Claims Procedure

• ShipBlu has established a comprehensive claims policy to handle cases of damaged, lost, and missing items in both forward delivery and Return to Origin (RTO) orders.

Content:

1. Compensation Policy for Delivery Orders, and RTOs.

2.  Compensation Policy for Lost Shipments.

3. Compensation Amount.


Compensation Policy for Delivery Orders, and RTOs.

-  Delivery Orders:

• Merchants are required to report damaged items within 24 hours of delivery maximum by 6 PM the next working day, providing essential details to our client support team through our following communication channels.
  
  
  ShipBlu Official Communication Channels:
  -  Email Help@shipblu.com.
  - Live Chat from your ShipBlu account.
  
  

Required information for investigation:

1.Tracking number.
2.Photos show all aspects of the shipment packaging.

3. Photos of the damaged item.

To claim compensation: 

- If the shipment is fragile, it should be marked/updated on ShipBlu system as "Fragile/Hazardous".

- The shipment must be labeled with a "fragile" sticker.

- The shipment must meet our recommended Packaging Guidelines.

• The order will have 14 calendar days from the date of reporting by the merchant as an investigation period as maximum.
  
  
• The merchant will need to create a return request (CRP) in order to receive the shipment from the customer, thus the investigation can be intimated properly.
  
  
• In case the customer throws the item in the trash then the complaint is invalid and will be closed immediately.

- RTOs  ( Unsuccessful Delivery Orders):

• The same policies mentioned apply, with one change:  ShipBlu disclaims responsibility once the shipment (RTO) is received by the merchant and the receipt is signed.
  
  
•  The merchant must inspect all returns immediately, note any damage or breakage, identify damaged orders on the receipt, and write that they were not received next to the shipment number.

Ship Blu disclaims responsibility for

1. RTOs dropped off at the branch/hub:

• Safety of shipments after 3 days have passed since their arrival at the branch where you dropped off the shipment at.

2. RTOs picked up from your pickup location:

 Safety of shipments in the event that ShipBlu tried to return it 3 times without receiving it from the merchant.

________________________________________________________________________________________________________________

Compensation Policy for Lost Shipments

• In the event of a lost order, an internal investigation will be opened with all parties involved in dealing with the shipment and compensate you within 14 calendar days.
  _________________________________________________________________________________________________________
  
  

Compensation Amount

ShipBlu compensates:

- For lost or damaged shipments, with CODs amounting to 500 LE maximum, as well as partially damaged item/s from the shipment.