When a case is approved, Parcel Protect settles the claim on your behalf using one of several resolution methods outlined in your insurance policy. Each option is designed to make the process smooth for your customer while protecting your time, revenue, and brand reputation.
Our claims team chooses the most suitable resolution based on product availability and the policy wording.
1. Resupply through Your Store
Resupply is the preferred outcome when the same item is available for immediate dispatch.
How it works
- A replacement order is automatically created directly through your store
- The replacement follows your normal fulfilment workflow
- Your customer receives the same goods they originally purchased
- You receive a new sale at full retail value (including freight)
When resupply applies
Resupply is used where:
- The same Goods as described on the invoice or shipment order details are available
- The items are available for immediate dispatch
- They are not on back order or pre order
What Parcel Protect pays
- The full retail value, including freight, at the time of resupply
2. Store Credit
If resupply is not possible, the claims team may issue store credit to the customer.
How it works
- A store credit, gift card, or equivalent value is issued from your store
- The customer uses the credit to repurchase or choose an alternative item
When store credit applies
Store credit is used:
- Where resupply via your store is not possible
What Parcel Protect pays
- The value of the original purchase, no matter the sale or discount price
Store credit keeps revenue within your business and maintains a positive customer relationship.
3. Refunds (Full or Partial)
Refunds are used when neither resupply nor store credit is appropriate.
A. Full Refunds
A full refund is issued when:
- Resupply isn’t possible
- Store credit isn’t suitable
Refund amount
- Full refund of the customer’s original purchase price
- Limited to the value of the customer’s original purchase regardless of sale or discount
Refunds are processed by NTI through an approved payment system directly to the customer.
B. Partial Refunds
A reasonable partial refund of the original customer’s purchase may be offered, at our option when:
- The product has cosmetic or minor damage
- The item is still functional or may be acceptable at a reduced value
If the customer does not accept the partial refund:
The settlement reverts to resupply, store credit, or full refund based on availability.