Resources · Guide
The claim-submission guide
A walkthrough of how a claim is submitted, what happens to it after submission, and what to prepare beforehand.
Overview of the process
Submitting a claim generally means completing a short form describing the order and the issue you experienced, then waiting for the submission to be reviewed. Wayco's role is to collect that information clearly and pass it into the review process; Wayco does not make coverage decisions unilaterally and cannot promise a specific outcome or timeline.
Before you start
It helps to confirm the order is genuinely eligible for a claim — for example, that any waiting period has passed and that the submission window has not closed. These details are set out in the order-protection terms and the claims terms. If you are unsure whether your situation is a lost order or a delay, the lost-order guide and delayed-order guide can help.
Preparation checklist
- Have your order reference and retailer name ready.
- Know the approximate purchase date and expected delivery window.
- Write a short, factual description of what happened.
- Gather any supporting documents you are comfortable sharing.
- Use an email address you check regularly for updates.
Information typically requested
The claim form generally asks for contact details, an order reference, the retailer, the purchase and delivery dates, the order amount, a description of the issue, and any supporting files. Sensitive details such as full payment card numbers or government identification numbers should not be entered into free-text fields.
After you submit
After a claim is submitted, you should receive a reference number that you can use to request an update later. Review times vary depending on the case and are not guaranteed by this guide. You can check the status of an existing request through the update request page.
Common mistakes
- Submitting incomplete or inconsistent order details.
- Entering sensitive payment or identity information into free-text fields.
- Submitting the same claim multiple times, which can create confusion during review.
- Using an email address that is rarely checked, delaying any follow-up.
Important limitations
Next action
When you are ready, start your claim, or check an order first if you have not already confirmed its status.
Related terms: Claims terms · Order-protection terms