Xcotton Shipping Protection Service Process

1. Service Selection:

Consumers can choose to purchase the shipping protection service when shopping on the merchant's website.

  • Consumers can select "Shipping Protection" when adding items to the cart.
  • They can also click to visit the product detail page to get more information about the shipping protection. https://seller.xcottons.com/parcel#/more
  • After purchasing Shipping Protection, consumers will receive a confirmation email with a claims link titled "Xcotton Resolution Center".

2. Claims Application:

If a package is lost or damaged, the consumer can file a claim with Xcotton. Xcotton will review and process the claim based on the claim process and the evidence provided by the consumer. The claim process is as follows:

  • After a successful purchase of Shipping Protection, the consumer will receive a notification email. If a claim is necessary, they can click the "Xcotton Resolution Center" link in the email to access the claim page.
  • When consumers face package issues and reach out to the merchant’s customer service for after-sales assistance, the merchant can provide the claims link: https://sp.xcottons.com/parcel#/parcel/parcel-login. This link can be shared without explicitly mentioning that it belongs to Xcotton, presenting Xcotton’s claims process as part of the merchant's after-sales service.

3. Claims Materials:

Depending on the type of claim, the required documents are as follows:

  • Damage Claim (Damage):
    Consumers need to upload photos of the product’s outer packaging, inner packaging, and the damaged areas to the claim system.

  • Loss Claim (Loss):

    1. If the logistics order shows the item as lost, the claim will be processed immediately.
    2. If a package is not delivered 30 days after domestic shipment or 60 days after international shipment, it will be considered lost.
    3. If the logistics order shows the item as delivered but the consumer has not received it (e.g., porch theft), the following documents must be provided as proof:
      • Police report
      • Relevant video proof
      • Loss confirmation from the logistics company
      • Written statement from a qualified individual