In the dynamic world of cross-border eCommerce that’s teeming with millions of packages moving back and forth, losses and damages are a sad reality that businesses must face. To ensure that our business customers are able to receive adequate compensation for such losses, SourcingBro has come up with an Order Claims Policy.
Sourcingbro will reimburse the wholesale value of every package lost in transit or damaged, up to a maximum of $50 per package, regardless of the product’s value.
Types of Claims #
We accept claims for 5 types of losses or damages as listed below. Once we confirm that the package is lost or damaged, we will quickly reimburse the product cost and the shipping cost. The picking and packaging cost will not be reimbursed.
Here’s an overview of the types of claims we accept.
Lost in Transit #
If there have been no updates about a package’s status for 30 days, we consider it lost in transit.
For packages returned to international warehouses, the time frame for update is 60 days. If there are no updates for 60 days, the package is considered as lost in transit.
Damaged in Transit #
If the customer receives a damaged package, they should take pictures and file a claim with us. We will investigate the issue and, if the claim is approved, reimburse the wholesale value of the product and the shipping cost, or offer a replacement at no additional cost.
Incorrect items #
In the rare event that an incorrect item has been shipped, you must provide the product details and our order number to raise a claim with us. We will then investigate the matter and reimburse accordingly.
The wholesale value of the wrong product and the shipping cost will be reimbursed.
Missing Products or Parts #
If the customer receives an order with missing items or parts, we will reimburse only the missing items or parts, not the entire order value.
Refunds will not be issued. If the customer chooses to reship the order, Sourcingbro will cover the shipping cost for the reshipment.
Delivered but lost #
If the order shows as delivered and has a final scan confirming receipt, but the customer claims that the package was not received, we will not accept the claim and no refunds will be issued.
However, if the customer truly did not receive the package, Sourcingbro will assist in investigating the situation by contacting the courier to track the package and confirm the delivery details.
To verify that the package was correctly signed for, customers should check if the delivery service provides a proof of delivery (POD) or a delivery photo. If the delivery company provides this information, it will be considered final confirmation of the delivery.
FAQ #
Q. What happens after a claim is filed? #
A. After we receive a claim, we review the information submitted and then update you about our response to it.
Q. Claims for replacement orders #
A. If we have shipped out a replacement for an order, then it will not be eligible for a claim, until it is delivered or found damaged after delivery. In case of damages, you can file a claim after which, we will reimburse the wholesale value of the original product and the shipping fee. So, please wait until the replacement package is delivered.
Q. Where can I see the credits on approved claims? #
A. Please check the ‘Fulfilled’ tab on the order billing portal to view credits for approved claims.
Q. How long does it take to get credits? #
A. Credits are added to the portal within 7 working days after claim approval.
