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> Use this file to discover available pages before exploring further.
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# 📦 How To File a Shipping Claim 

If your shipment was lost, damaged, or stolen in transit and you purchased Shipping Protection at booking, you can file a claim directly from your TUNL dashboard. This article walks you through the process from start to finish.

###### In this article
1. How to add Shipping Protection at booking
2. Before you start
3. Where to find your claims
4. Filing your claim
5. Documents you'll need
6. Claim value explained
7. Tracking your claim
8. Claim outcomes
9. Common questions
---

### 1. How to add Shipping Protection at booking
Shipping Protection must be added at the time of booking — it cannot be added to a shipment after it's been created. During the booking process, you'll see the option on the right-hand side of the page.

* Tick "**Add shipment protection?"** and enter your product value in the Protection Value field.
* Shipping is automatically included — you don't need to add it to your protection value.
* Signature on delivery is required for protection values above $2,500. This is shown as a notice during booking.

*Adding Shipping Protection during booking and you will see protection value breakdown — what you'll receive if you claim*
![](https://storage.crisp.chat/users/helpdesk/website/-/e/a/5/b/ea5b318969f4c800/claim-screenshots-000_815h40.png)

| 💡 Your protection value covers product value only. Shipping is automatically added on top when you file a claim — you don't need to include it in your protection value at booking.

---
### 2.  Before you start
Claims are available for shipments where Shipping Protection was purchased at the time of booking. Your claim window is 90-days from the ship date. The days remaining are shown on the claim form.

**Where to find it:**
Go to the shipment detail page in your TUNL dashboard. The "Submit claim" button appears once the shipment is in transit. It will not show for pre-transit or cancelled shipments.

||| ⚠️  Has your buyer contacted the carrier?

If your buyer has already reached out to UPS or FedEx directly, contact TUNL support before filing. A carrier-side claim can void your insurance claim — we can help you resolve this first.

---
### 3.  Where to find your outstanding claims
All your claims are accessible from the Claims section in the left-hand menu of your TUNL dashboard. From here you can see all submitted claims, their status, claim type, and amount — and click View to open any individual claim.

*The Insurance Claims dashboard*
![](https://storage.crisp.chat/users/helpdesk/website/-/e/a/5/b/ea5b318969f4c800/47077d66-a4a5-44b3-9470-1f5125_ckxdfo.png)

---

### 4.  Filing your claim

###### 1️⃣ Step 1 - Go to the shipment detail page
Find the shipment in your TUNL dashboard and click **Submit claim**. The top of the form shows a read-only summary: tracking number, service, ship date, declared protection, and your claim window.

![](https://storage.crisp.chat/users/helpdesk/website/-/e/a/5/b/ea5b318969f4c800/55248ab9-6d4d-4ec9-9c35-32fac8_125v0tw.png)


*                           The claim form — select your claim type and fill in the details*
![](https://storage.crisp.chat/users/helpdesk/website/-/e/a/5/b/ea5b318969f4c800/claim-screenshots-003_1t268ia.png)


###### 2️⃣ Step 2 - Select your claim type
Choose the option that best describes what happened:
* **Loss** — the shipment never arrived
* **Damage** — the item arrived broken or damaged
* **Theft** — the shipment was stolen in transit (full or partial)
A second dropdown then appears for more detail — for example, a Theft claim will ask whether it was pilferage in transit, a total loss, and so on.

###### 3️⃣ Step 3 - Fill in the details
* **When did you discover this?** Select the date. Must be within the claim window.
* **Tell us what happened** — a few sentences covering what happened, any tracking details, and any communication with your buyer.
* **What was in the package?** e.g. "2x silver pendants, hallmarked"
* **How was it packaged?** Box, Envelope, or Tube
* **Was it double-boxed?** Required for jewellery, precious stones, and high-value items. If not double-boxed, the claim may not be honoured.

###### 4️⃣ Step 4 - Upload your documents
See the **Documents you'll need** section below for exactly what's required per claim type.

###### 5️⃣ Step 5 - Review your claim value and submit
Check the claim value breakdown and adjust if needed (see **Claim value explained** below). Then click **Submit**.

*The claim value section — review before submitting*
![](https://storage.crisp.chat/users/helpdesk/website/-/e/a/5/b/ea5b318969f4c800/claim-screenshots-004_1i2jctc.png)
---

### 5. Documents you'll need
All three core documents are required by our insurance provider. Additional photos are required for damage and theft claims.

| Document | What to upload | Loss | Damage | Theft |
| ---- |
| Carrier tracking history | PDF or screenshot of the full tracking history from the carrier's site. The form includes a direct link to the carrier tracking page. | ✓ | ✓ | ✓ |
| Proof of item value | Invoice or order confirmation showing item value, shipping cost, taxes, and delivery info. A Shopify or WooCommerce order export works. | ✓ | ✓ | ✓ |
| Shipping label | TUNL automatically attaches your original shipping label. You can replace it if needed. | ✓ | ✓ | ✓ |
| Photos of damage | Photos of all damaged items and all packaging — inside and outside. | — | ✓ | — |
| Photos of packaging | Photos of compromised or tampered outer packaging. | — | — | ✓ |


|| 🗑️  Don't throw anything away
Keep all damaged items and packaging until the claim is fully resolved. Without physical evidence, the insurance provider may decline the claim.
---

### 6.  Claim value explained
Your maximum claim value is your **declared protection value** (the product value you entered at booking) plus the **shipping cost**, which is added automatically.

