Introduction of Worry-Free Purchase

Worry-Free Purchase

The Worry-Free Purchase service helps protect sellers from potential issues that may arise during the shipping process. When customers purchase the Worry-Free Purchase service, if their package is delayed, lost, or damaged, they can initiate a claim through their order details or via email.

Worry-Free Purchase | Coverage and Claims Process

If a package is delayed, lost, or damaged, the policy will be activated under the following conditions:

  1. Package delays: If delivery has not been made within 30 calendar days of shipment.
  2. Package loss:
  • If the package has not been delivered within 60 calendar days of shipment.
  • Porch theft or stolen: If the tracking status shows the package as delivered but the recipient claims it was not received, the situation will be treated as a lost or stolen package.
  1. Package damage:
  • Visible damage: Damage such as breakage, bending (if not intended), or crushing that renders the item unusable is covered. Compensation is based on the purchase price.

Note：

Manufacturing defects, packaging errors, or unsealed items are not covered. The maximum compensation is based on the final purchase price, including any discounts or promotions.

How customers submit claims

When a customer experiences an issue with their shipment, they can submit a claim through Seel’s Worry-Free Purchase app. Below is an overview of how the customer claims process works:

  1. Customer follows claim guidelines: The customer must adhere to specific timelines when filing a claim based on the nature of the issue:

The customer can file a claim 30 days after the order was shipped, but no later than 90 days from the purchase date.

  • Lost packages:The claim must be submitted within 90 days of the purchase date. For porch theft cases (when the tracking shows delivery, but the package is missing), the claim must be filed within 7 days of the package being marked as delivered.
  • Damaged packages:The customer has 7 days to submit a claim after the package has been delivered according to the carrier’s tracking.
  1. Customer submits a claim: Customers can submit their claim using one of the following methods:
  • Email claim link: After purchasing insurance, customers receive an email with a link to the https://resolve.seel.com/, along with their specific policy details.
  • Access via order details: Customers who did not provide an email can access the claims page through the Order Details section. They may also receive a text message prompting them to add an email for future communications.
  • Direct access to claims portal: Customers can also navigate directly to the claims portal from their Order Details page. If they haven’t added an email, they’ll be prompted to do so at this stage.
  1. Customer selects compensation method: Customers choose a preferred method of compensation from the following options:
  • PayPal: Instant payment in multiple currencies.
  • Venmo: Instant payment in USD.
  • Direct deposit: Available for USD transactions via ACH transfer to a US bank account, with payments taking 1-3 business days.
  • Tremendous: Compensation through a virtual Visa card.
  1. Customer provides required documentation: The documentation needed depends on the type of claim:
  • For damaged goods: Customers must submit photos of the outer packaging, inner packaging, and the damaged product parts.
  • For lost goods: If the tracking status indicates the package is lost, no documentation is required to submit a claim. For orders below a certain threshold, no documentation is required. For porch theft, customers may need to provide one of the following:Police report
    • Surveillance footage
    • Proof of loss from the carrier
    • Documentation from qualified personnel
  • For delayed goods: No documentation is needed, as Seel will automatically assess the claim using the tracking number.
  1. Customer submits the claim for review: After providing the necessary documentation, customers log into Seel’s claims portal, select the type of issue, and submit their claim for review. Once the claim is reviewed, the compensation is processed based on the chosen method.

If you have more questions, please contact our customer service email for inquiries: support@makemesurprise.com

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