Requesting a Review of Historical Reimbursements

If you believe there are historical orders where a reimbursement might be missing, we’re here to help. To ensure a smooth and efficient review, please follow the steps below.

How It Works

When submitting a reimbursement review request, we’ll ask you to provide specific information so that we can review your case properly.
Here’s what you need to send us:

• A list of specific order IDs you believe were not reimbursed.
  
  

• The reason for each claim (for example: lost parcel, return, wrong item, etc.).
  
  

• Supporting documents for each order (such as carrier claim results, refund receipts, or invoices).
  
  

• Confirmation that you have already reviewed your internal records and excluded any orders where the reimbursement was already received or documentation is missing.
  
  

Once we receive all this information, our team will review each case and send you a summary of the outcome.

What You Can Expect

After the review, you’ll receive:

• A list of orders that have already been reimbursed or where no reimbursement is due.
  
  

• A confirmation of any reimbursements we will process for you.
  
  

• A list of any cases where additional information is needed from you.
  
  

• A clear explanation if any claims are declined, based on our reimbursement policy.
  
  

Confirmed reimbursements will be processed shortly after the review is complete. We’ll also share a detailed reconciliation file for your reference.

Important to Know

• We can only review targeted and documented requests.
  
  

• Broad audits (for example, asking us to review "all orders from last year") cannot be processed.
  
  

• Providing all the required information from the beginning will help us complete your review faster.
  
  

If you have any questions or need help preparing your request, feel free to reach out to our Merchant Support team!