Worry-Free Purchase

Worry-Free Purchase

INMOTION is pleased to see your interest in our worry-free service. Please make sure to read the following terms and conditions carefully.

What does Worry-Free Purchase cover?

About Delays: $5 USD compensation for delay

United States domestic packages not delivered 10 days after order fulfillment (i.e., the date when the order is shipped by the merchant) are considered delayed. (30 days for international packages.) Delayed packages will be compensated for $5 USD.

About Loss:  Cover the actual item(s) value paid

United States domestic packages not delivered 30 days after order fulfillment (i.e., the date when the order is shipped by the merchant) are considered lost. (60 days for international packages.) Lost packages will be compensated for the actual item(s) value paid.

About Damage:  Cover the Actual Item(s) Value Paid

Worry-Free Purchase 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. Damaged item(s) will be compensated up to the actual item(s) value paid.

Worry-Free Purchase also covers carbon-neutral shipment for all domestic shipments.

Note: Total compensation for one cover is up to the item(s) value actually paid.

How does Worry-Free Purchase resolve your shipping issues?

Here's the customer experience of Worry-Free Purchase:

  1. Shopper orders from the merchant, 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 their package gets damaged or lost during transit, or is delayed, they can report the issue via the 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.

Is there any time limit for issue reporting?

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. In cases of "porch piracy," where the package is "delivered" according to the carrier but not received by the 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.

For any further questions regarding package concerns, you can contact our third-party service platform at Seel.com or reach their team by emailing support@seel.com

What Supporting Docs are Required for a Claim of Loss?

Filing a claim for loss requires customers to visit the Seel Resolution Center (resolve.seel.com) to initiate the request.

 

Lost packages are any shipment marked by the carrier as "lost", or domestic shipments that haven't shown a "delivery" scan 30 days after shipment (or international shipment that hasn't shown "delivery" scan 60 days after shipment).

 

To file and qualify for a claim of loss, the following supporting documents are required:

lA screenshot of your Order Page that includes the Tracking Number

lA screenshot of the latest tracking update of this Tracking Number, indicating either that the package is marked as 'lost' or that it isn't marked "delivered" 30 days after shipment (60 days for international shipment)

What Supporting Docs are Required for a Claim of Damage?

Filing a claim for damage requires customers to visit the Seel Resolution Center (resolve.seel.com) 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 a claim of damage, the following supporting documents are required:

lClear photo(s) of the carrier packaging and product package (if applicable)

lClear photo(s) of how the item(s) are damaged

 

The payout amount for damage is determined by the evaluation results, up to 100% of the purchased value, depending on how the damage affects the usability of item(s).

Note that damage in packaging without affecting the item(s) inside, and clear pre-shipment item defects (e.g., loose threads) are not covered.

The supporting documents you provide will directly affect our evaluation. Please make sure to provide detailed evidence to facilitate your resolution process.

What Supporting Docs are Required for a Claim of Theft?

Filing a claim for theft requires customers to visit the Seel Resolution Center (resolve.seel.com) to initiate the request.

 

To any shipment that has shown a "delivery" scan, but was not received by the customer falls into a potential case of theft. Oftentimes this could be due to some mishaps that were not criminal in nature. We encourage you to look around in your neighborhood or mail hub first.  ile and qualify for a claim of theft, you need to go to your local police station to file a Police Report for your case.

Besides a police report, we also encourage you to provide the following supporting documents as proof of theft, which will significantly expedite the process of resolution:

lSecurity footage

lCarrier letter

lWritten documentation from an authority/leasing office detailing the incident

While resolving issues around stolen package with Seel, please make sure that you've obtained valid supporting documents to ensure a proper and quick resolution.

How to File a Police Report

 

When a customer's package is marked as delivered but not received, Seel may require a valid police report to investigate the issue. While this may seem daunting, filing a police report is a simple process that can usually be completed within 10-15 minutes.

Here’s a simple guide:

Depending on your local conditions, police reports can be made over the phone, in-person, or online.

lStart by researching your local police station, which can be simply done on Google.

lCall the station and let them know you need to file a report on a stolen package for the claim process with the insurer.

lAsk what’s the process of getting this done, and if this can be done online, over phone or must be in-person.

lBe prepared to provide the following information as you file the report

lName of Retailer

lDate of Order

lDate of Delivery

lName of Carrier

lWhere the Package was Left

lPackage Value

Finally, while resolving issues around stolen packages with Seel, it is important to include the reference or case number in the report and share it with Seel specialists. This will ensure that the investigation is properly documented and expedited.