Shipping Protection is designed to cover common losses and damages that may occur during package transit. It aims to give you peace of mind while shopping. Below is key information you need to know about claims, including coverage, processes, and frequently asked questions.
1. Shipping Protection Coverage & Claims Rules
The table below details the covered scenarios, judgment criteria, required supporting materials, compensation amount, and claim time limit:
| Coverage Scope | Scenario | Criteria | Claim Supporting Materials | Compensation Amount | Claim Time Limit |
|---|---|---|---|---|---|
|
Loss During Transit |
Total loss of package during transit |
1. Logistics tracking does not show delivery. 2. Domestic packages not delivered within 30 days of shipment; international packages not delivered within 60 days of shipment are considered lost. |
Logistics tracking information |
Discounted order amount (shipping and taxes are compensable only if included in the original order total) |
All claims must be reported within 90 days of the merchant marking the order as shipped. For special cases, Xcotton will work with the merchant to resolve. |
|
Loss During Transit |
Partial loss of package during transit |
1. Single order with multiple packages: Verify the logistics status of each package and assess based on loss, damage, or theft. 2. Single order with single package: (1) Outer packaging is damaged; (2) Discrepancy between the weight recorded by logistics and the actual weight. |
1. Logistics receipt on outer packaging (with tracking number and weight); 2. Photos of all sides of outer packaging; 3. Photos of received goods and actual weight verification. |
Compensation based on the value of the lost part of the goods. If reshipment is required, the maximum compensation shall not exceed the discounted order amount. |
All claims must be reported within 90 days of the merchant marking the order as shipped. For special cases, Xcotton will work with the merchant to resolve. |
|
Loss During Transit |
Porch piracy (logistics shows delivery, but you haven’t received the package) |
Logistics tracking shows delivery, but the package is not received by you. |
1. Police report; 2. Or on-site video evidence; 3. Or loss certificate provided by the logistics company. |
Discounted order amount |
All claims must be reported within 90 days of the merchant marking the order as shipped. For special cases, Xcotton will work with the merchant to resolve. |
|
Damage During Transit |
Received goods with obvious breakage, cracks, bending (if the item is non-bendable), crushing, etc., rendering them unusable |
The goods themselves are damaged; outer packaging damage serves as supplementary evidence. |
1. Logistics label on outer packaging; 2. Photos of all sides of outer packaging; 3. Photos of product packaging; 4. Photos of the damaged part of the item. |
- Partial damage: Cost of replacement parts + shipping fee, or partial cash compensation (not exceeding the discounted order amount). - Total damage: Discounted order amount. |
All claims must be reported within 90 days of the merchant marking the order as shipped. For special cases, Xcotton will work with the merchant to resolve. |
|
Misdelivery by Logistics Provider |
Logistics provider delivers to an incorrect address (excluding errors caused by you) |
The address shown on the Proof of Delivery (POD) does not match the shipping address on the order. |
1. Screenshot of the order with the recipient’s address; 2. Image proof of the correct delivery address; 3. Other evidence proving the mismatch between the POD address and the designated address. |
1. For traceable shipments: Compensation for secondary delivery costs; 2. For untraceable shipments: Treated as lost, compensated with the discounted order amount. |
All claims must be reported within 90 days of the merchant marking the order as shipped. For special cases, Xcotton will work with the merchant to resolve. |
2. Shipping Protection Claims Process
There are two scenarios for initiating a claim, depending on how you apply:
Scenario A: Apply directly to Xcotton via the insurance claim link
- You discover an issue with the package (e.g., loss, damage).
- Access the Xcotton Claims Center through the insurance claim link in the "Shipping Protection Purchase Success" email you received.
- Xcotton will contact you to discuss claim settlement options.
- Xcotton verifies whether the case is within the insurance coverage scope.
- You choose a claim settlement method:
- Reshipment: Xcotton will place an order on the merchant’s platform and ship the item(s) directly to you.
- Cash compensation: Xcotton will transfer the compensation directly to your designated account.
- Claim process ends.
Scenario B: Apply for after-sales service from the merchant first
- You discover an issue with the package and request after-sales service from the merchant.
- The merchant’s customer service provides you with the Xcotton claim link.
- You access the Xcotton Claims Center via the link and submit a claim.
- Xcotton will contact you to discuss claim settlement options.
- Xcotton verifies whether the case is within the insurance coverage scope.
- You choose a claim settlement method:
- Reshipment: Xcotton will place an order on the merchant’s platform and ship the item(s) directly to you.
- Cash compensation: Xcotton will transfer the compensation directly to your designated account.
- Claim process ends.
3. How to Access the Xcotton Claims Center
If your package is lost or damaged after purchase, you can file a claim by logging into the Xcotton Claims Center through one of the following two methods:
Method 1: Log in via the direct link
- Visit the Xcotton Claims Center: https://seller.xcottons.com/parcel#/parcel/parcel-login
- Enter your registered email address and Shipping Protection ID (provided in the "Shipping Protection Purchase Success" email).
- Click "NEXT" to proceed with the claim application.
Method 2: Log in via the "Shipping Protection Purchase Success" email
- After successfully purchasing Shipping Protection, you will receive an email titled "Xcotton Shipping Protection Placed Successfully".
