List of GTINs not received.  

Lost Shipment  

Definition: Items were lost in transit, with a status other than “delivered.”  Required Evidence:  

• Details:  
  • Confirmation of the correct delivery address.  
  • Tracking numbers for missing items.  
  • List of GTINs not received.  

Missing Items  

Definition: Some items in the shipment are missing.  Required Evidence:  

• Photos:  
  • Box: All sides, showing tracking sticker, tape, and any damage.  
  • Inside of Box: Image of box contents and any packing slips.  
• Details: List of missing GTINs.  

Return to Sender  

Definition: Entire or partial order returned to sender.  Required Evidence:  

• Details:  
  • Confirmation of the correct delivery address.  
  • Tracking numbers for missing items.  
  • List of GTINs not received.  

Other Claims  

Definition: Any claim not categorised above.  Required Evidence:  

• Details:  
  • List of affected GTINs and quantities.  
  • Reason for the claim.  
• Photos: Relevant photos of the issue, where applicable.
  
  
  

Quick Tip!
To make sure you’re always gathering the right evidence, feel free to print out the guide below and hang it in your warehouse. It’s a handy reference to help you capture the essential details for each type of claim! And remember: following these guidelines when submitting a claim will facilitate a faster review and ensure that we have the necessary documentation to address your issue effectively.