Learn how to raise a claim if you're not satisfied with your order
While we aim to provide a smooth and seamless wholesale shopping experience, we understand that things may not always go as planned, so we want to make submitting a claim as easy as possible for you.
If you do find that all or part of your order has not arrived as expected, you will have the option to make a claim for your order. We'll look into all claims made within 30 days of delivery. However, claims made after 15 days from receiving your order may not be approved.
To begin the claims process, please follow these steps:
- Visit your “Orders” section in your account and select the relevant order.
- Search for the "Need to raise a claim or ask a question?" next to the invoice summary.
- Choose which option best describes your issue. If you would like to claim for more than one issue, please select the reason that mostly describe the problem. You will be able to add multiple issues throughout the claims process later on.
- A “Raise a Claim” button should be visible. If you have previously raised a claim for this order, you will see the details here.
Click on the button and follow the instructions below.
Step 1 - Start a New Claim
You can select the affected GTIN by clicking on the search bar in step 1. After clicking on the search field, you can start typing the product name or GTIN to find the items you need.
The system will automatically select the right seller for the GTIN that you selected. If multiple sellers supplied the selected GTIN, you can specify the correct seller in the drop-down menu.
Step 2 - Enter the Quantity of Affected Items
Once you have selected the item for which you need to raise a claim, you will be asked to choose the reason for the claim from the drop-down menu provided. This menu will contain different options to specify the nature of the issue you are experiencing. After selecting the appropriate reason, you will then need to enter the affected quantity of the item.
Make sure to include all claims reasons, even if two different issues affect the same GTIN, by adding the product twice.
If multiple products were affected in the shipment, you can add more products to your claim by selecting and typing in the search box at the bottom of step 2.
If you need to add all of the products in a shipment to claim, you can easily do so by clicking the "add all products from shipment to claim" button.
Step 3 - Confirm products
Make sure all quantities and products for this seller have been added, and click on "Confirm Products". Remember you are able to raise one claim per seller, so once the order is placed, you won't be able to raise any more claims for items in this shipment.
Step 4 - Upload Evidence
In order to process a claim, we require you to add evidence of the issue. Without providing evidence, we may be unable to accept your claim, and you may risk it being invalidated. Claims with clear evidence tend to be processed faster, so we recommend you add as much evidence as possible to demonstrate the issue and avoid delays in your claim resolution.
We will ask for evidence for each claim line you raise. Make sure to add the relevant picture for each GTIN you are adding to your claim.
As guidance, please see what evidence we ask for:
- Item(s) not as expected
- 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)
- Item(s) not received
- Photos of the shipping package(s) and label (internal and external - images must include all shipping labels, and all labels must be legible)
- Photos of the shipping package(s) and label (internal and external - images must include all shipping labels, and all labels must be legible)
More detailed evidence suggestions will be added as soon as you select the issues affecting the ordered items.
Step 5: Additional Notes (optional)
Sometimes the issue may not be fully encapsulated by the evidence or options available, so we allow you the opportunity to add any extra notes to support your claim. If there's something important that may not be obvious from the evidence alone, it's helpful to include an explanation here. This way, we can speed up the claims process and get things sorted more quickly.
Step 6: Submit Claim
Once you've confirmed that all required information and supporting evidence have been added to your claim, you’re ready to submit. Click the "Submit Claim" button to finalise.
Important: You can raise multiple claims per order, but only one claim per supplier is allowed for each order. Claims cannot be modified once submitted, so please double-check that all affected items are included before submitting your claim.
What Happens After I Submit My Claim?
We aim to investigate all claims within one working day, but resolution times may vary depending on the evidence provided. If we need additional details or something is unclear, we'll reach out to you. Please note that claims without sufficient evidence may take longer to process or could be declined.
We’ll keep you updated throughout the process and are happy to answer any questions along the way. Once your claim is approved:
- A refund will be credited to your cash wallet, where you can withdraw it to your bank account.
- A credit note will be added to your order summary.
- If you paid using Mondu, your outstanding balance will update automatically. If you've already paid, Mondu will issue a refund within 10 working days.