Originally posted by abeautifulfind:
I used Auctiva insurance for an item I shipped on 2/8. The customer says she has not received the item. However, the delivery confirmation tracking shows it was delivered on 2/13.
Is this item covered by the insurance in this situation?
First I would send her an email stating that the item was delivered on 2/13/2008 by (name courier). Tell her that it is possible a neighbor picked it up and is holding it for her. (courier placed it at wrong door etc..) or it is at her buildings leasing office. (if she has one). Have her make an effort to find her package.
Also send her the link showing it was delivered by the courier. (this sometimes puts them at ease that you actually DID send it)
Lastly, yes she can file a claim. Coverage Conditions
will help you verify the specifics. Q:
"How do I file a claim"?A:
Locate the item/s on your Sales Transactions page.
Click the "View Insurance" link to the right of the item.
Follow all the instructions provided on filing a claim.
I hope that helps friend.