- In the email, click the highlighted link (marked for claim access) to be redirected to the Xcotton Claims Center directly.
4. Frequently Asked Questions (FAQs)
Q1: What should I do if I want to file a claim?
You can file a claim in two ways:
- Directly access the Xcotton Claims Center via the link: https://seller.xcottons.com/parcel#/parcel/parcel-login, or contact Xcotton via email: support@xcottons.com.
- Contact the merchant first, and the merchant will assist in submitting your "order number + reason for claim" to Xcotton for follow-up.
Q2: Does Shipping Protection cover shipping costs or taxes?
No. Xcotton’s Shipping Protection service fee is calculated based on the product’s order amount (excluding shipping costs and taxes, as these details are not available when quoting the service fee). Therefore, the maximum compensation amount is limited to the discounted purchase price of the goods, and does not include shipping fees, taxes, or Xcotton’s service fees stated in the order.
Q3: How are partially lost goods handled?
Xcotton will first verify whether the case meets the criteria for partial loss. If confirmed:
- For a single order with multiple packages: Xcotton will work with the merchant to confirm the value of the goods in the lost package(s).
- For a single order with one package: Xcotton will verify the value of the lost part of the goods with the merchant (based on system records).
Compensation is typically provided in the form of reshipment. Xcotton will cover the displayed order amount of the lost goods plus the associated shipping costs.
Q4: What should I do if I receive damaged goods?
You need to provide supporting documents for the damage, and Xcotton will assess liability and determine compensation based on the following scenarios:
- Minor damage (e.g., scratches) that does not affect use: Partial cash compensation will be provided.
- Damaged components: You will be asked to mark the damaged parts on the product diagram (from the user manual). Xcotton will confirm with the merchant whether replacement parts are in stock and the reshipping cost. After the merchant ships the parts and provides the tracking number, Xcotton will cover the cost of the replacement parts and reshipping.
- Constructive total loss (goods are completely unusable): Xcotton will first recommend reshipment. If you agree, Xcotton will arrange for the merchant to reship the goods; after shipment, the merchant will provide the tracking number and USD payment details, and Xcotton will compensate the merchant based on the discounted order amount. If you prefer cash compensation, Xcotton will transfer the compensation directly to you.
-
Damaged goods requiring return to the merchant: After the goods are returned, the merchant will inspect them:
- If the goods can be restocked after replacing components: Xcotton will cover the return shipping fee and component costs (total compensation not exceeding the discounted order amount).
- If the goods cannot be restocked: Xcotton will cover the return shipping fee + product cost - salvage value (total compensation not exceeding the discounted order amount).
Q5: How are lost packages handled?
Xcotton will first recommend reshipment as compensation. If you agree:
- Xcotton will coordinate with the merchant to reship the goods.
- After the merchant ships the goods, they will provide the tracking number and USD payment details.
- Xcotton will compensate the merchant based on the discounted order amount.
If you prefer cash compensation instead, Xcotton will transfer the compensation directly to your designated account.
Q6: What scenarios are NOT covered by Shipping Protection?
The following scenarios are excluded from coverage:
- Incorrect or insufficient delivery address provided by you.
- Unfulfilled orders (logistics status shows "pre-shipment," "label created," or "shipment information received").
- Goods detained or confiscated by law enforcement or government authorities.
- Unclaimed packages or packages refused by you (except for damaged goods).
- Non-conforming goods (e.g., wrong product, color, size, or model).
- Pre-shipment damage (e.g., rust, oxidation without visible water stains on outer packaging, or inherent product quality defects).
- Three exemptions: "War/Rebellion/Terrorism, Capture and Seizure, and Weapons of War"
Q7: How will I receive compensation from Xcotton?
Since Xcotton cannot access your original payment information (as service fees are collected via the merchant), you may select a compensation method based on your needs, with options including:
- Bank transfer: Provide your valid bank account details, and Xcotton will transfer the compensation amount directly to your designated account.
- Merchant-issued Gift Card/Voucher: If you prefer this option, Xcotton will coordinate with the merchant to confirm the feasibility (e.g., gift card denomination rules, applicable scope). Once confirmed, the merchant will issue a digital or physical gift card/voucher (valued at the approved compensation amount) to you. The merchant will also inform you of key terms such as validity period and usage restrictions.
In rare cases where you are unwilling to share bank details (for security reasons) and request a refund to your original payment account: The merchant will first process the refund to you, and Xcotton will then reimburse the merchant (this "merchant-first refund" method does not apply to compensation via merchant-issued gift cards/vouchers).
Q8: Can I cancel Shipping Protection?
- Before shipment: Yes, you can contact the merchant to cancel Shipping Protection.
- After shipment: No, cancellation is not allowed once the package has been shipped.
Q9: What is the timeline for claim processing?
Xcotton adheres to the following response and processing timelines:
- Initial response to your claim application within 24 hours.
- If all required supporting materials are complete, compensation payment or reshipment order placement will be processed within 2 business days.
- Responses to any follow-up inquiries you have about the claim within 24 hours.
Q10: Who should I contact if I have other questions about claims?
For any claim-related inquiries, please contact Xcotton via email: support@xcottons.com.