This page serves as a comprehensive guide, providing detailed information on the investigation and compensation process for resolving lost shipment issues.
- If the re-shipment of goods is arranged without a refund, a screenshot of the online transaction + dispute content + reshipment order number must be submitted
⚠️【Pre-Claim Reminders】
(1) When submitting the compensation application documents, the customer service representative will email instructions regarding the required documents. Please cooperate with the provided process.
(2) If the user submits documents in the wrong format, it may result in the rejection of the claim due to "format mismatch" and the termination of the related procedures.
👉【Index】
Conditions Not Meeting the Investigation Criteria
Conditions for Eligibility for Investigation
Conditions Not Meeting the Investigation Criteria
- Content items missing despite intact box
- Parcel damaged
- Parcel stolen
- Content Items malfunctioned
- "Delivered Scan" was update 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 the 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.
Conditions for Eligibility for Investigation:
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The recipient was confirmed by the local post office or last-mile delivery company that the package may be lost.
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No tracking updates for over 7 days
Investigation Time
The investigation process usually takes a minimum of 8-16 working days from the date Spaceship receives the investigation request from the user/client. Please note that the actual duration may vary depending on the complexity of the case and any additional information or documentation required for the investigation.
Investigation & Compensation Process
⚠️【Attention】
Please carefully read the claim support guide provided by Spaceship Air before placing your order, as the compensation amount and conditions vary depending on the specific route. It is essential for users to familiarize themselves with the guidelines prior to placing an order.
(A) Process Flow Chart
(B) Documents Required for Claims and Investigations
When filing a claim or initiating an investigation, certain supporting documents are typically required. These documents may vary depending on the specific case or situation, but commonly requested documents include:
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Proof of non-delivery for the buyer (recipient), including the following information:
- Tracking Number & Online Shop Order No
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Buyer Confirmation of Non-Delivery: Acceptable proof of non-delivery includes communication records between the buyer and seller that confirm the buyer did not receive the package
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- Detailed product description: Include the detailed English/Chinese name of the product, including the brand name, material, and product name.
- Screenshot of online refund record from seller (Shipper)
- If the re-shipment of goods is arranged without a refund, a screenshot of the online transaction + dispute content + reshipment order number must be submitted
- Email or Chat Records with Local Express or Postal Service (when necessary)
- Photos of the front and back of the item (when necessary)
(C) Examples of Documentation Required
1. Proof of non-delivery for the buyer (recipient)
⚠️【Attention】
Only "communication and confirmation records between the buyer and seller" are accepted as proof of loss. Claims that involve "third-party" communication records will not be processed.
The proof should include below information.
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Tracking Number & Order Number: Include the tracking number and order number associated with the package.
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Buyer's Personal Declaration: The buyer must provide a personal statement confirming that they have not received the package. This declaration should clearly state "Non-Delivery of Package" and be personally confirmed by the buyer.
2. Detailed product description in English / Chinese
- English description: Happy Brand Long-sleeve Plaid Pattern Dress (100% Cotton)
- Chinese description: 快樂牌長袖格子洋裝 (100%純棉)
3. Screenshot of online refund record from seller
- Refund proof from seller's order system
- Refund notification email
- If the re-shipment of goods is arranged without a refund, a screenshot of the online transaction + dispute content + reshipment order number must be submitted
4. Email or Chat Records with Local Express or Postal Service (when necessary)
- Text records of the buyer's inquiries made to the local postal service regarding the missing package
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Phone Transcriptions
5. Photos of the front and back of the item (when necessary)
- Front Picture
- Back Pictures
