Bigblue compensation
And even though we work every day to improve our quality of service, incidents do occur (e.g. preparation mistake, damaged parcel or lost parcel).
In this article, we explain:
- how Bigblue compensates in these situations
- how to proceed to make sure you'll get a compensation
Preparation mistake 📦
a) Inverted products or orders
- Case: your customer received the wrong item or the wrong order
- Compensation:
- 100% of the substitution order fees (to ship the right product to your customer)
- 100% of the return label fees (to return the wrong products to the warehouse)
- To get the compensation
- you'll need to provide our Customer Care with:
- a photo of each wrong product received with its barcode visible on the photo
- a photo of the entire order received in their packaging
- a photo of the shipping label on the packaging received
- claims need to be submitted through the Bigblue app within 30 days after the order preparation
- you'll need to provide our Customer Care with:
☝️ Why do we need these photos?
Photo 1. The products at the warehouse are identified by their barcode. We need to check that there is no barcode inversion and then investigate in the warehouse.
Photo 2. In the case of a multiple product order, it is essential for us to control what has been received by your customer in order to control the stocks in the warehouse.
Photo 3. The shipping label identifies the order after it leaves the warehouse and we need it to identify the packaging.
b) Missing item
- Case: your customer is missing an item at reception (to ship the missing product to your customer)
- Compensation: 100% of the substitution order fees
- To get the compensation, you'll need to provide our Customer Care with:
- a photo of each wrong product received with its barcode visible on the photo
- a photo of the entire order received in their packaging
- a photo of the shipping label on the packaging received
💡 To prevent fraud, we recommend asking your customer for a handwritten letter. We've prepared a template (available here) that you can share with your customers.
Damaged item 🤕
- Case: your customer has received one or several items that have been damaged in transit
- Compensation: 23€/kg in the limit of 200€ (based on the package weight)
- To get the compensation
- you'll need to provide our Customer Care with
- a photo of the damaged product(s) where the damage is clearly visible
- a photo of the damaged product in their packaging. We should be able to see the entire packaging.
- a photo of the shipping label on the packaging received
- claims need to be submitted through the Bigblue app within 30 days after the order preparation
- you'll need to provide our Customer Care with
- Disclaimer: only damage that occurs during transport can be covered. Bigblue is not responsible for any previous damage (manufacturing defects, damage during incoming transfer, etc.).
Parcel loss 🚚
- Case: your parcel has been declared lost by our Customer Care
☝️Carriers can take up to 60 days to confirm the loss of a parcel
- Compensation: 23€/kg in the limit of 200€ (based on the package weight)
- To get the compensation, claims need to be submitted through the Bigblue app within 30 days after the order preparation
Delivered not received 😢
a) Delivery without a signature
If you choose a carrier service without a signature on delivery, no compensation can be claimed if your customer says they have not received their package. To prevent this from happening, you can opt for delivery with a signature. Find the list of carriers available on Bigblue at this link.
b) Delivery with signature
Your order was shipped with a signature-on-delivery service
- Case: The order is marked as delivered but your customer did not receive it
- Compensation: 23€/kg.
- To get the compensation
- you'll need to provide our Customer Care with:
- a handwritten letter from your customer. A model is available at this link
- a copy of your customer ID
- claims need to be submitted through the Bigblue app within 30 days after the order preparation
- you'll need to provide our Customer Care with:
What about Ad Valorem insurance? 💰
If you have taken out Ad Valorem insurance, the compensation amounts are de-capped at the insured sale value in the following case:
- Damaged item
- Parcel loss
- Parcel claimed as delivered but not received, in case of delivery with a signature