OVERVIEW

Merchants using Offset can use Package Protection to compensate shoppers in the case of loss, theft, or damage to their order. If an order with Package Protection isn't delivered to the shopper in one piece, merchants will be paid out in full for the value of the package if the Package Protection claim is approved.

Loop partners with Seel to provide Package Protection for Offset orders. Package Protection applies in the following situations:

• Loss: Domestic packages not delivered 30 days after order fulfillment (the date when the order is shipped by the merchant) or international packages not delivered 60 days after order fulfillment are considered lost.

• Theft: Packages marked as delivered but not received by the shopper are considered stolen, though in some cases this may be due to non-criminal delivery issues or confusion. Theft must be reported within seven days of the package being marked as delivered. To qualify as a case of theft, supporting documents, such as a police report, may be required. For details, see What Supporting Docs are Required for a Claim of Theft? in Seel's help center.

• Damage: Package Protection covers items that have been damaged beyond the point of usability—fractured, shattered, bent (if not bendable), crushed, etc. It does not cover cosmetic damage such as scratches or dents, manufacturing damages, packaging errors, or unsealed items. Damage must be reported within seven days of the package being marked as delivered.

All issues must be reported within 90 days of the order date. The maximum value covered by Package Protection is $5,000 per order.

If a shopper runs into one of these issues with their order, they can initiate a Package Protection claim. Shoppers can open claims by either contacting the merchant directly or using the Seel Resolution Center, which is linked in the Offset confirmation email sent to the shopper. Seel then verifies the claim and pays out the full refund value of the purchased item without needing the merchant to cover the cost.

Note: 90% of claims are automatically approved.

To enable Package Protection, contact your Merchant Success Manager. They'll create a new Offset product that includes Package Protection. For setup instructions, follow the steps in the Setup sections of the Offset: Cart Setup and Offset: Checkout Setup articles.

Merchants can view all orders with Package Protection as well as orders with open claims in the Loop admin by navigating to Order Protection > Package Protection.

Are there any product categories excluded from Package Protection? Yes, the following products aren't covered by Package Protection:

• Automobiles and motorcycles

• Jewelry (valued in excess of $1,500)

• Boats and yachts

• Live animals

• Cash

• Lumber

• Ceramic, marble, or granite tiles, slab blocks, countertops, or statues

• Negotiable papers

• Cigarettes and other tobacco products

• Perishable commodities

• Raw cotton

• Pharmaceutical drugs

• Fine arts (valued in excess of $10,000 per piece)

• Precious stones and metals

• Flowers

• Scrap metal, steel metal, and steel metal products; automotive engines; general used automotive merchandise made of metal

• Glass windows, plate glass, and similar goods

• Securities

Which markets and currencies are eligible for Package Protection? Currently, Package Protection is supported in the United States, Germany, France, the United Kingdom, Canada, New Zealand, and Australia. Supported currencies are USD, EUR, AUD, CAD, GBP, and NZD.

Can I contact Seel about a Package Protection claim? Yes! If you have any questions, comments, or concerns about a claim, email support@seel.com with the Order ID or Claim ID of the claim in question.

Please reach out to support@loopreturns.com with any additional questions.