Verifying your package was delivered:
You can access your Marketplace order tracking page by looking at your orders page here. Please check to confirm if your package was marked delivered.
Many tracking pages show a photo of the successful delivery location. We ask that you review this photo for more information about where your package may have been delivered as well as check with your neighbors, front office, or other house residents to see if they’ve received the item on your behalf.
I still can’t find my package, what’s next?
To initiate a delivery claim for a lost or stolen item, please navigate to the Perpay help support icon on your dashboard and initiate the lost/stolen claims process with our support team. You can also initiate a lost/stolen claim by emailing us at hello@perpay.com.
Delivery Claims must be submitted within 30 days of the item being marked delivered.
Delivery Claim Steps:
Submission: All claims must be submitted via Perpay customer support which can be found in your dashboard or by emailing us at hello@perpay.com. Our team will gather the necessary information to process your claim.
Delivery Address Confirmation: Confirm the address used for this order and where the item should have been delivered.
Provide a Delivery Location Photo: Include a clear image showing the house or apartment number associated with the shipping address.
Provide an Alternate Address: Offer an alternative address to ensure successful delivery of replacement items. Please note that Perpay will not ship to the same address, a P.O. box, or the location of a shipping carrier.
File a Police Report (if applicable): In certain cases, our team may request a police report to process your claim. When requested, please file a full police report ensuring the report contains the details of the reporting officer and incident for verification.
If you have any difficulty completing a delivery claim, please reach out to our Customer Success Team for assistance.
What happens after my claim is processed?
If the claim is approved by our team, one of the following will occur:
Credit: If requested, or if the replacement item is out of stock, our team will issue a credit for the order. Payments already made will either be applied toward other active orders or converted into an account cash balance, usable for future purchases or withdrawal to a verified bank account.
Replacement: If requested, our team will process a replacement order to the alternative address provided. Payments from the previous order will transfer to the replacement order and your overall outstanding balance.
What happens if I fail to submit a lost/stolen delivery claim in time?
If you do not submit a claim within 30 days of delivery or fail to provide necessary follow-up information, the balance for the item will remain on your account. As a result, you will be responsible for making payments for the item, even if it was not received.
Delivery Claim Tips:
While missing items are frustrating, following these steps and providing our team with all the information requested ensures we can process your claim in a timely manner.
Keep payments active on your Perpay account during the investigation process to avoid impacts to your account standing, spending limit, replacement options, or the ability to place future orders
Monitor the status of your claims as our team may reach out for additional information and/or photos
Retain all packaging unless instructed otherwise by Perpay
Replacements or credits will not be issued until the claim has been successfully filed within the required timeframes
Providing us with as much information as possible ensures that our team can provide the quickest, easiest delivery claim experience possible!