1. Detailed Rules for settling claims
When the value of the parcel exceeds 3000 RMB, we recommend you to purchase insurance. The insurance service will only pay for the case of loss in transit (which is not affected by the customs confiscation). For damage during transit, please refer to the following claim instructions for easy and non-vulnerable items.
1.1. Loss of Claim Clause Clause:
a) General goods do not buy insurance: return freight, with the purchase value of the goods to pay, up to 3,000 RMB.
b) Special goods do not buy insurance: return freight, with the purchase value of the goods to pay, up to 1,000 RMB.
c) The goods have been purchased insurance: refund freight, based on the actual insured amount.
1.2. Definition of vulnerable items:
In addition to common fragile items such as fragile items such as glass or porcelain products, electronic items such as monitors, mobile phones, digital cameras and other valuable items, and other liquids, food, etc., the definition of other items as fragile items refer to SF Express on "fragile, fragile, valuable items type" instructions.
When you are not sure whether the required goods are vulnerable or of high value, please consult customer service in advance to avoid unnecessary disputes.
1.3. Claim instructions for fragile items:
a) Please reinforce the internal and external packaging with the merchant before delivery. If our company finds that the package obviously does not meet the requirements of long-distance transportation before delivery, we will use tape to bind the obviously vulnerable places in the outer package, and do not unpack it again.
b) In principle, we cannot be responsible for the damage of fragile and vulnerable items.
1.4. Claim instructions for non-vulnerable items:
a) Before signing: In the actual situation, most express companies do not agree to the receipt of the customer after unpacking inspection, so if the customer finds that the outer packaging is obviously damaged, please reject it directly, and contact the customer service to find out what the reason for the damage, in most cases, the damage of the outer bag is caused by the customs unpacking inspection.
b) After signing:
(i). The intact packaging of the product means that Pan-Express has performed its duty during the transit and will no longer accept any claim application;
(ii). When the product cannot be used normally, compensation shall be paid according to the proportion of the damaged part to the total value according to 3 times of the freight of the waybill. If the total value of the waybill is less than 3 times of the freight, the maximum does not exceed the actual value of the product, the paid freight will no longer be accepted.
(iii). If all the items in a waybill are worth 500 RMB and the freight is 100 RMB, if the thermos cup worth 50 RMB is obviously damaged, Pan-Express will pay 100 x 3 x (50/500) = 30 RMB; If the whole waybill is damaged, the maximum compensation is 300 RMB.
1.5. Product name forecast:
If you falsely declare or conceal the contents of the package, resulting in customs confiscation, fine or return of the package, you must bear all losses or expenses.
1.6. High value products:
We do not carry high value items (such as gold, diamonds, jewel, etc.). Any problems caused by hiding such items are at your own risk.
Note:
a) Claims will not be accepted if the outer packaging of the product is damaged, the appearance is slightly scratched or other circumstances that do not affect the normal use of the product.
b) Compensation in RMB is only supported by the same amount of account balance or transfer to Alipay account or domestic bank card account.
2. Disclaimer
The following disclaimer is not covered.
2.1. Caused by force majeure such as natural disasters, wars, riots, etc.
2.2. Changes in the nature of the goods caused by customs clearance, flight delay, customer delay in payment, express delay, recipient information error, etc., too shelf life, too warranty period.
2.3. For direct or indirect losses not caused by our company, our company shall not assume joint and several liability and compensation liability.
2.4 If the parcel sent violates the provisions of the country of destination, it shall be confiscated by the competent authority or dealt with in accordance with the relevant laws and regulations.
2.5. Mainland e-commerce missends, misses, etc.
2.6. Changes in the nature of the goods caused by customs clearance, flight delay, customer delay in payment, express delay, recipient information error, etc., too shelf life, too warranty period.
2.7. Delay caused by customer's failure to confirm and pay freight and customs tax in time.
2.8. Due to the negligence of the customer, if the goods are stored for more than 3 months without confirmation of payment and delivery, Pan-Express will dispose of the goods without any responsibility.
2.9. Claims beyond the time limit for processing. (The goods have not been received for more than 160 days after entering Pan-Express consolidated warehouse and the customer has not filed a claim).
2.10.
Due to the nature of the consignment of goods through reinforcement can not avoid damage (such as liquid vitamins, etc.), defects, characteristics or inherent defects, poor packaging of the goods themselves, natural nature, inherent defects in the transportation process caused by damage, leakage, etc. (ceramics, glass, liquid crystal display and other fragile products, whether reinforced or not, can be guaranteed loss, but not damage.)
2.11. The tax is collected by the customs and will not be refunded if claims are made.
2.12. The normal receipt of the parcel means the end of the whole transit process. Our company will not accept the distress claim of the parcel after the normal receipt.
2.13. Prohibited goods or unshipped goods, loss, damage, leakage, etc. caused by the Continental Express company.
2.14. We will not ship the embargoed commodities, and those who insist on shipment shall be liable for all the consequences.
3. Method of claim
3.1.
Claims are settled by mail. Send an email to: mail@pan-express.com with the subject line format as: waybill number + purchase ID number + claim item. For example, 5400011111+ABCDE+damaged.
3.2.
When signing, be sure to check the goods with the Courier face to face. If you find the goods short and damaged, please contact the Courier to open a list of goods and proof of damage, contact customer service within 24 hours to settle the claim (overdue will not be accepted); After acceptance, our company will complete the review and report within 8 working days after receiving the email, and give you a reply and claim payment. Note: Claim data must be complete before payment can be made. Requirements for opening mail records:
a). The Courier must be signed and stamped by the delivery website;
b). Must have the Courier company tracking number;
c).
Damage and loss should provide a detailed description, and provide a screenshot of the shopping order (including the mainland express tracking number and amount) and shopping website, damage photos (if insufficient proof will affect the result of the claim).
4. No coverage
4.1. Cash, checks, bills, documents, securities, letters of credit, passports and works of art, gold and silver, jewelry, jewelry, diamonds, jade, cultural relics and antiques.
4.2. Fish meal, rapeseed cake, dried melon, peanuts, all kinds of food feed, raw sugar and other items with spontaneous combustion characteristics, perishable and easily eaten.
4.3. Precision goods without repair or damage determination technical ability and related accessories in China mainland.
4.4. Dangerous goods, flammable and explosive goods, satellites, weapons and ammunition, military supplies.
4.5. Animals and plants, Marine goods, fresh goods, goods that need to be transported in cold storage.
4.6. Deck cargo (except container transport).
4.7. Shipping goods naked or in bulk.
4.8. Repair, in-use goods, used goods, second-hand goods.