Step 1: Report the Issue Promptly
Time is critical. As soon as you suspect a delay beyond the estimated window or a lost parcel, initiate the process.
- Log into your HipoBuy account
- Locate the specific parcel and select the option "Report an Issue""Request Support."
- Clearly describe the problem: choose "Parcel Delay""Parcel Lost"
Step 2: File a Formal Claim
After reporting, you may need to submit a formal claim for compensation. This is often found within the support ticket created in Step 1.
- Fill out the claim form completely. Key information includes your order number, parcel tracking ID, and declared value.
- Specify the type of compensation you are seeking (e.g., reshipment, refund, or store credit).
- Double-check all entries for accuracy to avoid processing delays.
Step 3: Gather and Submit Proof
Providing clear evidence is essential for a swift resolution. Your claim will require the following documentation:
- Proof of Order:
- Proof of Value:
- Proof of Delivery Issue:
- Any relevant communication
- Proof of Value:
Upload these documents directly through your support ticket portal. Ensure files are clear and readable.
Step 4: Track Your Compensation Request
Once submitted, you can easily monitor the progress of your case.
- All communication happens within your support ticket. Check its status regularly under "My Support Tickets."
- Our team will review your claim and evidence. You may receive requests for additional information via the ticket.
- Final decisions and compensation details will be communicated through the same channel. Typical resolution time is 5-10 business days
Pro Tips for a Smooth Process
Act Quickly
Most claims have a time limit. Report the issue as soon as the delay is confirmed or the parcel is deemed lost.
Be Detailed & Accurate
Incorrect order or tracking numbers significantly slow down the investigation. Provide precise information.
Keep Records
Save all order confirmations, tracking emails, and receipts until your parcel is successfully delivered.
Check Your Insurance
If you purchased additional parcel insurance, ensure you highlight this in your claim for enhanced coverage.
Need Further Assistance?
If you have any questions during the process or need help navigating your claim, the HipoBuy support team is just a message away. You can contact us directly through the Help Center