Insurance

Returnless offers this service as an independent protection layer, creating a direct agreement between the consumer and our platform. This setup keeps the webshop completely insulated from any shipping risks or liabilities. Within our portal, shoppers simply choose to either take responsibility themselves or opt for peace of mind with coverage against loss and damage.

The Consumer Choice Process

The return process ensures the consumer makes a conscious, active choice before the return is finalized. As shown in the interface (located directly below the carrier selection), the process is structured as follows:

• Direct Interaction: Consumers see the benefits of protection (coverage for theft, loss, and damage) highlighted with green checkmarks. This provides instant clarity on what is and isn't covered.
• Explicit Confirmation of Risk: If a customer does not want the protection, they must select the option: "No protection. Shipping at my own risk." This ensures the consumer confirms at the moment of the transaction that they are taking responsibility for the shipment themselves.
• Accessible Alternatives: Directly below the risk confirmation, we offer the possibility to transfer this risk for a small fee. This keeps the threshold for opting into protection as low as possible for the consumer.
• Flexible coverage: Select between the two insured values—one above and one below your order amount. The rates are clearly displayed below.

Service Structure and Responsibility

The protection plan a consumer selects is a direct arrangement between the consumer and Returnless.

• Service Type: This is not a B2B service for the webshop. The webshop is not a party to this arrangement and bears no risk for these protected shipments.
• Independent Domain: The entire process takes place on the independent Returnless domain (*.returnless.com).
• Extra Protection: We offer this service on our own platform as an additional layer of protection for the end-user. It is an independent service provided by Returnless, not an operational part of the webshop.

Claims and Investigations

• A claim can be submitted by the consumer once an investigation has been conducted and confirms that the package was lost, damaged, or stolen. This can be done on the consumers statuspage.

  

• Starting the Process: An investigation can be requested via our Return Panel.

Claims on Merchant Carrier Contracts

In cases where a shipment is sent using the webshop’s own carrier contract (rather than a Returnless label), the process for initiating a claim differs slightly:

• Initiating the Investigation: You must first independently request an investigation directly with their carrier.
• Submitting Results: Once the carrier has provided a formal verdict or outcome, this information can be shared with Returnless for further processing.
• Where to Submit: This option is located in the same section as the standard investigation request (under Shipments within the relevant Return Panel).
• Required Documentation: To validate the claim, a screenshot of the official investigation results from the carrier must be uploaded.

More About starting a investigation: [Link: View Investigations Docs]