> ## Documentation Index
> Fetch the complete documentation index at: https://help.flextock.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Compensation & claims

> We're sorry to hear you've got an issue with an order. But don't worry, we'll make sure you're compensated fairly.

## Common order issues

Click on your issue from the tabs below for guidelines to be eligible for compensation.

<Tabs>
  <Tab title="Damaged items received">
    <Note>
      You **must raise damaged items tickets within 48 hours** of the delivery date.
    </Note>

    To process a damaged item ticket, you'll need to provide a clear photo of both the damaged product and its packaging box, as received by your customer.

    ### Compensation

    To be eligible for compensation, [create a new order](/orders/create-an-order) and share the new order ID in your ticket. Compensation covers the item(s) full price and order delivery fees.
  </Tab>

  <Tab title="Wrong items received">
    <Note>
      You **must raise wrong item tickets within 14 days** of the delivery date.
    </Note>

    To process a wrong item ticket, you'll need to provide a clear photo and details of the wrong item as received by your customer, and what the correct item was supposed to be.

    ### Compensation

    To be eligible for compensation, [create an exchange order](/orders/create-an-exchange) and share the new order ID in your ticket. Compensation covers the order's exchange delivery fees.
  </Tab>

  <Tab title="Order is missing an item">
    <Note>
      You **must raise missing item tickets within 14 days** of the delivery date.
    </Note>

    To process a missing item ticket, you'll need to provide the details of the missing item such as name, description, size, etc.

    ### Compensation

    To be eligible for compensation, [create a new order](/orders/create-an-order) with the missing item only, and share the new order ID in your ticket. Compensation covers the order's delivery fees.
  </Tab>

  <Tab title="Extra item received">
    <Note>
      You can raise extra item tickets at any time after the order has been delivered.
    </Note>

    To process an extra item ticket, you'll need to provide a clear photo and details of the extra item as received by your customer.

    ### Compensation

    To be eligible for compensation, [create a new return order](/orders/create-a-return), pick any item from the delivered items, and share the new order ID in your ticket. Compensation covers the order's delivery fees.
  </Tab>

  <Tab title="Lost item or order">
    <Note>
      If your order or item(s) were confirmed lost, we'll always make sure you're compensated.
    </Note>

    ### Compensation

    The timeline for compensation depends on when and where the order or item(s) was lost:

    1. If the courier has lost the item in transit, we'll apply compensation to your upcoming invoice.
    2. If Flextock has lost the item in the warehouse at any time, we'll apply compensation to the monthly invoice.
  </Tab>

  <Tab title="Courier fake update">
    <Note>
      You can only raise courier fake update tickets if the order status [is returning to origin](/orders/order-statuses).
    </Note>

    ### Compensation

    To be eligible for compensation, [create a new order](/orders/create-an-order) and share the new order ID in your ticket. We'll apply compensation after the new order is delivered, covering the order's delivery fees.
  </Tab>
</Tabs>

## Not sure how to raise a ticket?

See [Raise a ticket](/support/raise-a-ticket) for steps on how to get in touch with our support team.


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