Applies to all scenarios listed in this case.
- You bear full transport risk for all outbound and return shipments.
- The customer must not be left waiting — you must provide a solution within 5 business days of receiving the requested information or a credible customer statement.
- If a customer's claim appears doubtful, you may request supporting evidence (e.g. photos, affidavits, proof of posting) to assess its credibility. However, the absence of documents alone does not invalidate a claim — overall credibility based on the circumstances must be taken into account.
- If it is likely that the issue occurred during transport, resolve the case in favour of the customer without undue delay.
- You may open a claim with the carrier in parallel, but this does not delay your obligation to resolve the customer's case.