According to the regulations for handling complaints about damage or missing delivery during transportation. Sellers need to provide the following information to be processed quickly through the ticket system:

1. Order information (tracking number).

When receiving an order, customers need to pay attention to several important things so that the complaint can be successfully handled.

a. Inspect the package before accepting it. If damage is found, reject the delivery and report it immediately to the seller.

b. Retain evidence. Record an unboxing video and take clear photos of the product condition for dispute resolution.

2. Product Condition Details:
   1. Product codes of missing or damaged items (Required)
   2. Photos/Videos of the package and product upon receipt (Required)
   3. Additional notes for clarification (Optional)

Once a complaint is filed, Boxme will extract CCTV footage of the packing process to determine the root cause:

Scenario 1: Correct Product & Proper Packaging, Boxme will work with the courier to determine responsibility and process compensation.

Scenario 2: Incorrect Product or Improper Packaging. Boxme will arrange a reverse delivery, re-delivery, or compensation for the seller.

Sellers can view packaging videos directly on the system before filing a complaint to save processing time.

3. Complaint Handling Timeframe.

• Complaints for damaged, incorrect, or missing items must be submitted within 24-48 hours after the order is marked as “Delivered.”
• Processing time: 3-7 working days.
• Updates & resolutions will be provided through the Boxme ticket system.