About Buyer Protection

1. What does Buyer Protection cover?
Buyer Protection is a service provided by Seel . It covers delayed, damaged, and lost items that meet the following criteria.
  • Delay: packages not delivered before the 30th day following order fulfillment are considered delayed. The compensation for delayed packages is $5 USD.
  • Damage: Buyer Protection covers item damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.,but does not cover cosmetic damage (scratches, dents, etc.).The compensation for damaged items will be up to the value paid for the purchased item(s).
  • Loss: Packages not delivered before the 60th day following order fulfillment are considered lost. The compensation for lost packages is the value paid for the purchased item(s).
Note: Total compensation for one cover is up to the value actually paid for the item(s).
2. How does Buyer Protection resolve your shipping issues?
The experience of Buyer Protection is as follows:
  1. You orders from the merchant with Buyer Protection opted in.
  2. You will receive an email with their Buyer Protection coverage details, as well as instructions on how to report an issue.
  3. If their package is damaged or lost during transit or is delayed, you could report the issue via the Seel Claim Portal.
  4. Seel will assess the issue using policy rules/guidelines to determine if the reported order issue qualifies for a payout.
  5. If the reported issue does qualify, a refund will be automatically sent to you in a prepaid credit card via email. If the reported issue doesn’t qualify, an email will be sent to you to notify them of the denial and the reason. Throughout the user journey, you could always check out their cover details and status via the tracking page.
3. What are the issue reporting requirements?
To qualify for the payout, you need to follow the issue reporting requirements:
  1. Issues of loss, where the package is not delivered, must not be reported sooner than 60 days after the order fulfillment date for shipments.
  2. Issues of damage, where the package is delivered, must be reported within 15 days after the delivery date.
  3. Issues of delay, where the package is delivered, must not be reported sooner than 30 days after the order fulfillment date for shipments. All issues must be reported within 90 days of the order date.
4. How much does Buyer Protection cost?
You could purchase on the cart page. The cost of Buyer Protection depends on the currency that the store uses, and is denominated in the store currency. Here’s an example: for orders where all items have a combined retail value under $100 USD, Buyer Protection is charged at a fixed rate of $0.98 USD. For orders where all items have a combined retail value over $100 USD, Buyer Protection is calculated from 1.5%-5% of the cart total based on proprietary risk factors (for example, if an order was $150 USD with a 1.5% rate, then Buyer Protection would cost $2.25 USD).