What to do when an exception is found
Where safe and permitted by site rules, promptly record the time, location, outer packaging, seals, quantity and cargo condition, and retain the original packaging and undamaged items. If discovered at delivery, note the actual exception in the delivery record and obtain available evidence; do not rely only on a later verbal account.
Submit an exception ticket promptly
Provide the platform order or tracking reference, issue type, time and location, description, contact and requested handling. Submission deadlines vary by service terms, insurance or declared-value coverage; submit promptly and supply requested information rather than assuming a universal deadline.
Common supporting evidence
Evidence should directly relate to this cargo and exception and remain authentic, complete and legible.
Business and shipment references
Quote, order, waybill, service option and relevant communication records.
Cargo value and quantity
Commercial invoice, purchase or sales evidence, packing list and verifiable declaration data. Declared value does not automatically equal a claim payment.
Cargo and packaging evidence
Photos or video of cargo before shipment and after the incident, inner and outer packaging, cushioning, seals, labels and damaged areas.
Handover and delivery evidence
Pickup record, handover document, weight or dimension record, tracking events, proof of delivery and delivery exception notes where available.
Other requested documents
Assessment, repair, disposal or regulatory material requested for the incident type and applicable service, insurance or declared-value coverage terms.
Assessment process
The process normally covers completeness checking, verification of shipment events and facts, assessment under applicable terms and responsibility scope, additional documents if needed, result notification and handling under confirmed rules. Progress depends on document completeness, investigation by relevant service parties and the applicable process; this page does not promise a universal resolution time.
Liability, amount and coverage boundaries
Liability, deductibles or limits, eligible loss items, currency, amount and handling method are determined from the confirmed service, cargo declaration, packaging and handover, effective terms, insurance or declared-value coverage conditions, and assessed evidence. The website and AI support assistant do not promise payment in every case, full compensation or make their own liability determination.
Evidence integrity and privacy
The applicant must ensure evidence is authentic and may lawfully be submitted. Provide only necessary incident information and do not send passwords, verification codes, full payment credentials or unrelated personal data in ordinary messages. Attachment access and retention follow applicable privacy and business rules.