Claims Procedure

• ShipBlu applies a clear and structured policy for compensating merchants in the event of lost or damaged orders, whether during delivery or Return to Origin (RTO). The policy includes the following:

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  1. Compensation for Damaged Delivery Orders

   

  Merchants must report any damage within 24 hours of the delivery date, no later than 6:00 PM on the next business day, through the official communication channels.
  
  

  Official Communication Channels:

  • Email: Help@shipblu.com.

  • Live Chat: Available through merchant’s ShipBlu account.
    
    

Required Information for Investigation:

• Tracking number

• Photos of the order packaging

• Photos clearly showing the damage
  
  

Important Notes:

• For “Allow to Open” orders, where the customer is permitted to open the package before accepting it at the merchant’s request, ShipBlu is not liable for any damage caused during or after opening, or for the customer’s refusal to receive the order.
  
  For the damage claim to be valid, the order must:

  • Be marked as "Fragile" in ShipBlu system.

  • Have a visible "Fragile" label on the outer packaging/flyer/parcel.

  • Comply with ShipBlu’s Packaging Guidelines.

Investigation Procedure:

• The investigation will be opened within 14 business days from the date of reporting.

• A CRP (Claim Replacement Process) will be initiated to collect the damaged order and its packaging from the customer.

• If the customer does not retain the damaged order or its packaging, the claim will be considered invalid.

2. Compensation for Damaged RTO (Return to Origin) Orders

The same terms and conditions apply to RTO orders, with the following notes:

• ShipBlu is not liable once the merchant signs the receipt upon collecting the returned order.

• The merchant must inspect returned orders immediately and:

  • Document any damage or breakage on the receipt.

  • Add a note saying "Not received" next to the tracking number for damaged items.

Additional Exceptions:

• ShipBlu is not responsible for returned orders that remain at the branch for more than 3 days without being collected.

• If ShipBlu attempts to return the order 3 times and the merchant does not receive it, ShipBlu disclaims responsibility for its condition.

3. Compensation for Lost Orders

In the event of a lost order, an internal investigation will be conducted involving all relevant parties, and a response will be issued within 14 business days.

Requirements for Prepaid Orders:

• The declared product value must be entered in the corresponding field in ShipBlu system.

• An invoice or proof of payment must be provided to confirm the order’s value.

4. Compensation Amounts

• If the order value is less than EGP 500, the merchant will be compensated for the actual order value.

• If the order value exceeds EGP 500, the maximum compensation is EGP 500 per order.

• This compensation policy also applies if only part of the order contents is damaged.