Shipping accidents are an unfortunate reality of global logistics. At CNFANS, we understand the frustration this causes. That's why we have clear policies and a dedicated support system to handle such incidents. This article outlines our parcel insurance, the process for reporting issues, and how to file a compensation claim.
Our Parcel Insurance Policy
CNFANS offers built-in basic transit protection for all parcels handled through our platform. This policy covers:
- Complete Loss:
- Damage in Transit:
- Partial Loss:
- Damage in Transit:
Coverage is subject to terms and conditions. High-value items may require additional declared-value insurance, which we recommend at checkout.
How to Report a Missing or Damaged Parcel
Immediate action is crucial. Follow these steps to report an issue:
- Document the Evidence:
- Contact the Carrier:
- Notify CNFANS Immediately:CNFANS account
- Go to "My Parcels" and select the problematic shipment.
- Click "Report an Issue" and fill in the detailed form.
- Upload all relevant evidence (photos, carrier correspondence, etc.).
- Contact the Carrier:
Step-by-Step Compensation Claim Process
Once your report is submitted, our support team will guide you through the official claim process.
Step 1: Claim Submission & Validation
Our team reviews your submitted report and evidence. We may request additional information. We also liaise with the logistics carriers to verify the incident.
Step 2: Investigation Period
The investigation typically takes 5 to 10 business days. We will keep you updated via email and your account dashboard.
Step 3: Claim Resolution
Upon confirmation of a valid claim:
- For Lost Parcels:
- For Damaged Items:
Step 4: Compensation Payment
Approved compensation will be issued as store credit to your CNFANS wallet by default, or via your original payment method upon request. Processing time is usually 3-5 business days after approval.
Proactive Tips for a Smooth Experience
- Always Video Unboxing:
- Declare Accurate Value:
- Report Promptly:30 days
- Declare Accurate Value: