How to Report Missing or Damaged Parcels Through Hoobuy Support
Receiving a lost or damaged parcel can be frustrating. Fortunately, Hoobuy has a clear process for submitting claims. Follow this guide to properly report an issue and request compensation for your order.
Step-by-Step Claim Process
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Log Into Your Hoobuy Account
Access your account on the Hoobuy website or app. Navigate to "My Orders" to view your purchase history.
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Identify the Problem Order
Locate the specific order containing the missing or damaged item. Click on "Order Details" for more options.
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Initiate a Support Ticket
Find and click the "Contact Support" or "Report an Issue" button associated with that order. Select "Parcel Lost" or "Parcel Damaged" as your issue type.
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Provide Essential Information
Clearly describe what happened in your message. Include your order number, parcel tracking number, and the specific item(s) affected.
Evidence is Crucial for Compensation
To strengthen your claim, you must provide clear evidence. Hoobuy support will require this to process your request.
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For Damaged Items:
Take clear, well-lit photographs
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For Missing Items/Lost Parcels:
Provide screenshots of the tracking information showing the final status. If the package was delivered but is missing, a photo of the delivery location without the parcel can be helpful.
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Additional Documentation:
You may be asked for your original order invoice or any communication with the carrier. Have these documents ready to upload.
What to Expect After Submission
Once your claim and evidence are submitted:
- You will receive a confirmation email with a support ticket number.
- Hoobuy's support team typically responds within 24 to 48 business hours.
- They may request additional information. Prompt replies will speed up the resolution.
- The review process can take several business days, depending on the case's complexity.
Possible Compensation Outcomes
If your claim is approved, resolution may come in the form of:
- A full or partial refund to your original payment method.
- Hoobuy store credit.
- A re-shipment of the missing/damaged item(s).
Pro Tip: