1Keep the Bag Sealed
If a fish appears deceased, do not open, cut, or re-bag anything before taking evidence.
- No cutting or opening the bag
- Evidence must show the fish clearly inside the sealed bag
Bettavaro • Live Fish Policy • Clear Claim Rules
DOA Policy (Dead On Arrival)
This page explains how Bettavaro reviews DOA claims for live fish shipments. The big rule is simple: keep the bag sealed, take clear proof, and report quickly.
Keep sealed
Do not open the fish bag before evidence is captured.
Report quickly
Fast claims are easier to review fairly.
Refund scope
Approved DOA refunds usually cover the fish price only.
DOA Claim Steps
Follow these steps in order. With live fish claims, evidence is king and guesswork is trash.
2Take Clear Proof
Take clear photos and, ideally, a short continuous video showing the package label and the sealed fish bag.
- Photo of outer label or tracking
- Photo or video of the sealed bag and fish
- Use good lighting and avoid blurry images
3Report Quickly
Claims should be reported as soon as possible after delivery so the evidence remains fair and reviewable.
- Submit fast after delivery
- Include your order reference if available
4Refund Scope
If approved, the usual refund scope is the affected fish price only. Shipping and external fees are generally not refundable.
- Fish price only for approved DOA
- Shipping is generally non-refundable
5What Is Not Covered
Claims may be declined if proof is unclear, the bag was opened, or the claim is too delayed to verify fairly.
- Opened bag
- No usable proof
- Late or incomplete claim
6Delays and Weather
Customs delays, transit disruption, or weather may increase risk. Bettavaro still needs the same proof steps to review the case properly.
- Message us quickly if tracking shows a serious delay
- Do not discard packaging immediately
7Wrong Fish or Order Issue
If you believe the shipment contains the wrong fish, keep the bag sealed and contact Bettavaro before doing anything else.
- Keep sealed until reviewed
- Send photos of the fish, bag, and label
8How to Submit
Use the Bettavaro contact channel and send your order details together with all proof in one message.
- Order number or listing reference
- Photos or video evidence
- Delivery time and any tracking info
Best practice
Before opening the package, record a short video showing the outer label, the sealed bag, and the fish inside. That tiny habit saves huge nonsense later.
FAQ
Quick answers for the common DOA questions.
How fast should I report a DOA?
As soon as possible after delivery. Fast reporting keeps evidence stronger and easier to verify fairly.
Can I open the bag first?
No. If the bag is opened before review, the claim may be rejected because the original condition cannot be verified.
What is usually refunded?
For an approved DOA case, the typical refund scope is the affected fish price only.
What proof should I send?
Send clear photos or a video showing the delivery label and the fish still inside the sealed bag.