Claims & Disputes

1. Your claim is made to the carrier

The rule is simple: whoever carries it answers for it. The carrier, forwarder, delivery agency or independent rider holding your parcel is responsible for it until delivery.

Resoizi is a directory and a meeting place. You made the shipping contract directly with the carrier, and you paid the carrier directly. RESOGRA LLC is not a party to that contract, does not hold your money, does not guarantee the shipment or the delivery, and does not pay compensation in the carrier's place. So a claim for loss, damage, an incomplete shipment or delay is made to the carrier, under the carrier's own terms and the applicable law.

We do not sell insurance and we do not offer any. If you want valuable goods insured, arrange it with an insurer or ask the carrier what they cover, before you ship.

2. What to gather

Act as soon as you notice the problem: carriers often set short deadlines. Keep:

• the shipment number and the carrier's name;
• a clear description of the problem;
• photos of the goods and packaging if there is damage;
• proof of your payment to the carrier;
• the declared value and, if possible, proof of value (invoice, receipt).

3. What Resoizi does

Even though we do not decide the dispute or pay anything, report the problem to us through the platform or by email. Here is what we do:

• we verify every carrier before approving them on Resoizi;
• we show reviews from real customers, so others know who they are dealing with;
• we read every report, we can pass your message on to the carrier, and we answer you within 10 business days;
• we may warn, suspend or remove a carrier from Resoizi for fraud, abuse or repeated credible complaints.

We do not decide who owes money to whom. You keep every remedy the law of your country gives you against the carrier, and those of your payment method (for example a dispute with your bank or with PayPal).

4. When a delivery agency is involved

Some local deliveries are carried out by a rider working for a delivery agency, a business that owns the bikes and engages the riders. In that case the agency answers for the parcel: it is responsible for what its riders do while working. Make your claim to the agency.

Report the problem to us as well. An agency that lets credible complaints build up can be suspended and stop appearing on Resoizi.

5. Protect yourself before you pay

Pay only using the payment details shown on the carrier's verified profile in Resoizi. Never pay anyone who contacts you with different details, even if they say they act for the carrier or for Resoizi. Declare the real value of your shipment to the carrier: an under-declared value can limit what they owe you.

6. Prohibited goods

Never ship prohibited or undeclared goods. A carrier may refuse any compensation for them, and we may close the account of whoever sends them. See the Acceptable Use Policy.

7. Purchases on the Resogra marketplace

If the parcel held a product bought on resogra.com, report the problem to Resogra too: the product is covered by Resogra's own policy, published on resogra.com. The transport stays a matter between you and the carrier.

8. Contact

To report a carrier, write to us at [email protected] or use the Contact page. See also our Refunds Policy.

9. Languages

This document is published in English, French and Spanish on resoizi.com, and all three versions say the same thing. If you find a difference or an omission between them, write to us at [email protected] and we will correct it. For interpretation, the English version is the reference version, except where the law of your country provides otherwise, in which case the version in your own language applies to you. This clause does not remove any right the law of your country gives you.