Shipments with Insurance
Covered incidents:
Loss due to theft or robbery of goods.
Damage to goods from: breakage, denting, or spillage from contact with other goods.
Loss due to non-delivery or disappearance.
It is important to note that the recipient must inspect the package in the presence of the courier to verify its condition. By signing upon receipt, the package is considered received in good condition, confirming that it was in optimal condition at the time of delivery. In the event of a potential claim, insurance coverage will no longer apply under these circumstances.
We always recommend asking the end consumer to reject the delivery or sign as non-conforming if they detect any damage or missing items upon inspection.
Some clarifications:
Coverage applies when the shipment is in the courier's possession and an incident occurs during loading, transit, or unloading operations. Damage caused to goods while at the seller's warehouse, or after the shipment has been delivered to the end consumer without any noted objection on the delivery confirmation, will not be recognized as a covered incident.
If the logistics operator returns an undeliverable order to the seller's warehouse and it is received without any noted objections on the delivery confirmation, the insurance will not cover any damage reported afterward. To maintain coverage in such cases, the return must be rejected and the damage to the order must be recorded.
Envíopack's insurance does not cover damage to orders under the reverse logistics modality.
Insurance Cost
The cost is equivalent to 1.5% of the total product value. It is therefore important that sellers verify the correct product value when processing shipments.
Reimbursement Policy and Procedure
Envíopack will require, as mandatory documentation, the invoice for the product involved, whose amount must match the declared value at the time the order was submitted. As an additional requirement, Envíopack may also request a credit note canceling the sale.
Envíopack will be responsible for the following, once the seller has submitted the invoice with the correct declared value and all documentation required by Envíopack within 5 business days following notification of the incident:
Loss incident: 100% reimbursement of the declared value + shipping cost.
Theft incident: 100% reimbursement of the declared value + shipping cost.
Breakage/damage incident: Full reimbursement (subject to the maximum reimbursement cap) or partial reimbursement based on damage assessed from evidence (partial damage: up to 30% of the declared value based on the degree of breakage), plus return of the goods to the customer + shipping cost.
In all cases, the seller will be automatically notified of the type of incident through a claims ticket on the Envíopack platform, and the corresponding documentation will be requested to initiate the reimbursement process.
If the seller fails to submit the required documentation within the aforementioned timeframes, Envíopack will be permanently unable to proceed with the claim.
Requirements and Restrictions
The above terms will be honored by Envíopack as long as the damaged goods do not fall under any of the following categories:
Jewelry and gems
Cash, securities, and/or stocks
Gold, precious metals, and gemstones
Works of art
Glass objects
Animals
Cement
Fish meal
Eggs (animal origin)
Refrigerated and/or frozen goods
Natural shrinkage
Minerals
Blood
Tobacco products
Jute
Confiscated goods
Containers
Ammunition, explosives, and fireworks
Firearms
Return shipments and re-shipments
Postal shipments
Luggage and personal effects
Used goods
Goods must not be shipped exposed and must be properly packaged with the appropriate protections for each type of product.
Reimbursement Timeframes
In all cases, reimbursements will be processed within 48 to 72 business hours after Envíopack receives the requested documentation.
Reimbursement Method
Envíopack will credit the corresponding balance to the customer's current account. No wire transfers, cash payments, or issuance of payment instruments will be made.
Reimbursement Cap
Envíopack's insurance has a maximum reimbursement cap of $2,000,000 (two million Argentine pesos).
Shipments without Insurance
Regardless of the reason for the incident, Envíopack will only be responsible for reimbursing the corresponding shipping cost. This amount will be automatically credited to the seller's current account at the same time the incident is communicated through the Contact Center.
In addition to the reimbursement of the shipping cost, only in cases of damage incidents will the goods be returned through a reverse logistics process. If delivery cannot be completed, the goods will be held and made available for the seller to collect within 60 business days. After this period, Envíopack will not be obligated to deliver the goods.
If you have questions about how to activate coverage for your shipments, we invite you to review the article How to Purchase Insurance, or you can reach us through your Intercom ticket system. We're here to help!