1. What does Buyer Protection cover?
Buyer Protection covers delayed, damaged, and lost items that meet the following criteria.
Damage: Buyer 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 will be up to the value paid for the purchased item(s).
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).
Buyer Protection also includes carbon-neutral shipment within the recipient’s country.
Note: Total compensation for one cover is up to the value actually paid for the item(s).
2. What products are excluded from Buyer Protection?
Buyer Protection does not cover the following categories of items：
- Automobiles and motorcycles
- Jewelry (valued in excess of €1,500)
- Boats and yachts
- Live animals
- Ceramic, marble or granite tiles, slab blocks, countertops, or statues
- Negotiable papers
- Cigarettes and other tobacco products
- Perishable commodities
- Raw cotton
- Pharmaceutical drugs
- Fine arts (valued in excess of €10,000 per piece)
- Precious stones and metals
- Scrap metal, steel metal and steel metal products; automotive engines; general used automotive merchandise made of metal
- Glass windows, plate glass, and similar goods
3. How does Buyer Protection resolve shoppers’ shipping issues?
The customer experience of Buyer Protection is as follows:
- Shopper orders from the merchant with Buyer Protection opted in.
- Shopper receives an email with their Buyer Protection coverage details, as well as instructions on how to report an issue.
- If their package is damaged or lost during transit or is delayed, they can report the issue via the Seel Claim Portal.
- Seel will assess the issue using policy rules/guidelines to determine if the reported order issue qualifies for a payout.
- 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.
To qualify for the payout, shoppers need to follow the issue reporting requirements:
- Issues of loss, where the package is not delivered, must not be reported sooner than 30 days after the order fulfillment date for domestic shipments and 60 days for international shipments.
- Issues of damage, where the package is delivered, must be reported within 15 days after the delivery date.
- 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.
4. How much does Buyer Protection cost?
Buyer Protection is free for merchants and is available for customers to purchase on the cart page. The cost of Buyer Protection depends on the currency that the store uses, and is denominated in the store currency. Here’s an example: for orders where all items have a combined retail value under €100 EUR, Buyer Protection is charged at a fixed rate of €0.98 EUR. For orders where all items have a combined retail value over €100 EUR, Buyer Protection is calculated from 1.5%-5% of the cart total based on proprietary risk factors (for example, if an order was €150 EUR with a 1.5% rate, then Buyer Protection would cost €2.25 EUR).