How to Submit a Claim

How to Submit a Claim

Raising a Claim on Makro Marketplace

If a delivery or return doesn’t go as expected, you may be eligible to raise a claim. This article outlines the valid scenarios, required documentation, and step-by-step guidance to help ensure your claim is processed successfully.

When to Raise a Claim

You may raise a claim under the following scenarios:

Lost Orders

  • Failed delivery to customer – the product was never delivered and is considered lost.
  • Customer cancelled the order – but the item was not returned, or was returned damaged.
  • Partial/incomplete delivery – the customer received fewer units than ordered, but you can provide proof that the full quantity was dispatched (e.g. customer ordered 5, received 3, but you sent all 5).

Return Disputes

  • Customer negligence – the return dispute is accepted and the product is returned to the customer.
  • Courier negligence – the return dispute is accepted and the product is returned to you (the seller).

How to Submit a Claim 📝

  1. Download and complete the claim form
    ➤ Access the Claim Submission Form
    (File > Download > Microsoft Word)

  2. Prepare supporting documentation
    Be sure to include detailed and relevant evidence:

    • Proof of dispatch or delivery (e.g. waybill, tracking confirmation)
    • Product photos (particularly for damage-related claims)
    • Courier communication
    • Return inspection notes or internal records

  3. Email your claim to
    📧 marketplace.claims@massmart.co.za
    Use a subject line like:
    Claim – [Order ID] – [Reason]

What Happens Next

  • Your claim will be reviewed and investigated by our team.
  • You will receive one of the following outcomes:
    • ✅ Accepted – you will be asked to submit a valid invoice.
    • ❌ Rejected – you will receive feedback. If more information is needed, you may be asked to resubmit.

Raising an Invoice 🧾

If your claim is accepted:

⚠️ If your invoice is not received within 30 days of approval, the claim will be cancelled and closed.

Invoice Requirements

If you are VAT registered, your invoice must include VAT.

Please address your invoice to:

Company Name: Masstores (Pty) Ltd t/a Makro  
VAT Number: 4300119155  
Billing Address: 16 Peltier Drive, Sunninghill EXT 6, Sandton, 2157

✅ It is your responsibility to ensure the invoice is accurate, includes correct pricing, and contains all necessary information.

Payment Process 💸

  • Claims are paid monthly on the 20th, or the next business day if the 20th falls on a weekend or public holiday.
  • To be included in that month’s payment run, a correct invoice must be received at least 2 business days before the 20th.

Tips for a Successful Claim ✅

  • Submit your claim promptly with complete supporting documents.
  • Ensure the Order ID is clearly referenced.
  • Make sure your invoice is accurate, VAT-compliant (if applicable), and submitted on time.