Claims

Claims Scenarios

What kind of insurance is offered for lost or damaged goods?

If a seller raises any of the following cases against eBay Fulfilment transactions, you will receive the corresponding policy protection from eBay:

1. Item Not Received:
These cases are related to defects caused by Orange Connex warehouse
operations, delay, lost or delivered in last-mile delivery. If a buyer reports that an item has not arrived,
It will be resolved automatically, and any negative or neutral feedback will be removed from your account. Item not received cases and associated Negative or Neutral feedback will be automatically removed for these transactions.

2. Request to return an item because it does not match the listing description:
Returns for this reason are caused by wrong outbound shipments from Orange Connex warehouse or damage in last-mile delivery.
Any return request for this reason will be automatically closed and any associated Negative or Neutral feedback will be removed.

3. Late shipment: Late shipment cases and associated Negative or Neutral feedback caused by Orange
Connex warehouse operations and last-mile delivery will be automatically removed.

4. Neutral/Negative Feedback: The logistics related Negative or Neutral feedback caused by Orange Connex warehouse operations and last-mile delivery will be automatically removed.

5. Cancelled transactions: Seller cancelled transaction defects caused by Orange Connex warehouse operations will be automatically removed.

For the transactions that are fulfilled by Orange Connex but are non-eBay Fulfilment eBay orders, the protection of items (1) to (5) in clause 2 above will also apply if the following conditions are met.
    a.  Seller needs to provide eBay transaction ID and item ID for us to identify this is an eBay order fulfilled by Orange Connex.
    b.  Seller placed order to Orange Connex on time, no delay on seller side.
    c.  Seller used the service that they offered in the transaction, to avoid the case that transaction is express while seller used economy for example.

For the eF transactions for eBay orders, full protections as well as claim intermediary is available, and seller can enjoy a hassle free aftersales services provided by eBay.

What if my stock in OC got damaged/loss in WHS？

If WHS reported any damaged/loss inventory, the local Customer Service team will make contact with you requesting a supplier invoice to proceed with the claim under our Terms and Conditions.