If your shipment is damaged, lost or if you have a dispute, this document provides you with the answers to proceed the claims.
You will learn the following:
What can be claimable under Luwjistik
Regardless of your choice of network partners, you are able to file for a claims procedure directly to Luwjistik for the following three reasons:
1. Lost shipments
You would need to file for a loss claim when shipments that go missing during shipment are declared lost by the respective network partner in the form of a status update.
2. Damaged shipments
Damaged shipments refer to shipments that are physically damaged during the shipping process. Package conditions that qualify as damaged shipments include packages that are wet, ripped, damaged, dented, stained, punctured, has a hole, or has the packaging tape torn.
3. Dispute Claims
You may file for a dispute claim if your shipment has a dispute due to differences in weight dimension, invoice pricing, rates applicable, etc.
Upon signing an agreement with Luwjistik, you will be presented with clauses which outline what you can claim from Luwjistik and claim eligibility. The clauses stated in the agreement will override what is stated in this article.
Claim requirements
To be able to process any claims, you must be able to meet the following requirements:
For any lost shipments, the claims form must be submitted within 3 working days after the client support team submits an incident report to you.
For damaged shipments, you must provide picture evidence. Picture evidence includes the before and after of the inner packaging, as well as the content of the shipment.
The contents of the shipment should not be a prohibited or restricted item.
These requirements apply regardless of your choice of network partner. The liability coverage is independent of your network partner choice but depends on the destination country coverage.
General liability limitations
When applying for claims, take note of the maximum claim liability, which depends on whether or not all the supporting documents were provided. The table below summarises the maximum claim liability based on the destination country coverage:
Country | Compensation Amount | Compensation Amount (USD) |
Australia | Require Insurance | Require Insurance |
Brunei | BND 60 | USD 43 |
Cambodia | Require Insurance | Require Insurance |
Europe | Require Insurance | Require Insurance |
Hong Kong | HKD 200 | USD 25 |
Indonesia | IDR 750 000 | USD 50 |
Malaysia | RM 200 | USD 44 |
New Zealand | NZD 78 | USD 78 |
Philippines | Require Insurance | Require Insurance |
Saudi Arabia | SAR 375 | USD 100 |
Singapore | SGD 100 | USD 72 |
South Korea | Require Insurance | Require Insurance |
Taiwan | USD 50 | USD 50 |
Thailand | THB 2000 | USD 56 |
United Kingdom | EUR 48 | USD 47 |
United States | USD 50 | USD 50 |
Vietnam | VND 1 000 000 | USD 42 |
Supporting documentation for processing claims
Prior to filing for claims, it is mandatory to also submit the following supporting documents. Each type of claim may require different supporting documents.
For damaged shipments
To claim for missing orders, and orders that were damaged even with successful delivery, you would require:
Photographic evidence of the shipment's inner packaging, outer packaging, and damaged items
Incident report
For lost shipments
To claim for missing orders that were not received or in cases where the tracker hasn't shown the delivered status:
Incident report
For dispute claims
For any dispute claims, the following documents must be provided:
Incident report
(Pricing and rates) Rates of the network partner given
(Pricing and rates) Rates of the network partner applied in the invoice
Pricing rates need to be provided in case of discrepancies between Luwjistik's pricing rates and those stated in your invoice. You must also provide photographic evidence clearly showing the following measurements:
(Weight) Dimension measurement in centimetres (cm)
(Weight) Actual weight in kilograms (kg)
Claims process
At Luwjistik, we have a 4 step process for you to process your claim:
Firstly, email [email protected] to raise a shipment investigation.
Once we receive your email, we will conduct an internal and external investigation with the respective network partner.
You will receive the outcome of the shipment investigation in the form of an incident report within 7 working days. This report will highlight the shipment's status, whether the shipment is lost, damaged or has any disputes. Attached here is a sample of an incident report:
Finally, reply to the same email thread and ensure you attach the incident report alongside a claim form report. The template for this claim report can be accessed here. You will also need to provide the supporting documents depending on your type of claim as outlined above.