Where should I put these FAQs?
Seel advises that Merchants & Sellers include the above details about Worry-Free Delivery on your website. This can be added within an existing Help Center or Shipping landing page on your website. Alternatively, you can include the FAQs below under a Returns landing page on your site.
If you have any questions or concerns, you can always reach out to the Seel Merchant Care team at merchant@seel.com.
Below, please find Seel’s standard website FAQs for Worry-Free Delivery:
Standard Shopper FAQs to be added to your website
Shipping Caveat
If you purchased Worry-Free Delivery with your order, you can easily report an issue to Seel via the Seel Resolution Center.
What should I do if my order arrived damaged?
If you purchased Worry-Free Delivery with your order, you can report an issue within 7 days of delivery through the Seel Resolution Center. Initiate the request using your email and order number found on the confirmation email.
What should I do if my order was stolen after delivery?
If you purchased Worry-Free Delivery with your order, you can report an issue within 7 days of delivery through the Seel Resolution Center. Initiate the request using your email and order number found on the confirmation email.
What should I do if my order was lost during delivery?
If you purchased Worry-Free Delivery with your order, you can report a loss 30 days after placing your order of delivery through the Seel Resolution Center. Initiate the request using your email and order number found on the confirmation email.
How long do I have to report a shipping issue?
If you purchased Worry-Free Delivery with your order, you have 7 days from the date of delivery to report theft or damage and can report a loss for domestic orders between 30 and 60 days after placing the order.
When will I receive my Worry-Free Delivery payout?
If your shipping issue has been accepted, then it will be dependent on your method of payout:
Direct Deposit: 1-3 business days following return acceptance
PayPal Transfer: 1 hour following return acceptance
Venmo Transfer: 1 hour following return acceptance
Can I change my order after it is placed?
If you purchased Worry-Free Delivery with your order, then Seel will send you a confirmation of your Worry-Free Delivery purchase via email. Worry-Free Delivery is not refundable unless the entire order is canceled.
Does Seel cover cases where an item is not shipped out?
No. Seel's Worry-Free Delivery only provides coverage for items that have been fulfilled and shipped out to a customer. If an item is not shipped out by your company, you will need to directly support the customer.
Detailed FAQs for submitting a coverage request
Detailed Section: Damage Coverage Request
Worry-Free Delivery covers item damages for items that are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.). The compensation for damaged items will be up to the value paid for the purchased item(s). Issues must be reported within 7 days of delivery.
What supporting documents are required for a damage coverage request?
Filing an issue for damage requires shoppers to visit the Seel Resolution Center to initiate the request. When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of damage. To file and qualify for an issue of damage, in most instances, the following supporting documents are required:
- Clear photo(s) of the carrier packaging and product package (if applicable)
- Clear photo(s) of how the item(s) are damaged
The payout amount for damage is determined by the evaluation of the photos, up to 100% of the purchased value, depending on how the severity of the damage affects the usability of item(s), therefore The supporting documents provided directly affect decisioning.
Note that damage to the exterior packaging - without affecting the item(s) inside- as well as, pre-shipment item defects are not covered.
Detailed Description: Loss Coverage Request
Domestic packages not delivered within 30-days from the date of fulfillment (i.e., the date when the order is shipped by the merchant) and International packages not delivered within 60-days from the date of fulfillment are considered lost. The compensation for lost packages is the value paid for the purchased item(s).
What supporting documents are required for a loss issue?
Filing for loss requires shoppers to visit the Seel Resolution Center to initiate the request. Lost packages issues require one of the following tracking statuses:
- The shipment be marked by the carrier as "lost"
- Domestic shipments must not have a "delivery" scan 30 within days after shipment
- International shipments must not have a "delivery" scan within 60 days after shipment
To file and qualify for a loss issue, a screenshot of the order page that includes the tracking number is required: to validate the package status. The compensation for lost packages is the value paid for the purchased item(s).
You can also provide a Carrier Letter.
Detailed Description: Theft Coverage
Packages that have a shipping status of “delivered” but were not received by the shopper are considered “theft" (not all theft is deemed criminal in nature). To qualify as a case of theft, supporting documents, such as a police report, may be required. The compensation for a verified case of theft is the value paid for the purchased item(s). Issues must be reported within 7 days of delivery.
What supporting documents are required for a theft coverage request?
Submitting an issue for theft requires customers to visit the Seel Resolution Center to initiate the request. A shipment that displays as "delivered", but has not been received by the shopper falls into a potential theft coverage request. Many times this is due to a mishap that is not criminal in nature. We encourage shoppers to check with neighbors or the post office as a first step.
To qualify for a theft issue, some shoppers may be required to file a police report, in which case the shopper will be prompted to do so during the process of requesting an issue resolution. The process of filing a police report and its format may vary depending on location, but for more insight please refer to this article. Police reports can typically be made over the phone, in-person, or online.
The following information will typically need to be provided as they file the report
- Name of Retailer
- Date of Order
- Date of Delivery
- Name of Shipping Carrier
- Package Value
Comments
0 comments
Article is closed for comments.