Spaceship Air - Lost Investigation & Compensation Guide

This page is a comprehensive guide that offers detailed information on the investigation and compensation process for resolving issues related to lost shipments.

Do Not Meet the Investigation Criteria

• Content items missing despite intact box
• Parcel Damaged
• Parcel Stolen
• Content items malfunctioned
• "Delivered Scan" was updated on the tracking page
  Here are some suggested actions to take:
  • Check Safe locations: It is recommended that recipients thoroughly search for their parcels in safe locations within the delivery address. These safe places can include areas such as the mailroom, reception area, mailbox, neighboring houses, front door (porch/doorstep), front yard, garage, or carport. It is the recipient's  responsibility to diligently explore these areas.
  • Contact Local Post Office: Parcel may be directly returned to the local post office for receiver's collection due to failed delivery or mis-delivery.
  • Door Tag Notification: If the recipient is not present during the delivery attempt, the postal officer will leave a door tag indicating the attempted delivery. To retrieve the parcel, the recipient must bring both the door tag and a valid personal ID to the local post office.

Eligible Investigation Criteria

1. Documentation confirming from the local post office or last-mile courier that the package is "not received" or "possibly lost" (e.g., verbatim transcripts of phone calls, chat records from online customer service, etc.).
2. If there is no status update after 7 calendar days, you may file a claim within 21 calendar days from the date of shipment exportation from Hong Kong. Late claims will not be accepted.

Investigation Process

The entire process from submitting a claim to receiving compensation typically takes 11 to 21 business days. After the customer initiates an investigation, it usually takes about 8 to 16 business days to complete the inquiry with the vendor and last-mile carrier.

If the goods are confirmed as lost, the customer must provide the necessary supporting documents. Spaceship will review the case, and successful claims will result in refunds being issued to the Spaceship Pro wallet within 3 to 5 business days.

The duration of this process may vary depending on the complexity of the case, the time taken by the shipper to submit the required documents, and the format provided.

Process Chart

Required Claim Documents

When submitting a claim or initiating an investigation, specific supporting documents are typically required. The necessary documents may vary based on the specific case or situation, but commonly requested items include:

1. Buyer's (Receiver's) Non-receipt Proof which should include the below features

   • Tracking No & Order Reference No

   • Receiver confirms "non-receipt", which must be clearly stated in the communication records between seller(shipper) and buyer (receiver)

     See the example

2. Detailed product name in English/Chinese (including brand name, material, and product name).
   

   The product description should provide comprehensive information in both English and Chinese, including the brand name, material composition, and specific product name. 

   e.g.

   1. English Name: Happy Brand Long-sleeve Plaid Pattern Dress (100% Cotton)

   2. Chinese Name: 快樂牌長袖格子洋裝 (100%純棉)

3. Seller's (Shipper) Refund Proof (Provide when necessary)

   Please provide screenshots of the refund transaction from the seller’s order platform, as well as the refund email notification sent by the seller to the buyer. Ensure that the tracking number and order ID match the details of the claim.

   See the example

4. Shipper's Resend Record (Provide when necessary) 

   1. If you decide to reship with the same carrier service without providing a refund to recipient, please create a new order in your Spaceship Pro account and then provide a screenshot of the online transaction, the reshipment tracking number and please ensure the reshipment order number has to remain the same, and then we would proceed claim against carrier.

   2. If you decide to reship using a different service, the original claim policy from the specific carrier will no longer be applicable. However, Spaceship will offer an 8% rebate on the freight costs of the reshipped order (excluding additional surcharges or tax).
      Please provide the reshipment ID with the same recipient name, items, and address as the original shipment.
5. Email records or transcripts of voice calls between the buyer and the local courier or postal service. (Provide when necessary)
   See the example
6. Merchandise Photos-Front and back  (Provide when necessary)
   See the example

Examples:

Buyer's (Receiver's) Non-receipt Proof

This proof must include the below features

• Tracking No & Order Reference No

• Receiver confirms "non-receipt", which must be clearly stated in the communication records between seller(shipper) and buyer (receiver)

Seller's (Shipper) Refund Proof

• Seller's refund proof by the their management system (Please click the below links for a better reference)
  
  Example 1-Normal Version
  Example 2- Shopify Version

• Refund Notice E-mail

Email records or transcripts of voice calls between the buyer and the local courier or postal service.

• • Inquiry Email records between the buyer and the local postal service.

• Transcripts of voice calls between the buyer and the local postal service.

Merchandise Photos-Front and back

Merchandise-Front View

Merchandise-Back View

Last update: Sep. 25. 2024