Introduction
The shipment compensation policy aims to clarify and define the scope and mechanism for compensating RedBox SA customers (senders) for damaged or lost shipments.
Submitting Claims
1. Claims must be submitted by the sender, not the recipient.
2. How to submit claims:
- Businesses (Business Accounts): Use the RedBox merchant platform or email biz.care@redboxsa.com.
3. All claims must be submitted within two (2) days of receiving the shipment. Failing to meet this deadline will forfeit the sender's right of compensation.
4. Upon submission, an email with a ticket number will be sent to the customer. Supporting documents must be provided within 14 days, or the right to compensation will be forfeited.
Verification and Claim Processing Time
1. Verification takes 5 to 7 days and if approved, the compensation amount will be transferred to the sender’s bank account within 14 days.
Compensable and Non-Compensable Items
1. Damaged, lost, or incomplete shipments caused by RedBox negligence are eligible for compensation. Compensation is calculated based on the declared value of the shipment plus shipping costs, capped at 375 SAR.
2. For products that are eligible for replacement (such as SIM cards, recharge cards, gift cards, certificates and documents), compensation is limited to 50 riyals only.
RedBox makes every effort to protect shipments from damage, loss, and shortage in line with the expected delivery schedules. However, it will not assume responsibility or provide compensation in the following cases:
1. Loss, damage, or delays caused by customs, government authorities, or unforeseen circumstances beyond control.
2. Missing or incorrect recipient details.
3. Failure of the customer to complete documentation requirements within 14 days via the claim submission channels.
4. Sender negligence, such as poor packaging or failure to use protective labeling for fragile items.
5. Self-deterioration of the shipment due to its nature.
6. Force majeure events leading to shipment or document damage.
7. Shipments stored in RedBox warehouses for more than 90 days, which will be Liquidated or confiscated as per postal regulations.
8. Failure to collect shipments during the specified storage period or expiry of storage duration for perishable shipments.
9. Incorrect or incomplete recipient information leading to delays, damage, or loss. The sender will be charged for full shipping costs in such cases.
10. The inclusion of any outbound or inbound shipment to the Kingdom containing 1
11. non-shippable or prohibited materials as stipulated in Article 1 of the Postal Prohibitions Regulation and the procedures for handling them in case of suspicion, or any other items listed in the same regulation, including:
Non-shippable items:
1. Weapons and hazardous, prohibited, or restricted materials as classified by the Universal Postal Union.
2. All types of currency.
3. Hazardous materials, flammable, and explosive substances.
4. All items prohibited for import or export under the customs regulations, executive rules, and applicable laws in the Kingdom.
5. Silver and gold, whether in the form of currency or bullion.
6. Pictures, books, money, newspapers, and any shipments that violate public morals and traditions. 7. Any materials subject to a decision by the relevant authorities.
Required Documents for Claim Verification
2. Purchase invoice.
Compensation Mechanism
1. Businesses (Business Accounts):
Upon the merchant’s choice the Compensation is provided as credit to the merchant's account, deducted from invoices (if any), or transferred directly to the merchant's bank account.
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As a merchant, to report any damaged or missing shipments, please submit a ticket via RedBox Merchant Dashboard by following the steps below:
RedBox Merchant dashboard > Help Center > Support Tickets (Create Ticket) > Send Ticket
- Or follow the steps shown in the video.
You can track the investigation results with Merchant Support Team via WhatsApp at: 920033013.