Claims Policy

Claims Policy

Last updated: April, 2025

Swipe Package Protection – Claims Policy

This Claims Policy explains how Swipe’s package protection works for lost, damaged, or stolen packages, and how to file a claim. Our goal is to make the claims process simple and quick. Both merchants and shoppers should familiarize themselves with these terms. By purchasing Swipe Package Protection, you agree to the following policy:

  1. What is Covered

Swipe’s package protection covers the following unfortunate events for protected orders:

  • Lost Packages: If your order is lost in transit – meaning the carrier has not marked it as delivered and it’s well past the expected delivery window – you’re eligible for a claim. (Often this means tracking has stopped updating, or the package is deemed missing by the carrier.) 
  • Stolen Packages: If tracking shows the package was delivered to your address but you did not receive it (porch theft, for example), you can file a theft claim. We may consider a package stolen if it’s marked delivered and a reasonable wait (e.g. 2 business days) has passed with no package found. 
  • Damaged Items: If your order arrived but contents were damaged in transit, we’ve got you covered. Whether it’s a broken item, leakage, or other shipping damage, you can file a claim. Make sure to keep packaging and take photos of the damage as evidence for your claim. 

In all the above cases, Swipe will work to provide a resolution – usually a replacement of the item (if available) or a refund/credit for the purchase price.

  1. Conditions and Eligibility

To keep our service sustainable and fair, some conditions apply:

  • Protection Fee Paid: Coverage applies only if you purchased Swipe Package Protection for that order at checkout. (If you declined the protection, unfortunately this policy won’t cover that order.) 
  • Timely Claims: You must file your claim within a set timeframe: 
    • For stolen or damaged packages, please file a claim within 7 days of the marked delivery date. 
    • For lost packages (no delivery), file within 14 days of the last tracking update or expected delivery date.

       Filing promptly helps us verify and resolve issues more effectively. 
  • Order Value Limits: Swipe covers orders up to a certain value per order (e.g., $5,000). Extremely high-value orders or specialty items might not be eligible for protection or may require additional verification. (Any such limits or exceptions would be communicated at purchase. The vast majority of everyday orders are covered.) 
  • One Resolution Per Order: Each protected order is entitled to one claim resolution. For example, if we replace your lost package and the replacement is delivered, that order’s protection is considered fulfilled (the replacement itself would not be covered by a new protection unless you purchase protection on the replacement order as well, if applicable). 
  1. What’s Not Covered (Exclusions)

Swipe strives to be as lenient as possible, but there are a few situations not covered by our package protection:

  • Customer Address Errors: If the shipping address provided at checkout was incorrect or incomplete, and the package is lost or delivered to the wrong location as a result, it will not be covered. (Coverage applies when the address was entered correctly but the carrier failed to deliver properly.) 
  • Order Issues Outside Shipping: This protection doesn’t cover buyer’s remorse, incorrect items sent, or product defects unrelated to shipping damage. Those issues should be addressed with the merchant’s normal return/exchange policy. We only cover problems during transit (after the package leaves the merchant). 
  • Delivered to Safe Location: If the carrier successfully delivered the package to the correct address and has proof of delivery (and no theft occurred), then it’s considered successfully delivered. Minor issues like a package left with a neighbor or at a leasing office are not “lost” – in such cases, first check those locations. 
  • Delayed Delivery: Delays in transit are not covered. Sometimes carriers take longer than expected; our policy kicks in if the package is truly lost, not just late. If it eventually arrives (even late), we consider the service fulfilled (though of course if items inside are damaged from the journey, that would be a damage claim). 
  • High-Risk Addresses: In rare cases, we may exclude coverage for addresses that the carrier or merchant identifies as high-risk (if so, the customer would be warned at checkout). This is uncommon and would be explicitly communicated if applicable. 

If your situation falls under an exclusion, Swipe will unfortunately not be able to approve a protection claim. We’ll notify you if that’s the case, and you may need to seek resolution with the merchant or carrier directly.

