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: [email protected]