Report a problem with a parcel
Send appShop appStore app
Broken, opened or wrong goods are reported with a photograph: by the receiver from the Send app, or by the shop at its counter. SeeBuyGet does not judge a claim or pay one. It makes a damage claim report on the spot — the record of who held the parcel and when, with the photographs — for the claimant to hand to an insurer.
Steps
Send app, after collecting: My parcels, open the parcel, Got your parcel?›Report a problem. Say what is wrong and add a photograph. The parcel stays Delivered, and a Damage claim report appears on it.
Shop app, at the counter, before handing over: Hand over a parcel›Report a problem instead. Say what is wrong and take a photograph. The report is made at once, the parcel stays in its slot, and it can still be handed over: the customer decides whether to take it.
On the parcel in the Send app, the receiver has three things under Damage claim report: Read the report; Download the report and its photographs, which is the copy to keep; and Make a link to pass on, for an insurer, the sender or the store. A link opens the report with nobody signed in, works for 30 days, and can be stopped there at any time.
The receiver and the sender each get a notice. A shop that reported it gets a notice naming the slot the parcel is in. SeeBuyGet staff see every report made and can download one; they decide nothing on it.
Store app: a report on one of your orders is listed under Orders, and opens the order, where the report is with the same three things. Under My store›What the buyer pays›Change, name your insurer and their email address for claims: every report on one of your shipments is then emailed there as a link, the moment it is made, and the list says where each went.
The report is the receiver’s to pass on, and a copy is the sender’s: the sender finds it on the parcel in their own Send app — to read, to download, and to pass on with a link of their own — and is told when it is made. A store reads the report on its own order.
One parcel has one report, and after the parcel is handed over it does not change: that is where the network’s part ended. What the receiver finds afterwards — goods broken inside a box that arrived whole — is added under Found something after it was handed over? as a dated note beside the report, with a photograph if they have one. Each note has its own fingerprint, is in the file and in every link, and says it is outside SeeBuyGet’s jurisdiction: how goods were packed is for the sender to answer. The sender is told a note was added.
Nobody is texted about a report or its outcome. Somebody without the Send app reads it on the parcel the day they sign in with the number the parcel was addressed to.
The email to an insurer carries a link, never the file: it opens the report for whoever holds the email, for thirty days, and the store sees that link on the report and can stop it.
Why
A store’s order is made only with a photograph of what is in the box, which the store keeps: it is on the order under Orders, and in the report as the before the problem is set against.
Every photograph in a report is one SeeBuyGet holds, taken by whoever did that step — the shop at its counter, the driver on the load, the receiver in the Send app — for that step alone. A step whose photo did not reach us is refused, and says so, so the photo is taken again while it still can be; with no signal, the app keeps the photo and sends it before the step.
The report says what the record held when the problem was reported: the parcel as it was made, every hand it passed through and when, each recorded step with its fingerprint, the photographs, and the terms it travelled under. It names shops and carriers as companies, never a person, and it carries a fingerprint of its own so two copies can be compared.
A company that carries parcels pays a claim from its own books only where it has stated cover, and no company can state cover yet. Where one has, a claim waits under Damage claims for staff to decide, with a written reason, up to the cover stated.