Package Loss
When addressing lost packages in cross-border e-commerce, customer satisfaction is our top priority. Below, we offer detailed guidance on how we support customers in resolving these issues:
1. Determining Package Loss:
Ordinarily, express packages are expected to be delivered within a maximum of 30 days. If 30 days have elapsed and you still haven't received your package, we recommend contacting the seller and the courier service provider to verify the package's status. If more than 60 days pass without package delivery, we will generally consider the package as lost and initiate the process of assessing responsibility and compensation.
2. Responsibility Allocation:
First and foremost, it's important to emphasize that package loss is typically not the fault of the seller or the buyer; it's an undesirable occurrence for both parties. International shipping involves multiple stages and several logistics companies, making package loss a rare event. In the event of a lost package, the seller will assist you in investigating and confirming the specifics of the situation and determining responsibility.
3. Responsibility Assessment:
If you opted for parcel loss insurance when placing your order, Seel will compensate you for the lost package. Once a package is sent, if it goes missing during international transit, the primary responsibility lies with the courier service provider, not the seller or the customer. We will actively assist you in liaising with the courier service provider to resolve the issue. Potential solutions from Seel may include full/partial refunds, or requesting compensation from the courier company, among others.
If you didn't opt for Green Shipping Protection when placing your order, you'll be responsible for monetary losses incurred due to package loss. The specific extent of loss will vary depending on the circumstances of the package's disappearance. If the package goes missing during international transit(from China/Hongkong to your destination country), the seller, iKOOLCORE, will bear primary responsibility. However, if the package is lost after reaching the buyer's local country, the buyer will bear the primary responsibility for the lost package. To mitigate losses for both parties in the event of package loss, we strongly recommend that buyers select Green Shipping Protection when placing orders.
4. Regarding Compensation for Lost Packages:
Once a package has been confirmed as lost and responsibility has been determined, we will actively assist you in the resolution process. To mitigate potential losses in the event of package loss, we strongly recommend selecting shipping insurance when placing your order. This ensures that, in the event of package loss, Seel, as an intermediary, will reimburse you for your losses, fostering a relationship of trust and a positive shopping experience.
It's important to reiterate that package loss is not the seller's fault, nor is it the customer's fault. When a package is lost, the seller is obliged to actively assist the customer in resolving the issue. However, the seller does not bear full responsibility, and responsibility will be allocated based on the specific circumstances. Therefore, we once again recommend our customers to choose Green Shipping Protection when placing their orders.
We are committed to ensuring your satisfaction and shopping experience. If you encounter any issues, please do not hesitate to contact us. We will do our utmost to assist you in resolving the problem. Thank you for your trust and support.
If you buy the Green Shipping Protection for shipping, and the package was lost, than contact Seel for help, you can also inform us and we'll tell you how to advoid money loss.
We appreciate your patience and understanding.
