Submit a new claim

Claims, refunds, evidence, video — everything now happens inside Everspring on the order itself. Here's the flow.

Written By Bas den Hoed

All in one place

Claims and refunds used to involve separate processes — some in the platform, some not, with bank transfers and monthly batches. That's gone. Today, everything happens in the platform on the order itself. Your supplier sees submissions in real time. Your eWallet settles automatically when a refund is approved.

How to submit a claim

  1. Log in to Everspring and open the order you want to claim on.

  2. Click Issue claim on the order detail page.

  3. Select the reason (damage, missing, DoA, lost, wrong product) and briefly describe what went wrong.

  4. Upload evidence — photos and/or a short video. Video is directly supported and is often the clearest way to show packaging, plant condition, or a defect in action.

  5. Submit. The supplier is notified instantly.

What to include as evidence

You don't need a dossier — you need enough for the supplier to make a fair call:

  • A close-up of the issue itself.

  • The product in context (the whole plant or item).

  • The packaging and shipping label if shipping is involved.

  • A short video if it helps tell the story — movement, damage detail, or demonstrating a defect.

Some suppliers ask for specific shots or angles in their supplementary conditions — check their page before you submit so you get it right the first time.

What happens after you submit

  • Your supplier reviews it in the platform. They can approve, decline, or ask for more info.

  • You'll see updates on the order — no email chasing needed.

  • If approved, your eWallet is credited automatically. No bank transfers, no invoices, no waiting on month-end batches.

  • If declined, you'll see the reason in the platform. You can respond there, or — if something is genuinely stuck — escalate to Everspring support.

Refunds work the same way

A refund isn't a separate process from a claim anymore. If a claim results in a refund, the credit lands directly in your eWallet. You can use the balance on your next order or withdraw it via your wallet settings.

If you're stuck

Everspring support is there when something is unclear or isn't moving — not to overrule the supplier, but to keep the process flowing. Reach us via the contact page.