Bigblue compensation for B2B
📦 B2B Compensation Policy
At Bigblue, we pride ourselves on ensuring that the vast majority of packages reach your customers without issue. 💪 However, despite our best efforts, occasional incidents such as lost parcels, damaged items, or preparation mistakes can occur.
This article outlines our B2B compensation policy, which is designed to be clear, fair, and easy to follow.
📏 General Rules
Damaged Products
Bigblue cannot be held responsible for:
- Damage that occurred before the products arrived at our warehouse (e.g., manufacturing defects or transport damage during inbound delivery)
- Damage due to an inherent defect or quality issue in the goods
Claims Deadline
Claims must be submitted via the Bigblue app within 30 days following the preparation of the order.
🔍 Key Definitions
B2B Order
Any order marked as B2B in the Bigblue system.
Abusive Return
A return is abusive if:
- There are not enough delivery attempts recorded in the order timeline.
A return is not considered abusive if:
- Delivery attempts are recorded, but the recipient claims they never occurred.
- The carrier reported incorrect or missing delivery details.
- The carrier and recipient had any interaction.
Delivered But Not Received
When the carrier marks a parcel as delivered (e.g., in a mailbox or at the recipient’s home), but the recipient reports not receiving anything.
💶 Refund Policy
| Refund Reason | Refund Conditions | Documents Required | Investigation Process | Refund Modalities |
|---|---|---|---|---|
| Order Lost in Transit | Loss confirmed by the carrier | None | Investigation conducted by the carrier | Minimum between: - Contractual compensation in case of parcel loss or damage (cf below) - Order value before tax |
| Delivered But Not Received | The carrier used must deliver against signature (no refund will be granted in case of a non counter-signed delivery) | - Buyer's ID - Certificate of non-receipt ( |
Investigation conducted by the carrier | Minimum between: - Contractual compensation in case of parcel loss or damage (cf below) - Order value before tax |
| Damaged Products | Order delivered since less than 30 working days | - Picture of the damaged products - Picture of the cardboard (optional) |
Internal investigation based on pictures | Minimum between: - Contractual compensation in case of parcel loss or damage (cf below) - Damaged product value before tax |
| Missing Products | N/A | N/A | Internal investigation | |
| Wrong Products | N/A | - Picture of the inverted products (visible barcode) - Supplier invoice of the inverted product (optional) |
Internal investigation based on pictures | - Fulfillment fees of the substitution order (or prorata of the initial order) - Costs for shipping back the wrong product(s) to the warehouse |
| Order Inversion | N/A | - Picture of the inverted products (visible barcode) - Pictures of the wrong delivery note |
Internal investigation based on pictures | - Fulfillment fees of the initial order - Costs for shipping back the wrong product(s) to the warehouse OR costs for bringing the packages to the correct customers |
| Abusive Return | N/A | N/A | Internal investigation | - Fulfillment fees of the initial order |
| Delivery Mistake | - Delivery instructions have been accurately provided - The order has been refused by the customer and this results in a new delivery |
N/A | Internal investigation | - Shipping fees of the new delivery |
| Preparation Mistake | - Preparation instructions have been accurately provided - The order has been refused by the customer and this results in a new preparation and a new delivery |
- Pictures of the wrongly prepared order | Internal investigation | - Fulfillment fees of the new order (or initial order) |
✍️ Contractual Compensation for Lost or Damaged Parcels
| Shipping Origin | Compensation Rate |
|---|---|
| 🇫🇷 France | €23/kg, up to €720 |
| 🇪🇸 Spain | €6/kg, up to €500 |
| 🇬🇧 United Kingdom | £23/kg, up to £200 |
Compensation is based on the weight of the affected parcel or products.
💰 Ad Valorem Insurance
If you have purchased Ad Valorem shipping insurance, compensation is not capped and can match the insured sale value in the following cases:
- Damaged item
- Lost parcel
- "Delivered but not received" (only when signature delivery is required)
⚠️ Important: Ad Valorem insurance only applies if the carrier accepts liability and agrees to compensate.
🚨 This insurance is only available for shipments originating from French warehouses.
💙 If you have further questions, feel free to reach out to our support team via the Bigblue app. We're here to help!