- Contact the buyer immediately to explain the situation. You can message the buyer directly from the order page. Here you can agree on next steps.
- Contact Customer Service with the claim documentation (e.g. proof of postage, shipping company investigation)
- Open a claim with the shipping company. This process differs if you are using Smart Shipping or Manual Shipping
1. If you used smart shipping
With smart shipping insurance:
- File a claim with XCover, the insurance provider.
- Log into your XCover account and select the relevant policy.
- Provide photos of the damaged object, packaging, and shipping label.
- Claims should be filed:
- Within 14 days of delivery for damage.
- Within 30 days (60 if international) after the shipping date for loss.
- Within 10 days of the marked delivery date if the buyer didn’t receive it.
Without smart shipping insurance:
- You are responsible for the loss or damage.
- XCover cannot reimburse you without an active insurance policy.
- The buyer will be refunded, and you won’t receive payment.
2. If you used manual shipping
Catawiki cannot help for any insurance-related topics in the context of Manual Shipping.
- With your own insurance:
- Contact your shipping or insurance company and file a claim according to their process.
- Be ready to provide proof of value and evidence of damage or loss.
- Any compensation depends on your shipping company’s or insurer’s policy.
- Without insurance:
- You are fully responsible if anything goes wrong during the shipment of your object.
- The buyer will be refunded, and you won’t receive payment.
Important to know
- If a buyer opens a case for the order, your payout will be paused until the issue is resolved.
- Always keep the shipping company receipt and tracking evidence.
- To protect yourself, always consider adding insurance, particularly for high-value or fragile objects.