If only some of your items were affected — for example, one of two items was damaged — you can reduce the claim amount in the "How much do you want to claim?" field. Shipping is always added on top of whatever product value you enter.

*                     Claim value breakdown — product value + shipping added automatically*
![](https://storage.crisp.chat/users/helpdesk/website/-/e/a/5/b/ea5b318969f4c800/claim-screenshots-005_8jlak8.png)

|| 💡  Duties and taxes are not covered
Your declared protection value covers the product value only. Duties, taxes, and the cost of insurance are not included in the claim.

---

### 7.  Tracking your claim

Once submitted you'll receive a claim ID (e.g. **CL0000450902**) and can track progress from your dashboard at any time. You'll also receive an email each time your claim status changes.
**Claim progress: **Submitted  →  Under review  →  Approved / Declined  →  Credit applied

*Your claim after submission — under review with expected resolution date*
![](https://storage.crisp.chat/users/helpdesk/website/-/e/a/5/b/ea5b318969f4c800/claim-screenshots-006_13ddgfu.png)
---

### 8.  Claim outcomes & what to expect

Once your claim has been reviewed, here's what happens depending on the outcome - both on your dashboard and in your inbox:

**✅  Approved**
Your TUNL account will be credited with the approved amount. A **credit note reference** is shown on the claim page — you can use this credit for future shipments or request a payout from our support team. You'll also receive a confirmation email with your claim summary.

*Dashboard: approved claim — credit applied to your account*
![](https://storage.crisp.chat/users/helpdesk/website/-/e/a/5/b/ea5b318969f4c800/claim-screenshots-007_1yxfx72.png)
*                                                                         Email: claim approved confirmation*
![](https://storage.crisp.chat/users/helpdesk/website/-/e/a/5/b/ea5b318969f4c800/claim-screenshots-008_w2kp4b.png)
**❌  Declined**
Your claim was not approved by our insurance provider. You'll receive an email notification and our team will be in touch to explain the decision and walk you through any available next steps. If you believe this is an error, contact TUNL support and we'll raise it on your behalf.

*                                                              Email: claim declined notification*
![](https://storage.crisp.chat/users/helpdesk/website/-/e/a/5/b/ea5b318969f4c800/claim-screenshots-009_ac7q3c.png)

**⚠️  Partially approved**
The approved amount may differ from what you submitted. The claim page shows both figures and your account will be credited with the approved amount. If you believe the partial approval is an error, contact TUNL support.

**↩️  Withdrawn**
If you withdrew your claim before a decision was made, no payment will be processed. You can see the withdrawal date on the claim progress tracker.

**📋  Additional information needed**
If our team needs more documentation or details before your claim can be processed, you'll receive a pending notification by email. A member of the support team will follow up directly to explain what's needed.

*                                                                     Email: additional information required*
![](https://storage.crisp.chat/users/helpdesk/website/-/e/a/5/b/ea5b318969f4c800/claim-screenshots-010_3p112.png)

---

### 9.  Common questions

**1️⃣ How long do I have to file a claim?**
Our claims have a 90-day window from the ship date. The days remaining are shown at the top of the claim form.

**2️⃣ I don't have Shipping Protection — can I still claim?**
If you didn't purchase Shipping Protection at booking, your product value is not covered. Your shipping fee may still be credited if the carrier is at fault — contact TUNL support and we'll investigate.

**3️⃣ My buyer contacted the carrier already — what do I do?**
Don't submit the claim yet. Contact TUNL support first. A carrier-side claim can void your insurance claim, but we may be able to resolve this before it affects your submission.

**4️⃣ Do I need to double-box my items?**
For jewellery, watches, precious stones, and other high-value items, double-boxing is required with an additional waybill fixed to the inner box. If items were not double-boxed, the claim may not be honoured. You'll indicate this on the claim form.

**5️⃣ Can I save a draft and come back?**
Not currently - once you start a claim you'll need to complete and submit it in one go. Make sure you have your documents ready before you begin.

**6️⃣ How will I receive my payout?**
Approved claim amounts are credited to your TUNL Account. You can use this credit for future shipments or request a payout from our support team. 

**7️⃣ What if more information is needed?**
If additional information is needed during review, you'll receive an email and a member of our support team will reach out directly to explain what's required.

**8️⃣ Can I withdraw a claim?**
Yes - you can withdraw a claim before a decision is made. Once withdrawn, no claim will be processed. Contact support if you need help with this.

---

### 👩‍💻 Need help?
If you're unsure which payment option applies to you, can't find an invoice, or need help settling your account, our support team is happy to help 💬

**Reach out to our Support Team on [__WhatsApp__](http://wa.link/gpiyz3)** or [**__Email__](mailto:support@tunl.to) **💙
---
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