Infitac Patch Set

Seel Worry-Free Purchase covers package loss, damage, and theft that meet the following criteria.

‍Loss: Domestic packages not delivered before the 30th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 60th day following order fulfillment are considered lost. The compensation for lost packages is the value paid for the purchased item(s).

‍Theft: Packages marked “delivered” yet not received are considered a “theft”, though this may be due to some mishaps that are not criminal in nature. To qualify as a case of theft, supporting documents, such as a police report, may be required. (See “What Supporting Docs are Required for a Claim of Theft?”) The compensation for a verified case of theft is the value paid for the purchased item(s).

‍Damage: Shipping Protection covers item damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. The compensation for damaged items is up to the value paid for the purchased item(s).

Note: Total compensation for one Worry-Free Purchase coverage is up to the value actually paid for the item(s).

Here’s the customer experience of Worry-Free Purchase:
1. Shopper orders from Infitac, with Worry-Free Purchase opted in.
2. Shopper receives an email with their Worry-Free Purchase cover details, as well as instructions on how to report an issue.
3. If a package get damaged or lost during transit, or is delayed, shoppers can report the issue via Seel Claim Portal. 
4. Seel will programmatically assess the issue using policy rules/guidelines to determine if the reported order issue qualifies for a payout.
5. If the reported issue does qualify, a refund will be automatically sent to the shopper in a prepaid credit card via email. If the reported issue doesn’t qualify, an email will be sent to the shopper to notify them of the denial and the reason.

For reporting an issue, please be aware of the following conditions and requirements:

• Issues of loss, where the package is “not delivered” as per the carrier's information, must be reported within 90 days after the order date. Case of “porch piracy”, however, where the package is “delivered” according to carrier but not received by customer, must be reported within 7 days from the time the carrier’s information is updated to “delivered”.
• Issues of damage, where the package is delivered, must be reported within 7 days from the time the carrier’s information is updated to “delivered”.
• Issues of delay, where the package is delivered, must not be reported sooner than 10 days after the order fulfillment date for domestic shipments and 30 days for international shipments.
• All issues must be reported within 90 days of the order date.