What happens in case of shipping issues (lost, damaged, or empty parcels)? Who is liable?
The Seller Guide is always binding, including for shipping agreement cases.
refurbed will handle all claims with the shipping carrier, DHL Express.
In exceptional cases, refurbed will not open a claim with the carrier. Instead, the seller will offer a solution to the customer based on the Seller Guide. Once the seller has provided this solution, refurbed will compensate the seller as if the carrier had accepted the claim. This approach ensures faster resolution for both customers and sellers.
refurbed's liability for shipping issues is limited to accepted carrier claims for products sold on the refurbed Marketplace, in accordance with the applicable carrier agreement and claims procedures. No compensation is owed for claims rejected by the carrier.
Liability amount:
For outbound shipments, DHL Express applies the standard liability of 22 SDR/kg. (as per https://mydhl.express.dhl/de/en/shipment/terms-and-conditions.html
How can I get help from Refurbed Customer Service when using the shipping agreement?
If you need support for shipments created under Refurbed’s DHL Express agreement, please check our Help Center for the most up-to-date instructions and processes. Make sure to only use this topic if the shipment for the respective product was processed under the Refurbed shipping agreement: ‣