When and how to file a claim
File a claim within 7 days after delivery, from the order; later is not possible, at any supplier. Report a lost parcel as soon as the tracking shows no movement for 5 working days; the supplier then asks the carrier for proof of delivery within 5 working days, so you or your customer never have to. For damage, a weakened plant or a wrong product, always add photos of the whole plant, the damage itself and the box with the shipping label, and leave the plant in its nursery pot until the claim is settled. Say per product what is wrong, what was ordered, what was delivered and which solution you want.
Changes
- Added to the knowledge base.
More about Claims
Explanation
Reshipment
A reshipment is a free replacement that the supplier sends after a claim, for products that arrived damaged, wrong or not at all.
Explanation
Claim
A claim reports a problem with delivered products: damage in transit, a plant that arrived dead or badly weakened, a lost parcel, a wrong product or a missing product.
Rule
What the Everspring guarantee covers
The Everspring guarantee applies at every supplier and always resolves five situations: damage in transit, a plant that arrives dead or badly weakened, a lost parcel without proof of delivery, a wrong product and a missing product.
Rule
Who decides on a claim
The supplier decides on your claim and replies within 2 working days in the claim conversation.