Below is a general overview of the claim types we typically credit for. Please note that the specifics of what is covered may vary depending on your individual contract. For precise details on your coverage, we recommend reviewing the terms of your agreement or reaching out to your Customer Success Manager (CSM).
Credited to You
You will receive a credit for the following claim types on your monthly payout depending on your plan type.
Stolen
Customer reports they’re aware the package has been stolen either via a door camera, building facilities manager, or neighbor.
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| Time to File | 2+ days after marked as delivered |
| Requirements | Door camera footage (optional) but can help expedite claim. Police Report may be required at OP discretion if order is flagged as Medium/High Risk or over $350 value |
Delivered Not Received
The tracking number is marked as delivered but customer is saying it’s not received and no other people in the house or neighbors are aware of its location.
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| Time to File | 2+ days after marked as delivered |
| Requirements | Carrier tracking number showing delivered. Police Report may be required at OP discretion if order is flagged as Medium/High Risk or over $350 value |
Lost
The tracking number has not had a checkpoint in a significant amount of days or continues to be checked in to the same location repeatedly.
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| Time to File | 7+ days domestic, 14+ days international |
| Requirements | Carrier tracking number showing delivered. Police Report may be required at OP discretion if order is flagged as Medium/High Risk or over $350 value |
Damaged
Common issues of damage include: aggressive handling, conveyers tearing clothing, overweight boxes crushing others. If the order was not properly packaged (e.g. glass with no bubble wrap) or the damage is unlikely to have come from the carrier, this claim won’t be credited to you. When we can visibly see the damage was caused during shipping it will be marked as damaged and credited to you.
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| Time to File | Upon marked as delivered |
| Requirements | Photos and/or video showing the damages and ideally the shipping box/bag |
Wrong Item
During handling the wrong items are picked/packed or the wrong items get put in the box. This can be especially frustrating for international orders that may have taken weeks to arrive. If your website doesn’t have color/size/model specific photos we may look at the variant data or SKU to identify if the wrong item was received. If the customer was confused about what they ordered and did receive the correct item we may ask them to return it per your returns policy.
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| Time to File | Upon marked as delivered |
| Requirements | Photos of the wrong items received vs the website photos |
Wrong Address (Carrier)
The city/state showing on carrier tracking does not match with shipping address the customer input at checkout and has not been marked for local post office pickup.
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| Time to File | Upon marked as delivered |
| Requirements | Carrier tracking showing incorrect delivery location |
Not Credited
As these case types are reliant on internal actions, they will not be credited back to you.
Wrong Address (Customer)
Customer mistakenly inputs an incorrect or old address from a previous residence at checkout. If the package is rejected by the receiver at the time of attempted delivery we can process as an RTS.
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| Time to File | After marked as delivered or returned to sender |
| Requirements | Claim may be denied if value over $200 and marked as delivered. Optionally we may ask for a screenshot showing the order confirmation email shipping address |
Returned to Sender
If the order has been rejected or is not able to be delivered by the carrier it may be returned to sender. This can happen if the driver isn’t able to access the mailbox due to a gate, or multiple attempts have been unsuccessful to a building. The shipping fee would not be refunded. We currently don’t support restocking fee or refund only. Please reach out to your CSM if you have these requirements for product updates.
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| Time to File | Up to 45 days after order date |
| Requirements | Tracking number showing movement back to origin or marked as Returned to Sender |
Defective Item
The item received has a manufacturing defect such as an off center graphic tee or juicer that won’t turn on. These issues cannot be caused by the shipping carrier and may be deemed as defective. If you have custom macros for suggested fixes or replacement parts, please let your CSM know.
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| Time to File | Up to 45 days after order date |
| Requirements | Photos and/or videos of the product not working as expected |
Carrier Did Not Receive
This can happen when you use multiple carriers and the wrong carrier receives the package, or if a shipping label is purchased and doesn’t make it to the carrier’s pickup due to handling issues.
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| Time to File | 4+ days with no origin scan |
| Requirements | Tracking number required |
Product Not As Described
The product received does not match the website photo or description as the customer expected. We will suggest the customer return the product and reach out to you directly.
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| Time to File | Up to 45 days after order date |
| Requirements | Photos and/or videos of the product matching the website |
Late Shipping
We may deem an order late if advertised to the customer on a specific arrival date or shipping timeframe. In the case that date is missed we may offer a refund for the shipping cost.
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| Time to File | After advertised arrival date |
| Requirements | Screenshot of the promised arrival date |
Our service offers delivery protection governed by your merchant agreement. All claims are subject to review and approval based on documentation, order value, risk level, and plan tier.
