How to submit a claim

Learn how to correctly submit a claim as a retailer through the Everspring platform, including required steps, documentation, and photo guidelines.

Written By Bas den Hoed

Log in to your Everspring account. Go to your order overview page.
Open the order details. Find the order that you want to submit a claim for and click on it.
Click the “Issue Claim” button. This button appears directly on the order detail page.
Fill in the claim form completely. Provide all requested details and upload photo evidence (see below).

To ensure your claim can be processed correctly, always include the following:

Clear photos of the issue Show the damage, wrong item, or any other problem clearly in at least one close-up photo.
Multiple angles Take 2–3 photos from different angles to give a complete view of the issue.
Photo of the packaging Always include a photo of the shipping box or packaging, even if it appears undamaged. This helps us assess how the product was protected during transit.
Photo of the shipping label Include a clear photo of the shipping label on the box, showing both the tracking number and address details.
A detailed description Clearly explain what went wrong. Be specific — for example: “The plant arrived with 3 broken stems and soil spilled in the box.”

Claims without clear photos or an incomplete explanation will be rejected automatically. To avoid delays or refusal:

Do not submit blurry or cropped photos
Do not leave out key information (like the nature of the issue or number of affected items)

All claims must be submitted within 7 days of the delivery date, based on the track & trace. Late claims will not be reviewed.

If you’re unsure whether your issue qualifies for a claim, first check our articles under: 👉 When suppliers cover a Claim 👉 When a Claim Is Not Covered by the Supplier

Or contact the Everspring support team if something is unclear.