Manage Your Claims
Last updated: July 21, 2026
Claims on the Ankorstore platform are resolved based on the type of issue reported. Claims regarding missing, wrong, or defective items are addressed directly to the brand. Claims concerning damaged items are routed differently depending on the carrier used for shipping. If the order is shipped by the brand's carrier, the claim is sent directly to the brand. If it is shipped by one of Ankorstore's partner carriers or with our Ankorlogistics fulfilment center, the issue is handled by Ankorstore's customer service.
What happens when a retailer is reporting an order issue (damaged, defective, missing, wrong, late products)?
When a retailer receives an order, they have 6 business days to report any issues directly via their account. If the order is shipped with the brand's carrier, the brand is responsible for addressing any issues during delivery or reception. Ankorstore initiates payment once the reception of the order is validated, so it's crucial to provide the tracking number linked to the order for smooth payment processing.
The routing of a claim depends on its nature. For orders with missing, wrong or defective products, shipped with your carrier or Ankorstore carrier, claims are directed to you, as these issues originate before shipping.
In cases where orders arrive with damaged items, the process differs:
Claims for orders shipped by the brand's carrier will be sent directly to the brand.
For shipments managed by Ankorstore's partner carriers or through the Ankorlogistics Fulfillment Center, Ankorstore's customer service will handle the issue.
If you do not comply with the specified packaging standards mentioned below, you will be held responsible for any damages incurred, even when the order is shipped using Ankorstore's partner carrier.
Adhering to proper packaging protocols is crucial for ensuring the safe transit of products. Non-compliance with these standards places the responsibility on the brand for any issues arising during shipping. This policy incentivizes all parties to uphold high packaging standards to protect products throughout the delivery process.
If a retailer raises a request about order issues after six business days, the order has already been invoiced and you have already received the payment. In this case, you should arrange a solution directly with the retailer.
What can you do for the retailer when receiving a claim ?
Upon receiving a case, you have 3 working days to inform Ankorstore of your chosen resolution: either reshipping the reported items or removing them from the order. If further information is required, you can contact the retailer directly via Ankorstore's messaging app. Alternatively, if you disagree with the claim, you can contact Ankorstore's Customer Service from the order page.
How does shipping work if I choose to re-ship items from a claim?
If you opt to re-ship the items, you have 5 business days to ship the parcel from the moment the issue was raised. You'll need to provide the reshipment tracking link to facilitate the retailer’s reception.
Please note that Ankorstore does not cover the cost of re-shipping, and brands must use their own shipping label. Additionally, brands are responsible for any customs clearance processes related to the reshipment.
If I choose to re-ship items from a claim, when will I be paid for the entire order?
Once the retailer confirms the reception of the reshipped items, payment will be processed according to your payment conditions.
If I choose to remove the items from my invoice, how will it work?
Selecting the "Remove the items from the invoice" option prompts Ankorstore's Customer Service to deduct the items from the order before confirming it. You'll then receive payment for the remaining items, if any, according to your payment conditions.
Re-shipping items, or removing them from the invoice does not work for me. What are my options?
You can directly contact the retailer and propose an alternative solution, such as offering a personalized discount for their next order through the MyNetwork tab.
Can I have the product returned?
Ankorstore does not facilitate returns directly on the platform. However, brands are free to organize returns with their customers independently.
What happens if I don’t respond to the claim on time?
Failure to respond to a claim within 3 business days results in the situation being escalated to Ankorstore's Customer Service, which will review the claim and remove the impacted items from the invoice.