A part damaged in transit means a lost sale and a return. If a part is damaged on the way because of the courier or the buyer, Ovoko compensates part of its value. You're covered in two ways: as a Top Seller, or by shipping in an Ovoko Pack box.

Learn:

1. How much is covered

2. What to do before shipping

3. What to do if a part arrives damaged

4. How compensation is paid

5. When compensation doesn't apply

Compensation depends on how the shipment is packed. Ovoko Pack boxes are tested against Ovoko's strength and safety standards, so parts shipped in them are covered for more. Specialised boxes get the most, because they carry the most valuable and hardest-to-protect parts.

Examples:

• Gearbox worth €1,200, shipped in a PBOX02 (half-pallet box): compensation €840.

• Engine worth €3,500, shipped in a PBOX01 (EUR pallet box): compensation €2,000 (the maximum).

• Headlight worth €800, shipped in a standard Ovoko Pack box: compensation €400.

• Turbocharger worth €800, shipped by a Top Seller in own packaging: compensation €300 (the maximum).

Top Seller cover applies if you had Top Seller status on the order date. If you're a Top Seller shipping in an Ovoko Pack box, only the box rule applies – the limits don't add up.

These rules apply to sellers in all countries.

Compensation depends on what you can prove. Packing photos and a box selected in the system show the shipment was packed properly.

1. Pack the part according to the shipping and packaging rules.

2. If you use an Ovoko Pack box, it must be unused and its structure unchanged. Boxes are single-use: a box that came back with a returned part can't be shipped again, as it may not survive the trip. Get boxes at ovokopack.com.

3. When creating the shipment in the Ovoko system, select the Ovoko Pack box from the list.

4. Upload 3 packing photos:

   • the part before packing;

   • the part secured in the box with filler or special inserts (filler or inserts clearly visible);

   • the shipment fully ready to go (for Ovoko Pack, with the box model visible).

Take the photos while packing that specific shipment. An Ovoko Pack box must look new in the photos: no old labels, stickers or damage.

A claim needs photos of the damage and a message to the Ovoko team through the contact form. Send it within 90 days of the order date. What to do depends on how you find out about the damage:

• The buyer reports the damage to Ovoko. The buyer gets the part damaged in transit, sends us photos of the damage, and a return is opened for the order. Let the Ovoko team know you want to use the additional package insurance – compensation isn't applied automatically.

• The buyer reports the damage to you. Forward the buyer's photos and details to the Ovoko team.

• The buyer sends the damaged part back to you. Photograph the damage when the part arrives and send the photos to the Ovoko team.

• The buyer didn't collect the shipment and it came back damaged. Photograph the damage and send the photos to the Ovoko team within 14 calendar days of getting it back.

If you issue invoices to buyers yourself, the invoice must be attached to the order – without it, we can't file a claim with the courier.

Tip: if damage is spotted on delivery, it must be noted in the courier's delivery report. Without that note, couriers usually reject claims.

Compensation shows on your monthly invoice as a separate line next to the service fee.

Ovoko also files a damage claim with the courier – you get your compensation without waiting for it to be settled. If the courier accepts the claim and pays out more than you've already received, we pay you the difference.

Compensation depends on proof and on being able to file a claim with the courier. It doesn't apply if:

• the Ovoko Pack box wasn't selected in the system, or packing photos weren't uploaded – no exceptions;

• the box was reused or its structure changed;

• the same box photo was uploaded for different shipments;

• the packaging doesn't meet the packaging rules – in that case no courier claim can be filed;

• the damage was reported more than 90 days after the order, or more than 14 days after an uncollected shipment came back;

• the order didn't come through Ovoko (e.g. eBay or Allegro), or it's a personal shipment.

Ovoko reserves the right to assess packing quality and decide on compensation.