We distinguish between three main cases:
- Item not as described: If the product condition differs from what was advertised (typical marketplace dispute), we do not intervene. In Shipping as a Service, we only handle logistics and do not have access to listing details.
- Damage during transport: Must be reported within 72 hours after delivery. Our claims team will take over and coordinate directly with the carrier.
- Lost shipment: We handle the full investigation with the carrier. If the item is not recovered:
With insurance: full reimbursement including fees
Without insurance: standard compensation according to EU regulation (~€15/kg)