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Even with the best fulfillment setup, things can go wrong: a parcel goes missing, an item arrives damaged, or your customer unpacks their order only to find something missing or incorrect. That’s frustrating for you and your customer. We take it seriously.
This article walks you through how claims at byrd work, what you can expect from us, and how you can help us resolve issues as quickly and fairly as possible. It’s designed both for existing byrd customers and for merchants who are evaluating our service and want to understand how we handle exceptions before signing.
When Should You Submit a Claim?
You should submit a claim whenever something in the logistics chain has clearly gone wrong with a shipment handled by byrd. Typical situations:
Parcel Lost
- Tracking never updates or stops updating
- Tracking says delivered, but the customer insists they never received it
Mispicks
- Items are missing from an otherwise delivered parcel
- Items in the parcel are incorrect compared to what was ordered
Parcel Damage
- Items arrive damaged, even if the outer box looks fine
Our goal is to make the process as straightforward as possible while still complying with strict carrier requirements.
Submitting a Claim: Step by Step
You can submit all claims directly in your byrd customer dashboard.
Step 1 – Start Your Claim
- Log in to your byrd dashboard
- Click on “Shipment” on the left side
- Click on “Sent”
- Open the respective shipment
- Click on “Submit a claim”
Step 2 – Choose the Claim Type
Select the reason that best fits the issue:
- Parcel Lost
- Parcel Damage
- Missing Item(s)
- Incorrect Item(s)
This helps us route the claim correctly and makes sure you see the right required documents for your specific situation.
Step 3 – Provide Details & Upload Documents
The claim form guides you through what’s needed. In general:- For mispicks (missing/incorrect items): You’ll be able to select the specific product(s) from the order that were missing or incorrect.
- For all claim types: You can upload multiple files (screenshots, invoices, NPV documents, photos, signed declarations, etc.).
The more complete your documentation, the faster we can move.
Step 4 – Review & Submit
Double-check:
- Claim type
- Affected items
- Uploaded documents
- Any additional comments that may help us understand the context (e.g., customer communication)
Then click “Submit”. Our team takes it from there.
Claim Types in Detail (With Required Documents)
Parcel Lost
Use this if the shipment did not reach the customer.
a) Tracking Not Updated / Lost in Transit
Scenario:
Tracking has not updated for a long time, or shows that the parcel was never handed over to the carrier.
Required documents:
- Screenshot of the tracking status
- Sales invoice (valid sales invoice – see definition below)
- NPV (Net Production Value) document
Note: There is a mandatory waiting period before you can submit a “Tracking Not Updated / Lost in Transit” claim. See section Claim Deadlines & Waiting Periods.
b) Delivered but Not Received by Customer
Scenario:
Tracking shows the parcel as delivered (e.g., mailbox, neighbor, parcel shop), but your customer says they never received it.
Required documents:
- Screenshot of the tracking status
- Sales invoice
- NPV document
- Signed declaration of non-receipt from the end customer
Mispicks (Missing or Incorrect Items)
This applies when the parcel was delivered, but the content is not what it should be.
a) Missing Item(s)
Scenario:
The parcel arrived, but one or more items from the order are missing.
Required documents:
- List of the missing item(s)
- You can select the affected SKUs directly in the claim form
- Sales invoice
- Signed declaration of non-receipt from the end customer
- The declaration should list the missing items
b) Incorrect Item(s)
Scenario:
The parcel arrived, but it contains the wrong products instead of the ordered ones.
Required documents:
- List of the correct item(s) that the customer should have received
- List of the incorrect item(s) that were actually received
- Sales invoice
- Clear photos showing all incorrect items received
- Signed declaration of non-receipt from the end customer (template provided in the form), confirming they did not receive the correct items
Parcel Damage
Scenario:
The parcel arrived, but one or more items inside are damaged.
Required documents:
- List of the damaged item(s)
- Sales invoice
- NPV document
- Photos – this is crucial. Please include:
- The damaged item(s) (clearly visible
- All internal packaging/cushioning
- Any visible damage to the outer box (multiple angles
- The parcel label, clearly showing the full address
💡Tip: Having detailed photos is key. Carriers often base their decision heavily on this evidence.
Claim Deadlines & Waiting Periods (Carrier Requirements)
Carriers enforce strict time windows for reporting issues. To protect your right to compensation, it’s important to stay within these limits.
