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When can I submitting a claim?

If you experience problems with damaged/stale or lost package, you can submit a claim to us.

1. Damaged package claim

  • Submitting a claim for a damaged package can be done if the package has been packaged properly for the shipping process and the type of goods is resistant at 14 hours in outdoor temperature.
  • For stale packages, if the delivery is not as estimated and there is a certain agreement by the courier
  • Complete information on packing tips can you check in the FAQ > Safe packing tips or through this link
  • Submitting a claim for damaged package can be done at maximum of 3x24 hour after the package status is received in destination address. If the claim submission report exceeds the maximum limit, Paxel has the right to discontinue the submission process.
  • Please prepare document for the claim process:
    1. Photo proof of damaged or stale package
    2. Goods purchase transactions, such as: invoices, proof of transfer or memorandum of purchase of goods
    3. ID (KTP/SIM)

2. Lost package claim

  • Submitting a claim for lost package can be done at maximum of 3x24 hour after the package status is received in destination address. If the claim submission report exceeds the maximum limit, Paxel has the right to discontinue the submission process.
  • Please prepare document for the claim process:
    1. Goods purchase transactions, such as: invoices, proof of transfer or memorandum of purchase of goods
    2. ID (KTP/SIM)
    3. Photo of the product/goods

How is the claim process?

  1. Prepare documents needed as stated above
  2. Fill in claim form here
  3. If your documents incomplete, our Customer Empathy team will contact you to complete the documents with time limit up to 2x24 hour from the time our team contacted you.
  4. Validation process will be done 2x24 hour after form received and documents completed
  5. Claim process only at working days (Monday - Friday)
  6. Claim payment process will be done 1x24 hour once all the documents completed and validated by our team.
  7. Claim is only for the nominal value of the purchase of goods, not immaterial

For more info about claim process you can contact our Customer Empathy (claim team):