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Each retailer claim received by HIVED is investigated individually, with rigorous attention to detail to clarify the issue at hand. Claims must be raised no later than 28 days after the first collection scan and must include all relevant evidence agreed upon with your HIVED account manager.

How it works:

Submit a claim via the HIVED Dashboard. Click on the parcel in question to open the details panel, which contains three tabs. Select the ‘Claim’ tab on the right and complete the form.
The HIVED claims team will review the claim in detail and determine responsibility using resources including, but not limited to, proof-of-delivery (POD) notes, POD photos, the geolocation pin, delivery instructions, and communications between HIVED, the recipient and the shipper.
Once a decision has been reached, usually within 10 business days, the claim will be accepted or rejected based on the evidence available at the time of review.
The final reimbursement amount will be calculated as a percentage of the order value, as agreed with your HIVED account manager during the account setup process. Reimbursements for accepted claims will be credited alongside the invoice you receive from HIVED at the beginning of each calendar month.

Claims we accept

Delivered to an incorrect address:

When a courier delivers or leaves a parcel at an address other than the recipient’s address.

This does not apply if:

Lost in the network or missing:

When a parcel has not been delivered and has received no scans for at least 14 days after the original collection scan.
If a parcel has been held for a requested future delivery date, HIVED will consider it lost if it remains missing for 14 days after either the most recent requested delivery date or the original collection scan, whichever is later.

Not delivered by the expiry date (perishable parcels):

When delivery has not been attempted and no force majeure event* has prevented HIVED from delivering the parcel or a courier from completing their route.

Delivery instructions not followed (parcel stolen):

When explicit instructions from the recipient—provided through delivery instructions, a phone-call transcript or a text message; were demonstrably disregarded by the courier, resulting in the parcel being left unattended or in an unsafe location in plain view from the street, and the parcel is subsequently reported as stolen.

Note: The claimant must upload evidence of correspondence with the customer supporting the report that the parcel was stolen.

Parcel damaged:

When one or more of the parcel’s contents have been damaged beyond repair, HIVED is solely responsible, and no issues identified at the point of collection could reasonably have contributed to the damage.

Note: The claimant must upload sufficient photographic evidence of the damage.

Claims we don’t accept

Delivered to the recipient, a neighbour, a concierge or a safe place:

The parcel was delivered to one of the above locations, and proof-of-delivery (POD) photos, notes and geolocation data confirm the delivery.

Delivery instructions not followed (parcel delivered):

If delivery instructions—including those provided by phone or text message—were not followed but the parcel was nevertheless received, the claim will be rejected. However, a ticket will be logged for feedback purposes.

Delivery refused:

If the recipient refuses to accept a parcel, it will be returned to the sender (RTS) or, in the case of perishable goods, disposed of. Any related claim will be rejected unless:
- The parcel is subsequently lost during return transit.
- The parcel is proven to have been damaged during return transit.

Duplicate claim:

A claim has been submitted more than once for the same tracking ID. This includes cases in which a claim for that tracking ID has already been approved or is still pending.

Claims submitted before an agreement is in place:

Before submitting claims, the shipper and HIVED must agree on the reimbursement percentage and the evidence required, such as a cost-of-goods invoice. Claims cannot be processed until this agreement is in place and will not be backdated.

Invalid tracking ID:

An invalid tracking ID was provided, or an order number or link was submitted instead of a tracking ID.

Force majeure—courier unable to continue:

A force majeure event* outside HIVED’s control prevented a courier from completing their route, meaning that the parcel could not be delivered on the scheduled delivery date.

Force majeure—theft or robbery:

A theft or robbery resulted in the loss of one or more parcels. If the outcome of the claim is disputed, any related correspondence should include a police report reference number.

A force majeure event is one for which HIVED, while providing its service:

Was not at fault and had taken all reasonable precautions.
Did not contribute to the occurrence of the event or increase the extent of the damage.

The loss, misplacement or damage of the parcel resulted from one of the following:

Widespread natural disasters, such as fires, floods, epidemics, earthquakes, storms, tidal waves or severe heatwaves.
Widespread political or special events, such as riots, wars, acts of terrorism, revolutions or prohibitions.

Claims we accept

Delivered to an incorrect address:

When a courier delivers or leaves a parcel at an address other than the recipient’s address.

This does not apply if:

Lost in the network or missing:

When a parcel has not been delivered and has received no scans for at least 14 days after the original collection scan.
If a parcel has been held for a requested future delivery date, HIVED will consider it lost if it remains missing for 14 days after either the most recent requested delivery date or the original collection scan, whichever is later.

Not delivered by the expiry date (perishable parcels):

When delivery has not been attempted and no force majeure event* has prevented HIVED from delivering the parcel or a courier from completing their route.

Delivery instructions not followed (parcel stolen):

When explicit instructions from the recipient—provided through delivery instructions, a phone-call transcript or a text message; were demonstrably disregarded by the courier, resulting in the parcel being left unattended or in an unsafe location in plain view from the street, and the parcel is subsequently reported as stolen.

Note: The claimant must upload evidence of correspondence with the customer supporting the report that the parcel was stolen.

Parcel damaged:

When one or more of the parcel’s contents have been damaged beyond repair, HIVED is solely responsible, and no issues identified at the point of collection could reasonably have contributed to the damage.

Note: The claimant must upload sufficient photographic evidence of the damage.

Claims we don’t accept

Delivered to the recipient, a neighbour, a concierge or a safe place:

The parcel was delivered to one of the above locations, and proof-of-delivery (POD) photos, notes and geolocation data confirm the delivery.

Delivery instructions not followed (parcel delivered):

If delivery instructions—including those provided by phone or text message—were not followed but the parcel was nevertheless received, the claim will be rejected. However, a ticket will be logged for feedback purposes.

Delivery refused:

If the recipient refuses to accept a parcel, it will be returned to the sender (RTS) or, in the case of perishable goods, disposed of. Any related claim will be rejected unless:
- The parcel is subsequently lost during return transit.
- The parcel is proven to have been damaged during return transit.

Duplicate claim:

A claim has been submitted more than once for the same tracking ID. This includes cases in which a claim for that tracking ID has already been approved or is still pending.

Claims submitted before an agreement is in place:

Before submitting claims, the shipper and HIVED must agree on the reimbursement percentage and the evidence required, such as a cost-of-goods invoice. Claims cannot be processed until this agreement is in place and will not be backdated.

Invalid tracking ID:

An invalid tracking ID was provided, or an order number or link was submitted instead of a tracking ID.

Force majeure—courier unable to continue:

A force majeure event* outside HIVED’s control prevented a courier from completing their route, meaning that the parcel could not be delivered on the scheduled delivery date.

Force majeure—theft or robbery:

A theft or robbery resulted in the loss of one or more parcels. If the outcome of the claim is disputed, any related correspondence should include a police report reference number.

A force majeure event is one for which HIVED, while providing its service:

Was not at fault and had taken all reasonable precautions.
Did not contribute to the occurrence of the event or increase the extent of the damage.

The loss, misplacement or damage of the parcel resulted from one of the following:

Widespread natural disasters, such as fires, floods, epidemics, earthquakes, storms, tidal waves or severe heatwaves.
Widespread political or special events, such as riots, wars, acts of terrorism, revolutions or prohibitions.

HIVED Ltd.

1a Old Nichol St.
London E2 7HR

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