  1. How to File a Claim

Submitting a claim is easy and fast:

  • Start the Claim: Visit our File a Claim page (you can find a link on our website or use the link provided in your order confirmation email if available). You’ll need to provide identifying info like your order number and the email you used for the order so we can look it up. 
  • Describe the Issue: In the claim form, you’ll select the type of issue (Lost, Stolen, or Damaged) and provide a brief description of what happened. 
  • Provide Evidence: We may ask for some proof to process the claim: 
    • For stolen packages: we might ask if you can provide a theft report (for example, some areas allow you to file a police report for package theft; if the order value is high, this might be required). We know this can be a hassle, and for most standard-value orders we try to keep it simple – often a statement that it wasn’t received is enough, but we reserve the right to request a police report for very expensive orders or patterns of repeat theft claims. 
    • For damaged items: please attach clear photos of the damage and the packaging, if possible. This helps us verify the issue and also helps the merchant/carrier improve packaging. 
    • For lost packages: usually no extra documentation is needed beyond the tracking info. We might ask you to confirm with neighbors or check with the post office if tracking is vague, but generally if it’s lost in the carrier system, we consider that sufficient evidence. 
  • Submit the Claim: Once you’ve filled in the details and attached any necessary files, submit the claim. You should receive a confirmation that we got it, along with a reference number for your claim. 
  1. What Happens Next (Claim Resolution)
  • Quick Review: Our Swipe support team will review your claim, typically within 1 business day (often faster). We verify the order had protection, check the details you provided, and cross-reference the shipping info (like tracking status). 
  • Approval & Resolution: If the claim meets our criteria and everything checks out, we’ll approve it and move forward with a resolution. In most cases, we will: 
    • Replace the Order: The merchant will send out a new item(s) free of charge to you. This is common for lost or damaged goods when the item is still in stock. You’ll get a new tracking number once it ships. 
    • OR Refund/Store Credit: In some cases (for example, the item is out of stock or it was a one-of-a-kind product), a replacement might not be possible. In those instances, we’ll issue you a full refund of the item price (and shipping if you paid for shipping) or the merchant may provide a store credit/gift card for the amount – we’ll coordinate this with you. Refunds typically go back to your original payment method and can take a few days to process through banks.

       We aim to resolve claims within a few days of approval. Our “approve-all-valid-claims” approach means we try to say yes and make it right for you, our customer, as long as the request fits the policy. 
  • Denial & Communication: If for some reason we cannot approve the claim (it falls under an exclusion or we suspect fraud, etc.), we will notify you via email with the reason. If additional info could change the decision (for example, we just needed a missing photo or report), we’ll let you know so you have a chance to provide it. Our goal is to be transparent about any denials. 
  • Merchant Coordination: In the background, Swipe will handle communication with the merchant to ensure the resolution is fulfilled (e.g., alert them to send a replacement). You, as the customer, won’t usually need to do anything with the merchant – we take care of that hassle for you. 
  1. Additional Notes
  • No Extra Cost on Claims: Filing a claim and receiving a replacement or refund has no additional cost. The one-time protection fee you paid at checkout is the only charge for the service (you won’t pay a deductible or any such fee). 
  • Multiple Item Orders: If only part of your order is lost/damaged, we will typically just replace or refund the affected items, not the entire order (assuming the rest arrived safely). Your protection covers the whole order, but we handle it item-by-item if needed. 
  • Transferability: The protection is tied to the specific order and customer. It isn’t transferable to a different order or person. If you return an item and the merchant sends a different item as an exchange, that new shipment would not automatically be covered by the old protection (unless the merchant opts to apply it, which would be a special case). Generally, each new order would need its own protection purchase. 
  • Cancellation of Protection: If you decide you don’t want the protection after purchase, you can cancel it only before the order ships. Contact the merchant or Swipe support to request cancellation of the protection. We can then refund the protection fee. Once the order has shipped, the protection is active and can’t be canceled/refunded (it’s already in effect, covering the order). 
  1. Contact for Claims Support

If you need help with a claim or are unsure if your situation is covered, feel free to reach out to Swipe Support. We’re here to guide you through the process and answer any questions. Our support email is support@swipe.ai, and you can also visit our Contact page for more options.

By opting for Swipe Package Protection, you’ve entrusted us to help when shipping issues occur. This Claims Policy is here to ensure you know what to expect – no fine print surprises. We’re committed to handling your claims with speed and fairness, turning any shipping mishaps from a headache into a quick resolution. Thank you for choosing Swipe to protect your purchase!