Worry-Free Purchase | Coverage and Claims Process

Worry-Free Purchase shipping protection, provided by Seel  , is an optional service that helps your customers resolve common shipping issues like delayed deliveries, lost packages, or product damage. When enabled in your store, this feature allows buyers to file claims directly with Seel and receive compensation without requiring you to manage the process manually. This article outlines what’s covered under Worry-Free Purchase and how the customer claim process works from start to finish.

Coverage details

Worry-Free Purchase provides targeted protection for delayed, lost, or damaged shipments. Each coverage type is subject to specific timelines and conditions to ensure fair and efficient resolution.

• Delayed shipments: Customers receive $5 compensation if delivery takes longer than expected. This applies when a domestic shipment is not delivered within 10 calendar days of the shipment date, or an international shipment takes more than 30 calendar days. Seel automatically determines eligibility using shipment tracking, so no documentation is usually required.
• Lost packages: Full reimbursement is provided when a shipment is not delivered after a prolonged period. For domestic orders, this applies after 30 days; for international orders, after 60 days. If the tracking shows “Delivered” but the item was not received, it is considered lost and eligible for full compensation. Claims must be submitted within 7 calendar days from the marked delivery date. For certain low-value orders, Seel may approve porch theft claims without requiring supporting documents. This auto-approval threshold is determined based on the policies of the store or platform.
• Damaged items: Coverage includes clear physical damage that prevents the product from being used as intended. This includes broken parts, crushed packaging, or bending that alters function. The customer must submit the claim within 7 days of delivery. Minor scuffs or cosmetic issues are not typically covered unless they affect usability.
• Excluded issues: Claims are not accepted for problems unrelated to shipping, including manufacturing defects, merchant errors (such as sending the wrong item), or unsealed goods not caused by shipping conditions. For example, if you received the wrong item, an unsealed cosmetic product, or a product with a factory defect, these are not covered under Worry-Free Purchase. Please contact the store directly for resolution. These should be handled directly by the store or supplier.
• Compensation limit: Seel reimburses up to the final paid product price after all discounts and promotions. This amount includes any applicable sales taxes but excludes shipping fees, tips, and payment method discounts, unless specifically covered by your platform’s policy.
• Shipping definitions: “Domestic” refers to deliveries within the same country as the fulfillment source. “International” refers to shipments crossing national borders, often involving longer transit times and customs processing.

Customer claims process

Once a shipping issue occurs, customers can file a claim through the Worry-Free Purchase system. The process varies slightly depending on whether the order was delayed, lost, or damaged. The steps below outline how to handle each case, along with claim timelines, access options, and payout methods.

• Delayed shipments: Claims for delivery delays can be submitted once the required number of days have passed after shipment. For a reminder of the specific timelines, refer to the coverage section. All claims must be submitted within 90 days of the purchase date.
• Lost packages: Customers are eligible to file a claim if the package has not arrived after an extended period, or if the tracking status shows the order as delivered but the item was not received. Refer to the previous section for exact timeframes. Claims must be submitted within 90 days of purchase.
• Damaged items: Claims for visible physical damage must be submitted within 7 calendar days of the recorded delivery date. Damage must interfere with the item’s intended use to qualify for compensation.
• Accessing the claims portal: Customers can file a claim using the link sent by email after purchase, through the Order Details page, or by following prompts to add an email if one wasn’t provided during checkout. For configuration support, refer to Worry-Free Purchase | Set up and Configuration.
• Selecting a compensation method: Customers may choose from multiple payment options when submitting a claim. Available methods include:
  • PayPal: Instant transfer in supported currencies.
  • Venmo: Instant transfer in USD.
  • Direct deposit: ACH transfer to a US bank account (1–3 business days).
  • Prepaid Visa card: A digital Visa card issued by Tremendous, delivered by email and usable for online purchases or in-store (where accepted).
• Providing documentation: Depending on the type of claim, Seel may request supporting documents.
  • For damaged items, customers must upload photos of the outer packaging, inner packaging, and the damaged product itself.
  • For orders marked as delivered but not received, additional evidence such as a police report, surveillance footage, or a carrier statement may be required.
  • For lost or delayed shipments, documentation is usually not necessary unless Seel requests further verification.
• Submitting the claim: After completing the required fields and uploading any necessary documents, customers can submit their claim through the Seel claims portal  . Seel will review the submission and, once approved, issue the compensation using the selected payment method.

Worry-Free Purchase offers customers a simple and transparent way to resolve shipping issues without added stress. By understanding what’s covered and how claims are handled, you can ensure a smoother post-purchase experience and strengthen trust with your buyers. For full policy details or additional support, visit the Seel website  .