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). The list provided below serves as a baseline standard for our services, but actual benefits and coverage are determined by your specific contract.

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.

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 it’s location.

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 check point in a significant amount of days or continues to be checked in to the same location repeatedly.

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 of 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.

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 of 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.

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.

Time to File

Upon marked as delivered

Requirements

None

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. If the order is below the maximum threshold of $200 and the customer does not have other claims, we will approve the claim.

Time to File

After marked as delivered or returned to sender

Requirements

Optionally deny claim 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.

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.

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.

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.

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.

Time to File

After advertised arrival date

Requirements

Screenshot of the promised arrival date