Cubyn supports you in the management of incidents related to logistics
Claims created since shipper.cubyn.com have incident coverage that offers more, more simply.
You will find in this article the coverage policy.
The vast majority of packages sent by Cubyn are delivered without problems. Despite our continuous efforts to improve the quality of our service, some deliveries may be damaged and require protection. In order to support you, your customers and your business partners, we are clarifying and simplifying our coverage policy in the event of an incident. In a nutshell, your packages are eligible faster in the event of an incident and require less evidence to better align with the claims processes of sales channels like Amazon and BackMarket.
List of incidents covered
Cubyn covers the following incidents
Incident type | Order with a proof of delivery | Order without a proof of delivery |
Parcel loss |
✅ | ✅ |
Parcel delivered with one/several products missing or damaged |
✅ | ✅ |
Delivery dispute (delivered never received) |
✅ | ❌ |
Availability in pick up point dispute |
✅ | ❌ |
Carrier return lost |
✅ | ✅ |
Carrier return delivered with one/several missing or damaged products |
✅ | ✅ |
Recipient return lost |
✅ | ✅ |
Recipient return delivered with one/several missing or damaged products |
❌ | ❌ |
Coverage in the event of an incident
Incident |
Case |
Documents required |
Eligibility period Unless mentioned, all claims should be declared before 14 days after the start of the eligibility period. |
Parcel Loss |
Parcel declared lost by the carrier |
|
Eligible from the date of creation and up to 30 days after the date of creation |
Parcel covered with the guarantee ad valorem |
|
Eligible from 14 days after the promised delivery date for domestic shipments From 20 days after the promised delivery date for international shipments the recipient to come forward to make the delivery. Parcels that are marked as available at a pick-up point, but whose availability is disputed by the recipient, are eligible for the delivery dispute below. |
|
Parcel not covered by the ad valorem guarantee |
|
From 30 days after the date of creation of the order for domestic shipments. As early as 90 days from order creation date for international shipments. |
|
Disputed delivery |
Parcel without proof of delivery option |
|
Not eligible |
Parcel with proof of delivery. The proof of delivery is weak and judged as such by our teams. Our teams consider proof of delivery to be weak when the package is delivered package delivered without signature, without QR code scan, without PIN code exchange, with a generic signature or mentioning delivery to a mailbox, etc. The list is not exhaustive and evolves with the observed cases. In the event that the proof of delivery is judged to be strong, the case below applies. |
|
Eligible from the delivery date disputed by the recipient. |
|
Parcel with proof of delivery. The proof of delivery is considered strong by our teams. Our teams consider proof of delivery to be strong when the package is delivered against
The list is not exhaustive and evolves with the cases observed. |
A period of 14 additional days will be granted to you to provide the police report if our teams ask you for it. |
The delivery must be disputed within the first 14 days of the delivery date. In case of strong proof of delivery, our teams will grant you an additional 14 days to provide a full police report. Please note that complete complaints contesting a delivery with strong proof of delivery, which reach us beyond 14 days after delivery cannot be accepted. We kindly ask you to first notify us of a delivery dispute with the items in your possession within 14 days of delivery, then possibly complete your complaint with a police report at a later stage. |
|
Parcel delivered with one/several products missing or damaged |
The contents of the delivery do not comply with the order (contents missing, exchanged or damaged) |
In the event of a bundle, Cubyn considers the bundle as a single product. You will then be compensated on the entire bundle.
|
Eligible from the date of delivery of the package. |
Loss of the package in the event of carrier return |
Package declared lost by the carrier |
|
Eligible from the date of carrier return and up to 60 days after the date of creation |
Parcel covered with the ad valorem guarantee |
|
Eligible from 60 days after the date of creation of the order and until 90 days after the creation date. |
|
Package not covered by the ad valorem guarantee |
|
from 60 days after the date of creation of the order and up to 90 days after the date of creation. |
|
Parcel in return carrier delivered with one/several products missing or damaged |
The content of the delivery does not comply with the order (content missing, exchanged or damaged) |
|
Eligible from the date of delivery of the package. |
Loss of the parcel in the event of return recipient |
Parcel declared lost by the carrier |
|
This case is not covered by Cubyn, not being able to ensure the contents of the order at the time of its shipment by the recipient. |
Parcel covered with the ad valorem guarantee |
|
This case is not covered by Cubyn, not being able to ensure the contents of the order at the time of its shipment by the recipient. |
|
Parcel not covered by the ad valorem guarantee |
|
This case is not covered by Cubyn, not being able to ensure the contents of the order at the time of its shipment by the recipient. |
|
Returned package to recipient delivered with one/several products missing or damaged |
The content of the delivery does not comply with the order (content missing, exchanged or damaged) |
|
This case is not covered by Cubyn, not being able to ensure the contents of the order at the time of its shipment by the recipient. |
Please find attached the template for non-delivery certificate and a recap in PDF.
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