Deadline to report incidents:

• You have 5 calendar days from the moment of receiving the goods to open an incident from your account via the “Contact Us” link.
• This is longer than the standard 24–48 hours offered by other providers, as we aims to help dropshippers gather all required documentation.
• After this period, transport insurance claims can no longer be filed, and the system will not allow incidents to be opened.

Incident routing:
Upon entering the Contact Area, you must choose the correct department:

• “Order Not Received”: for shipments not yet received or partially delivered.
• “Order Received”: for incidents after full delivery of the order. You must provide all required documents.

Conditions for successful claims:

• As the buyer you must first collect all necessary information, based on the packing slip attached to every shipment. This includes the order number, product references, stamps, and operator identifiers.
• You must:
  • Provide a clear and detailed explanation in the comment box.
  • Attach the required images of the claim subject.
• Incorrect, incomplete, or sender-missing documentation will invalidate the claim and result in automatic cancellation.