Summary of SEKO Ecommerce standard claim timeline

• SEKO AU will only allow claims for packages that are lost while under SEKO care and after formal receipt of physical entry into the network logged.
• Claim requests for lost packages must be received after 21 days and no later than 45 days from the date SEKO took possession of the package.
• SEKO will not accept claims when reasonable proof that the package was tendered to the customer can be provided or when delivered to the address on the package.

The Claims Process

• Upon declaration of Lost in Transit (LIT) by SEKO CS, a retailer may be invited to submit a claim.
• If a claim is invited, the retailer will be requested to provide evidence of the ‘cost of goods sold’.
• The evidence must be provided within the lodgement period as specified in the timeline above.
• All claims are to be submitted per allocated time period, using SEKO’s online portal (Zendesk).
• Only the party directly paying the shipping charges, i.e., the owner of the SEKO Logistics Australia Pty Ltd account, may file a claim.
• SEKO requires all claims to be lodged complete with all evidence requested.
• When a claim is filed and partially or fully approved, the approved amount will be reimbursed in line with the tiered limits above in AUD per package plus any shipping charges that have been invoiced and paid. Monthly limits apply per account in line with SEKO Claims Limits table above.
• SEKO will apply credit to the account within 10 days of successful claim approval.
• Note: The amount credited to the retailer as a result of a claim using a non-insured service is at the sole discretion of SEKO Logistics Australia Pty Ltd.

Claims are limited to one claim per Shipment, settlement of which will be full and final settlement for all loss in connection therewith. All claims must be submitted in writing to SEKO customer service portal with all mandatory information provided. All claims must be filed between day twenty-one (21) and forty-five (45) days from the date that SEKO Ecommerce accepted the Shipment for into the network. Shipment-status information is not intended or permitted to be used as the basis to file a claim. Only one claim can be filed in connection with a shipment, after a claim has been made from the end customer, where proof may be requested.

SEKO is not obligated to act on any claim until all transportation charges have been paid. The claim amount may not be deducted from these charges or from any outstanding balance owed to us.  Failure to provide us with notice in the manner and within the time limits will result in denial of your claim, and we will have no liability or obligation to pay your claim.

SEKO coverage is strictly limited to direct loss only. It is agreed that the coverage of SEKO shall be limited for international Shipments in line with their customers spend and on a connote level. The “actual value” of a parcel means the lesser of the cost price of the item or declared value, where evidence may be requested to finalise the claim. Such documentation may include original purchase invoices, expense statements, proof of payment, or other records. These documents must be verifiable to our satisfaction. Acceptance of payment of a claim shall extinguish any right to recover in connection with that shipment.

As per the SEKO Logistics Australia Pty Ltd terms and conditions, indirect or consequential loss due to delay are not the responsibility of SEKO and cannot be part of any claim.

SEKO is not liable for any interruption of service due to causes beyond its control, including, but not limited to, the following: the unavailability or refusal of a person to accept delivery of the Shipment; acts of God; acts of public authorities; acts or omissions of customs or other authorities; insufficient information provided by Shipper; the application of security regulations imposed by the government, or otherwise applicable to the delivery location; riots, strikes, or other labour disputes; civil commotions; disruptions in air or ground transportation networks, such as weather phenomena; and natural disasters.  SEKO shall not be liable for any loss, mis delivery or non-delivery not caused by its own negligence.

SEKO shall in no event be responsible and liable for the correctness, completeness and lawfulness of the Data and related claims resulting from the data errors.

Commodities not covered by the SEKO Ecommerce claim process: Accounts, bills, bullion, currency, deeds, evidence of debt, furs, original/fine art, computer chips, loose precious/semi-precious stones, money, notes, securities, perishable cargo, televisions, tickets, personal goods, or similar property deemed prohibited items or dangerous goods unless endorsed in writing.  SEKO shall not be liable for any damage caused to a retailer’s parcel that has resulted from use of insufficient packaging as per S4 Subsection 2 of the SEKO Logistics Australia Pty Ltd Carrier Agreement terms and condition.

SEKO will only carry goods which are the property of the Shipper and the Shipper warrants that it is authorised to accept and is accepting these conditions not only on behalf of itself but also as agent for or on behalf of all other persons who are or who may thereafter become interested in the goods. The shipper hereby undertakes to indemnify SEKO Logistics Australia Pty Ltd against damages, costs and expenses resulting from any breach of this warranty.

Failure to comply with any of the above conditions will result in the denial of your claim.

This reference is a general guideline and does not supersede any rights or responsibilities listed in contract. Please direct any questions you have regarding the guideline to https://sekologistics.zendesk.com/requests/new.

The below quick reference guide applies to the SEKO Logistics Australia Pty Ltd ecommerce products only, i.e., B2C cross border and domestic shipments.