1Damaged on arrival
If a buyer reports damage on arrival, they should photograph the damage immediately, including the packaging. The seller should contact the courier to open a claim — most couriers offer compensation for damage caused in transit. Keep all communication within TRUZH messaging for record-keeping.
2Lost in transit
If a package is confirmed lost by the courier, the seller is generally responsible for resolving the issue with the buyer — typically by refunding the purchase and pursuing a claim with the courier separately. This is why tracking and insurance matter.
3Opening a dispute
If you cannot resolve a damaged or lost package issue directly, either party can open a dispute through TRUZH. Include all evidence — courier tracking, damage photos, and communication history. The moderation team will mediate a fair resolution.