How do I file a claim for my customers?

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You can file a claim for your customer through the merchant portal or directly through the claim form.

File a claim through the merchant portal

1. Log in to the Merchant Portal.

2. Once in the Merchant Portal, click Orders.

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3. Search for the customer by Route Order ID or Store Order Number and click on it.

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4. On the panel on the right side, click File a Claim.

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4. A new tab will open with the claim form. In the respective fields, copy and paste the information listed under the customer's order (e.g. Order Number, Route Order ID).

Please provide any additional information:

  • tracking number if lost
  • photos if the item is damaged
  • a police report if stolen

5. After the claim is submitted, you can check the status of the claim at any time under Claims in the Merchant Portal.

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Use the claim form

File a claim for customers through our claim form.

You'll need the customer's Route Order ID (given to them in an email post-purchase) and their email address. Please provide any additional information:

  • tracking number if lost
  • photos if the item is damaged
  • a police report if stolen