1. Purpose
Swap Protect supports protected orders where a customer experiences a shipping-related issue, including packages that are lost, stolen, or damaged in transit.
This guide gives Merchant teams a clear view of:
- what Swap Protect covers;
- what remains handled by the brand;
- what information may be needed for review;
- when claims may need escalation before outcome.
2. Coverage Summary
Scenario | Primary owner | Notes |
Lost package | Swap Protect | Package appears lost in transit |
Stolen package / delivered-not-received | Swap Protect | Reviewed against delivery evidence |
Damaged in transit | Swap Protect | Evidence required; applies to shipping-related damage |
Missing item from parcel | Merchant | Usually treated as fulfilment/packing issue |
Faulty item | Merchant | Product quality issue |
Wrong item | Merchant | Fulfilment issue |
Change of mind/customer satisfaction | Merchant | Standard brand policy applies |
Late delivery only | Merchant | Unless parcel becomes lost |
3. Claim Review Principles
Swap Protect reviews claims based on the available order, tracking, delivery, and customer-provided evidence.
A claim may be approved, declined, or escalated depending on factors such as:
- order value;
- tracking status;
- proof of delivery;
- customer evidence;
- whether the issue falls within Swap Protect coverage;
- whether the case requires escalation.
For example, higher-value claims, such as claims at or above £300, may be routed for escalation before a final decision is made.
4. Evidence Expectations
Lost package
Relevant evidence may include:
- tracking history;
- fulfilment date;
- carrier status;
- length of time in transit;
- whether the package has moved recently.
Claims submitted too early may be declined or held until sufficient time has passed.
Delivered but not received
Relevant evidence may include:
- proof of delivery;
- delivery photo;
- delivery address match;
- GPS/location evidence where available;
- whether the parcel was left in a secure or insecure location.
A strong proof of delivery may support declining a claim. Weak or missing delivery evidence may support approval.
Damaged in transit
Relevant evidence may include:
- customer photos;
- packaging condition;
- product condition;
- proof that the damage occurred during delivery.
Claims without sufficient photo evidence may be declined or escalated.
5. Escalation Triggers
Claims may be escalated where:
- order value meets the escalation threshold;
- tracking information is missing or unclear;
- carrier evidence is inconsistent;
- delivery evidence is ambiguous;
- damage evidence is unclear;
- the customer's explanation does not fit a standard scenario;
- suspected fraud or abuse is identified.
6. Customer Journey
- Customer enters Claims Portal. Link is provided in their order confirmation email.
- Customer submits claim details.
- Swap Protect reviews the claim and evidence.
- Outcome is shared with the brand/customer according to the agreed workflow.
- If approved, refund/store credit/replacement is processed.
7. Disputes
If a customer disputes an outcome:
- brand team should collect any new evidence or context;
- unresolved disputes can be escalated to Swap Protect;
- Swap Protect will review the additional information and confirm the final position.
Contact: protect@swap-commerce.com