(Dispatched by Kingston Express)

While Dispatched by Kingston Express is designed to reduce delivery and handling issues, claims and disputes may still occur occasionally.
When they do, Kingston Express follows a structured, documented process to review issues fairly and consistently.

This guide explains what qualifies as a claim, how disputes are handled, and what sellers should expect at each stage.

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What Is a Dispatchment Claim? #

A dispatchment claim is a formal report raised when there is a concern involving a product that was:

• Stored in a Kingston Express dispatchment center
• Picked, packed, or delivered by Kingston Express

Claims are used to review issues such as:

• Damage
• Loss
• Incorrect item dispatch
• Delivery-related discrepancies

📌 Claims are about review and resolution — not automatic fault.

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Common Types of Dispatchment Claims #

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1. Damaged Item Claims #

Raised when:

• A customer reports receiving a damaged item
• Damage is identified during internal handling

✔ Reviewed against inspection records
✔ Compared with receiving condition

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2. Missing or Lost Item Claims #

Raised when:

• An item cannot be located after dispatch
• Delivery confirmation does not match inventory movement

📦 Inventory scans and dispatch logs are reviewed.

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3. Wrong Item Dispatched #

Raised when:

• A customer receives a different product
• A variation mismatch occurs

✔ Picking and packing records are checked
✔ SKU verification is reviewed

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What Is NOT a Dispatchment Claim? #

❌ Customer preference changes
❌ Incorrect product listing details
❌ Seller pricing disputes
❌ Issues caused by inaccurate listings

📌 Listing-related issues remain seller responsibility.

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How the Dispatchment Claim Process Works #

Step-by-Step: #

1. Claim is reported
2. Kingston Express opens an internal review
3. Dispatchment records are examined:
   • Receiving logs
   • Storage records
   • Packing scans
   • Delivery confirmation
4. Item condition and responsibility are assessed
5. Outcome is determined
6. Seller is notified

⏳ Claims are handled as efficiently as possible, but accuracy comes first.

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What Kingston Express Reviews During a Claim #

During investigation, Kingston Express may review:

• Inventory intake condition
• Packaging quality
• Handling records
• Dispatch scans
• Delivery proof

📌 All dispatchment operations are logged.

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Possible Claim Outcomes #

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✅ Claim Approved #

If the claim is validated:

• Corrective action is taken
• Adjustments are applied according to policy
• Seller is notified of the resolution

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❌ Claim Denied #

If evidence shows:

• The item was received damaged
• Packaging was inadequate
• Listing was inaccurate

➡ The claim may be denied
➡ Explanation is provided

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How Claims Affect Seller Inventory & Earnings #

• Inventory is adjusted based on findings
• Seller earnings are updated if applicable
• Commission adjustments follow standard policy

📊 All updates appear in your seller dashboard.

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Seller Responsibilities During a Claim #

Sellers should:
✔ Respond promptly if contacted
✔ Provide requested clarification
✔ Keep listings accurate
✔ Follow packaging and dispatchment rules

📌 Clear cooperation speeds resolution.

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Common Mistakes That Lead to Disputes #

❌ Weak or inconsistent packaging
❌ Sending borderline-quality inventory
❌ Inaccurate product descriptions
❌ Ignoring dispatchment notices

⚠️ Most disputes are preventable.

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How to Reduce Claims & Disputes #

✔ Send only sell-ready inventory
✔ Use strong, protective packaging
✔ Match listings exactly
✔ Enroll suitable products in dispatchment

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When to Contact Support #

Contact **Kingston Express Support if:

• You receive a claim notification
• You need clarification on a claim outcome
• You believe important details were missed

📧 Include order ID, product name, and claim reference.

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Final Tip #

Dispatchment claims are about fair review, not blame.
Sellers who stay accurate, responsive, and consistent rarely face issues — and enjoy long-term success with Dispatched by Kingston Express 📦🚚