Waiting Period – Lost Parcels With No Tracking Update
For parcels where tracking has stopped updating, carriers require a short waiting period before we can file a “lost” claim. This gives them time to complete the delivery.
You can submit a “Lost in Transit” claim after:
- National shipping: 7 days after the ship date
- EU shipping: 14 days after the ship date
- International shipping: 21 days after the ship date
Final Submission Deadline – All Claim Types
After the waiting period (for lost parcels) or delivery (for damage / mispicks), there is a final deadline.
Lost Parcels With No Tracking Update
From the ship date, you must submit your claim within:
- National: 30 days
- EU: 60 days
- International: 90 days
Delivered but Not Received, Damage & Mispicks
For:
- Parcel delivered but not received
- Parcel damage
- Missing or incorrect items
You must submit your claim within 5 working days of the confirmed delivery date.
Why only 5 days?
Carriers require that any damage or content issue is reported very quickly. If the deadline is missed, carriers are very likely to reject the claim, and we lose the ability to compensate you through them.
What Happens After You Submit a Claim?
Once you’ve submitted a claim with all required documents:
- Initial review by byrd
- We check completeness, clarify any missing information, and verify the incident against our data and the carrier’s tracking.
- Coordination with carriers and partners
- For lost, damaged, or mispick-related incidents, we usually need to file a claim with the relevant carrier.
- Carriers may have their own reimbursement limits (by weight, parcel type, or total value).
- Decision & reimbursement
- Once the carrier and our team approve the claim, you will receive reimbursement according to our refund policy (see below).
- We’ll communicate the outcome and next steps, e.g., whether items should be returned.
Refund Policy: What You Can Expect
Here is how reimbursement works for valid claims.
Parcel Lost
- Refund of the Net Production Value (NPV) of the items
- Plus the full shipping charges
Note: Final refund may depend on carrier-specific limits (e.g., maximum value per parcel or per kilogram).
Missing Items
- Refund of the NPV of the missing items
- Plus a proportional share of the shipping charges
If our fulfillment team confirms that the missing item never left the warehouse, then:
- You are refunded only the shipping charges, and
- The missing item is booked back into inventory in the system
Incorrect Items
- Refund of the NPV of the items that should have been delivered
- Plus the full shipping charges
Depending on the situation, byrd may:
- Request the return of the incorrect items after reviewing the case
- Refund the return shipping costs if a return is requested
Parcel Damage
- Refund of the NPV of the damaged items
- Plus a proportional share of the shipping charges
Again, this is subject to carrier approval and applicable limits.
Document Check: What Counts as “Valid”?
To keep things as smooth as possible with carriers, it’s important that your documents meet certain standards.
What Is a Valid Sales Invoice?
A valid sales invoice must clearly show:
- Seller details: Name, address, and contact information
- Buyer details: Name, address, and contact information
- Invoice number and invoice date
- Itemized list of products: Each item’s name, quantity, and unit price
- Total amount paid, including taxes and shipping fees
- Shipping address, which must match the parcel label
This information helps carriers verify the order and process your claim.
What Is a Valid NPV (Net Product Value) Document?
The NPV document shows the actual production cost of the item(s), not the retail price. Carriers reimburse based on cost, not on the price you sold the goods for.
Your NPV document can be:
- An invoice or document from your supplier/manufacturer confirming the production cost, or
- A signed document that breaks down materials, manufacturing, and other costs used to produce the item.
Tips to Avoid Delays & Maximize Approval Chances
- Submit quickly: Especially for damage, mispicks, or delivered but not received, aim to file within 1–2 days, not on day 5.
- Check your invoices: Make sure they contain all required elements.
- Take comprehensive photos: Especially for damage, show the item, packaging, box, and label.
- Use the templates: Where byrd provides declaration templates, use them to save time and avoid missing information.
- Keep everything in one place: Store NPV and supplier invoices in a way that lets you quickly attach them when needed.
What This Process Says About How byrd Works
If you’re not yet a byrd customer, you might be reading this to understand how we handle exceptions and risk.
A few important points:
- We align with carrier rules to protect your right to compensation.
- We make claims manageable through a clear, guided in-dashboard flow.
- We are transparent about what is and isn’t possible, including deadlines and limitations.
- We focus on fairness: Compensation is based on your real production cost and shipping charges.