How to file a claim with Seel Buyer Protection

1. Where to submit a claim request 

• Go to Seel Resolution Center via the “Report an issue” button at the Tracking Page
  
  

• Go to Seel Resolution Center via the hyperlink inserted in your Buyer Protection policy confirmation email
  

2. How to submit a claim 

• Log into the Resolution Center using your email address and Buyer Protection ID/Order number
  

• Choose your issue type:
  
  

• Flow of submitting a claim for delay:
  
  
  

• Flow of submitting a claim for damage:

• Flow of submitting a claim for loss:
  
  
  
  

3. Supporting docs required to qualify for a claim

• Supporting docs required for a claim of damage:

•  When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of damage. To file and qualify for a claim of damage, the following supporting documents are required:

1. Clear photo(s) of the carrier packaging and product package (if applicable)
2. Clear photo(s) of how the item(s) are damaged
   
3. Here are some examples:
    
   (carrier package damaged)
   
   (product package damaged, liquid leaked)
   

• The payout amount for damage is determined by the evaluation results, up to 100% of the purchased value, depending on how the damage affects the usability of item(s).
• Note that damage in packaging without affecting the item(s) inside, and clear pre-shipment item defects (e.g., loose threads) are not covered.
• The supporting documents you provide will directly affect our evaluation. Please make sure to provide detailed evidence to facilitate your resolution process.
• Supporting docs required for a claim of loss:
  a. If the shipment is marked by the carrier as "lost", or domestic shipments that haven't shown a "delivery" scan 30 days after shipment (or international shipment that hasn't shown "delivery" scan 60 days after shipment), you don’t need to provide any additional proof.
  
  b. If the shipment has shown a "delivery" scan, but was not received, we encourage you to look around in your neighborhood or mail hub first. If, however, you still can’t find your package, we might need one of the following as the supporting document to qualify for a claim of loss:
  ● Police report
  ● Security footage
  ● Carrier letter
  ● written documentation from an authority/leasing office detailing the incident
  
  ** For scenario b, if this is the first occurrence of such a situation with your package, Seel will provide compensation without requiring any supporting documents. However, if the same situation occurs again, supporting documents will be mandatory.
• Supporting docs required for a claim of delay:
  No supporting docs are required for a claim of delay. Such cases will be automatically judged based on the tracking info of your package’s tracking number.