Receiving a damaged parcel or finding an item missing from your order can be frustrating. Hoobuy understands this and has a process in place to assist you. This guide will walk you through the steps to submit a claim, provide the necessary evidence, and seek compensation through Hoobuy Support.
Before You Contact Support
Gather your information first. This will make the process faster and more efficient.
- Order Number:
- Tracking Number:
- Details of the Issue:
- Tracking Number:
Step-by-Step Claim Process
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Log Into Your Hoobuy Account
Access your account on the Hoobuy website or mobile app. Navigate to the "Support""Help Center"
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Initiate a New Support Ticket
Select options like "Report a Problem", "Parcel Issue", or "File a Claim."
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Provide Clear Details
In the description field, concisely explain what happened. Mention:
- Whether the parcel is lost in transit or arrived damaged.
- The date of delivery or the last tracking update.
- A list of the affected items. -
Submit Strong Evidence (Crucial Step)
Compensation requests typically require visual proof. Upload clear photos or videos showing:
- For Damaged Parcels:external shipping boxdamaged items inside- For Missing Items:all items you receivedpacking slipopened parcel box.
Ensure images are well-lit and in focus. -
Submit and Await Response
Review your claim for accuracy and submit the ticket. Hoobuy Support will investigate, which may involve checking with the warehouse and logistics partner. You will receive a response via your account or email.
What to Expect After Filing
The resolution depends on the investigation's findings:
- Lost Parcel:refundreshipment
- Damaged Goods:
Important Note:
Key Takeaways
Act quickly, provide a clear description, and supply comprehensive photographic evidence for the best outcome. Hoobuy's support team is there to help resolve legitimate issues with your parcels. Keeping calm and detailed in your communication will greatly assist the process.