Green Shipping Protection


The Green Shipping Protection, as one of the important features of the 17TRACK Shopify APP, can well bear the risks of delay, loss, and breakage of parcels during the shipping process, reducing the cost of customer complaints and greatly improving the shopping experience of consumers.

What if my packages are lost, damaged, or delayed?

Our Store offers the Green Shipping Protection service buying option on the cart page for every customer.
If you bought the Green Shipping Protection service when you placed the order in our store, you can directly submit a claim request by following the steps below.

If you haven't bought this service before, please contact us via

In what kind of conditions can I apply for the claim?

The situation listed below can be covered by the Green Shipping Protection:
Lost Situation 1. I haven't received my packages even though the tracking info shows "Delivered”.
Situation 2. My packages are stolen.
Situation 3. I haven't received it for over 30 days.
Demage The products are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.,
For domestic packages not delivered before the 10th day following order fulfillment

For international packages not delivered before the 30th day following order fulfillment are considered lost.

Where to apply for the claim?

You can access the Seel Resolution Center to submit a claim request from either the tracking page in-store, the policy confirmation email or the Resolution Center:

  • The tracking page:

  • The Policy confirmation email:
  • Resolution Center:
    Customers can also directly visit to access the Resolution Center. In that case, they'll need to manually fill in their email address and Green Shipping Protection policy ID (or order ID) to log  in the  Resolution Center before they can file a claim.

What should I after I applied for the claim?

Seel will process your application within 48 hours and if there is no response within that time, feel free to contact us via
About applying the claim, please reach out to for more details if yu have any further questions.

Detailed steps for applying the claim

1. Where to submit a claim request with Green Shipping Protection?

Refer to the 3 submission channels above.

2.How to submit a claim request with Green Shipping Protection?


Step1: Log in Seel Resolution Center


*Recommend logging in by the tracking page or the policy confirmation email sent by Seel.

Step2: After logging in, choose the issue type

Flow of submitting a claim for Delay:

Flow of submitting a claim for Damage:

To file a damage claim, customers need to upload photos as proof of damage. They can read the help article via the link if they have questions about what to upload. They can also leave comments or notes if necessary.

Flow of submitting a claim for Loss:

Customers may upload the supporting docs based on what they have, and leave notes or comments if necessary.

3. Supporting docs required to qualify for a claim

Supporting docs required for a claim of Damage:

When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of damage. To file and qualify for a claim of damage, the following supporting documents are required:
1)Clear photo(s) of the carrier packaging and product package (if applicable)
2)Clear photo(s) of how the item(s) are damaged

Here are some examples: 


The payout amount for damage is determined by the evaluation results, up to 100% of the purchased  value, depending on how the damage  affects the usability of item(s).

*Note that damage in packaging without affecting the item(s) inside, and clear pre- shipment item defects ( e.g., loose threads) are not covered. The supporting documents you provide will directly affect our evaluation. Please make sure to provide detailed evidence to facilitate your resolution process.

Supporting docs required for a claim of Loss:

a. If the shipment is marked by the carrier as "lost ", or domestic shipments that haven' t shown a "delivery " scan 30 days after shipment (or international shipment that hasn't shown "delivery" scan 60 days after shipment), you don't need to provide any additional proof.

b. If the shipment has shown a "delivery " scan, but was not received, we encourage you to look around in your neighborhood or mail hub first. If, however, you still can’t find your package, we might need one of the following as the supporting document to qualify for a claim of loss:

  • Police report
  • Security footage
  • Carrier letter
  • written documentation from an authority/leasing office detailing the incident

For scenario "b", if this is the first occurrence of such a situation with your package, Seel will provide compensation without requiring any supporting documents. However, if the same situation occurs again, supporting documents will be mandatory.

Supporting docs required for a claim of Delay:

No supporting docs are required for a claim of delay. Such cases will be automatically judged based on the tracking info of your package's tracking number.

4. Payout options

Seel supports payout in one of the following four options.
  1. PayPal: Supports multi currency transfers. Funds arrive instantly once the claim is approved.
  2. Venmo: Supports USD transfers, funds arrive instantly once the claim is approved
  3. Direct deposit: Supports USD transfers via US bank account ACH transfer, takes 1-3 business days to arrive. This option is only available for transactions in USD
  4. Tremendous: customers will receive their payout in the form of a virtual visa card.

Customers can choose how they'd like to receive their payout the in last step of claim submission.


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