What to do when receiving an order

Last updated: July 21, 2026

When you receive an order, it is important to confirm it. If the order is shipped with the Brand’s carrier and the Brand did not provide any tracking link, we need your validation to proceed to the payment of the Brand. Without your validation, we won’t be able to generate the final invoice or to pay the brand. 

If the order is shipped with Ankorstore carrier or with Ankorlogistics fulfilment center, the reception will be automatically validated within 6 days of delivery confirmation.

How to validate the order?

To validate the reception of your order, you need to :

  1. Log in to your Retailer personal space

  2. Navigate to your "Orders"  tab 

  3. Select the specific order 

From here, you have two options: 

  1. Accept the order: if you have received all the products and they are compliant, you can click on “Received order is compliant”. This will automatically mark the order as received. It will both generate the final invoice and the payment of the brand. 

  2. Raise an issue: if you are facing any issue with the order (damaged products, missing products, delivery time…), you can click on "I’d like to report a problem" and choose the type of issue you are facing. 

Depending on the type of issue reported, your request will be routed directly to brands or to Ankorstore Customer Service. More info here

Please note that when reporting damaged product we request you to provide clear pictures of the external parcel before opening it.

These pictures help us assess the responsibility of the carrier, and process your claim more effectively.

An order can be either delivered with parcels (boxes) or on a pallet (multiple boxes on a pallet).

A Requirements for orders shipped in a parcel:

  1. Photos required for defective & damaged order (compulsory):

    1. Photo of the exterior of the parcel

    2. Photo of the inside of the parcel

B Requirements for orders shipped on a pallet:

  1. Photos required for defective & damaged order (compulsory):

    1. A photo of the damage on the pallet

    2. A photo of the inside of the box

    3. A photo of the label on the pallet

  2. A clear & valid reserve (compulsory)
    A clear description of what was broken on the delivery note is mandatory, it’s called a “reserve”.
    You must indicate at the time of delivery with the driver, exactly which product (name and quantity) is damaged or missing on the delivery note of the driver.

Examples of acceptable reserves:

  • Package ref. 1a2b3c — 10 bottles of orange juice broken

  • 2 full boxes x12 of beers “cherry flavour” 330ml

Examples of reserves that will NOT be accepted:

  • "Damaged package"

  • "Subject to unpacking"

  • “Under reserve”

Please note that claims & photos that do not follow our guidelines (i.e. incomplete)  will result in automatic rejection of your reimbursement request.

Please note that you have 6 calendar days after the reception date to make a claim via your Retailer personal space. After this deadline, the reception of your order will be automatically validated and we will not be able to process further requests.