How to Submit a Claim

At Qogita, we know that things sometimes go differently than planned, and we want to make submitting a claim as easy and stress-free as possible for you—you can submit a claim directly from your account without having to contact support.

To submit a claim directly from your account, follow these simple steps while logged in:

• Go to your "Orders" section and find the relevant order.
• Click on the "Make a Claim" button.
• Follow the instructions on each step, using the guide below to assist you.

If you need help at any step, please get in touch with us at support@qogita.com.

Step 1: Starting a New Claim

Select the relevant seller/shipment to which your claim relates from the drop-down menu to start a new claim.

Once you've chosen your seller/shipment, search and add the affected GTINs for that seller/shipment using the search field below the drop-down menu.

Step 2: Enter the Quantity of Affected Items

Once you've completed step one, enter the quantity of affected items.

Step 3: Upload Evidence

To make sure your claim is processed quickly and accurately, please upload the supporting evidence and documents listed below when you submit your claim.

Just so you know, blank or missing photos will result in your claim being deemed invalid, and we will only consider claims for affected items for which we receive evidence.

• Damaged or wrong item(s)
  • Photos of the shipping package (internal and external—images must include all shipping labels, and all labels must be legible)
  • Photos of affected items (images must include EANs)
• Missing item(s)
  • Photos of the shipping package(s) and label (internal and external—images must include all shipping labels, and all labels must be legible)

Step 4: Additional Notes (optional)

Please enter any additional notes to support your claim; if your reason for making a claim isn't immediately obvious from the photos, we recommend explaining your claim here to speed up the process.

Step 5: Submit Claim

Click the Submit claim button to submit your claim.

What Happens After I Submit My Claim?

After we receive your claim and supporting evidence, our claims process typically takes around 5–10 business days.

If we need any additional information or something is unclear, we'll contact you to clarify as part of our review process.

We'll do our best to process your claim as quickly as possible, but there may be situations where it takes a little longer.