Claims Policy

1. Scope

This policy covers cargo loss, shortage, visible or concealed damage, delivery delay, incorrect service, proof concerns, and billing issues relating to a Wayboro order. It is a reporting and investigation procedure, not an insurance policy or a promise that every claim will be paid.

A sender, consignee, owner, or authorized representative may submit a claim to the extent that person is entitled to do so. We may request evidence of identity, ownership, assignment, payment, or authority before disclosing private order information or paying a claim.

2. Safety and urgent incidents

For an emergency, injury, fire, suspected dangerous material, crime in progress, or immediate danger, contact the appropriate emergency or public authority first. Then notify Wayboro as soon as it is safe. Do not touch, open, move, or dispose of an item if doing so may be dangerous or unlawful.

3. Early incident notice

Report a cargo problem as soon as reasonably possible—preferably at delivery or within 48 hours after discovery—so photographs, packaging, route events, proof, video, and witness information can be preserved. For concealed damage, record when and how it was discovered.

The 48-hour request is not a contractual claim deadline and does not waive a right protected by applicable law. A delivery receipt, damage notation, photograph, driver report, support message, or inspection report may provide notice, but may not by itself meet the requirements for a formal interstate cargo claim.

4. How to submit a formal claim

Open the private tracking link for the delivery and select Send a claim notice. The structured form records the order, claimant, issue, discovery date, requested amount or valuation method, and factual description. It returns a claim reference immediately and queues a receipt to the submitted email address. The private order page is the durable status record if email delivery is delayed or fails.

If the private link is unavailable, send the same written information to [email protected]. Email does not automatically create a tracker reference, receipt, or instant response. Include the public order number or an existing claim reference, but never copy the private tracking link. A telephone call alone is not a complete formal cargo claim.

Expiration or revocation of a private tracking link does not by itself shorten a filing period or extinguish a claim. If the link no longer opens, use the monitored claims address above and identify the public order number or existing claim reference without sending the expired private token.

A formal cargo claim should state:

1. claimant name and contact information, public order number, existing claim reference, or shipment facts sufficient to identify the delivery;
2. the claimant’s relationship to the item and why Wayboro or an identified carrier is alleged to be responsible;
3. whether the claim concerns loss, shortage, damage, delay, or another issue, with dates and a factual description; and
4. the specific amount claimed or a method by which the amount can be determined. If no monetary relief is requested, state that in the valuation-method field instead of entering a zero-dollar amount.

Do not include the private tracking link or bearer token in an email, attachment, or telephone message. Use the public order number, claim reference, and nonsecret shipment facts instead.

The online tracker maintains one claim file and reference for each delivery; an exact retry returns that same record. It does not silently overwrite an existing notice with a different claimant, issue, amount, or description. If another person asserts a conflicting or materially different claim, identify the existing reference through the monitored claims contact so operations can preserve both positions and request evidence of ownership or authority where necessary.

Do not send a password, private tracking token, full card number, security code, medical record, or unrelated identity document. The initial notice intentionally does not accept attachments. If an assigned reviewer needs photographs, the private order page will display the exact request and accept validated JPEG, PNG, or WebP images, up to 8 MB each and 10 images per claim. Other sensitive proof must wait for a separately approved secure method tied to the claim reference.

5. Filing time

For a claim governed by 49 U.S.C. § 14706, the period to file a cargo claim will be no shorter than nine months, and the period to bring a civil action will be no shorter than two years measured from a written disallowance as provided by that law. No shorter website, checkout, support, or partner instruction overrides those federal minimums.

Other claims are subject to the deadline established by controlling law and any valid written agreement. Submit them promptly. If law requires or permits a longer period than a policy statement, the longer or nonwaivable rule controls.

6. Evidence and preservation

Provide what is reasonably available:

• order confirmation, purchase receipt, invoice, serial number, and proof of ownership and condition before pickup;
• clear photographs or video of the item, all sides of its packaging, internal cushioning, labels, seal, and damaged area;
• delivery proof, messages, names of witnesses, repair estimate, and a manufacturer, retailer, or qualified appraisal where relevant; and
• a record of reasonable steps taken to prevent further loss.

Preserve the item, packaging, parts, and contents in the condition found and make them reasonably available for inspection. Do not repair, reship, sell, or discard them until Wayboro has had a reasonable inspection opportunity, unless safety, law, or reasonable mitigation requires action. If action is necessary, document it. Evidence requirements will not be applied to demand material that does not exist or is not reasonably obtainable.

7. Investigation

Wayboro acknowledges receipt of an online notice with a claim reference. That receipt does not determine whether the submission is a complete formal claim. Wayboro will preserve relevant records and investigate the route history, custody proof, photographs, packaging, item condition, communications, and applicable carrier and insurance information. We may request relevant supplemental evidence and an inspection. The claimant must reasonably cooperate, and Wayboro must not unreasonably delay a decision.

An acknowledgment, investigation, inspection, request for information, or settlement discussion is not an admission of liability. The exact written decision and reason remain visible on the private order page. A generic update is queued to the claimant email, but it intentionally omits the private tracking link, exact decision, claim evidence request, settlement amounts, and payment references because that email is not independently verified against the order. A denied, partially approved, or other resolution may receive one additional review request through the private page, including while an approved amount is still being reconciled. The request returns the owned case to the operations queue, pauses additional settlement recording until an administrator claims it again, and does not by itself change the prior decision or any settlement already recorded. The private page distinguishes a review that is still queued from a completed review whose revised approved amount is awaiting reconciliation.

8. Valuation and resolution

Responsibility and recoverable amount depend on controlling law and the proven actual loss, including causation, condition, repairability, replacement cost, depreciation where lawful, salvage, mitigation, and valid defenses. The current system records an approved, partially approved, denied, withdrawn, or other written outcome. A monetary approval is reconciled through a confirmed service refund or an external payment recorded by operations. Repair, replacement, recovery, or another noncash arrangement is not a self-service Wayboro remedy and must be separately agreed and documented if it is actually offered.

The value entered at checkout is a sender-provided declared value. It is not proof of actual value, insurance, a protection-plan limit, a guaranteed payment, or a valid released-value limitation by itself. Wayboro does not include cargo insurance or a paid protection plan unless separate written terms for the order identify the coverage provider, limit, exclusions, fee, and claim procedure.

A full or partial monetary approval is not marked complete merely because the decision was entered. The claim stays open until recorded, auditable settlement entries equal the approved amount. A service-refund entry must match a confirmed refund for the same order. For an external payment, operations must independently verify that the payment completed for the recorded amount and unique reference, and verify the external payee’s identity and authority to receive the claim settlement using approved evidence independent of the private tracking link and self-entered claim email. The system requires, timestamps, and audits that attestation, but the administrative record does not by itself independently prove receipt by the payee. The private order page shows approved and reconciled totals without exposing payment references.

9. Packaging, inherent condition, and prohibited items

Inadequate packaging, ordinary wear, inherent defect, pre-existing damage, inaccurate description, unlawful contents, or a prohibited item may be relevant to causation, defenses, and recoverable loss. None will be used as an automatic denial when controlling law requires a different analysis. Fraudulent evidence or a knowingly false claim may be denied and referred as permitted by law.

10. Service and payment claims

For an incorrect fee, duplicate charge, unauthorized transaction, failed refund, or service-level concern, identify the order, disputed amount, and reason. Do not include full card data. The Cancellation and Refund Policy applies to canceled orders. This process does not limit nonwaivable payment-card, electronic-transfer, consumer-protection, insurance, or court remedies.