Package protection · Claim verification

What shoppers see when additional documentation is required

Some package protection claims require additional verification before they can be submitted. This is what that looks like on the shopper's side.

Documentation required

Identity verification
State-issued ID
A photo of a valid government-issued ID, uploaded at the time the claim is filed.
Additional documentation
Police report or equivalent
A police report, security footage, carrier letter, or written documentation from a property manager or leasing office.

The shopper flow

1
ID verification

Shown mid-claim when identity verification is required.

⊙ Order #12345
CJ
Charles Johnson ⌄

Add return reasons

Tell us why you are returning these items
Leather Jacket
Qty: 1 / Black / $450.00
✕

Upload your ID

Please upload a photo of a valid government-issued ID.
↑
Click to upload or drag and drop
SVG, PNG, JPG or GIF (max. 800×400px)
i
Why do we need your ID?
Our insurance provider requires identity verification for certain shipping claims. Your ID will only be used to verify your claim and will be securely deleted once the review process is complete.
Previous
Continue
2
Additional documentation

Shown when additional documentation is required, in place of the ID-only step.

⊙ Order #12345
CJ
Charles Johnson ⌄

Add return reasons

Leather Jacket
Qty: 1 / Black / $450.00
✕

Please upload a police report

Please upload a police report as supporting documentation for your claim.
↑
Click to upload or drag and drop
SVG, PNG, JPG or GIF (max. 800×400px)
i
Why do we need additional documentation?
Our insurance provider requires additional documentation for certain shipping claims. It will only be used to verify your claim and will be securely deleted once the review process is complete.
Previous
Continue
3
Confirmation

Once submitted, the shopper sees expected timing up front.

⊙ Order #12345
CJ
Charles Johnson ⌄
✓

Your claim has been submitted

Most claims are reviewed within a few business days. If additional verification is required, the review may take up to 8 business days. We'll send you email updates as your claim progresses.

What happens next?
Our third-party insurance provider will review your claim request
Your claim and any supporting documents you've submitted will be reviewed.
Keep your items
You don't need to return or discard your item for this claim.
We process the claim
Once review is complete, compensation will be issued.
Summary
Return value$35.00
New order$71.18
Return shipping$0.37
Balance owed$5.37

Approval timing

72 hrs
Standard claims
The typical review time for most claims.
8 days
Flagged claims
Applies when a claim is flagged for additional review.