The Product Doesn't Work
Your customer receives a package. The product is defective. The factory says: "We'll send a replacement, but you pay for return shipping and customs duties."
Your customer paid. Now they wait. Again.
No One Takes Responsibility? We Do.
Optional Order Compensation for eligible product defects, damaged packaging, customs seizures, and delivery delays beyond 30 days. Clear evidence rules. Defined outcomes. Your choice.
Reliability Guaranteed100% Transparency
The Problem
Why No One Takes Responsibility
Damaged in Transit
The package arrives soaked. The product inside is ruined.
You contact the shipping carrier. Their response: "Packaging damage is not covered in our terms."
No one pays. Your customer loses.
Our Solution
We Cover What Others Won't
PT5 Order Compensation is an optional program for eligible product quality defects, damaged packaging (water, impact, etc.), customs seizure or detention, and delivery delays beyond 30 days. Delays of 30 days or less are not covered.
How it works:
- Choose Order Compensation when placing your order
- Pay the listed program fee for the product category
- If something goes wrong, we handle the compensation request
- Get compensated - not excuses
This is optional. You decide. But when things go wrong, you'll be glad you did.
Compensation Process
Compensation Protocol Engine
System Ready: Waiting for Input
Industrial sourcing discrepancy detected? Initialize the diagnostic engine to begin the recovery protocol.
Order Compensation Fees
Program Fees by Product Type
| Product Classification | Risk Level | Program Fee |
|---|---|---|
| General Goods | Standard | 2% |
| Battery Included | 1 Batt + 1 Spare | 3% |
| Sensitive Items | Liquids / Powders | 4% |
| Branded Products | Brand Name | 5% |
| Batteries Only | Pure Battery | 6% |
| White Powder | Excluded | Not Eligible |
What You Need to Know
- Completely Optional - No forced charges. You choose at checkout.
- Only Charged When Selected - No surprise fees.
- White Powder Excluded - White powder products are not eligible for Order Compensation.
Request Deadline
Compensation requests must be filed within 5 days of the shipment showing "delivered". Late requests cannot be processed.
Rate Adjustments
PT5 reserves the right to adjust program fees every 30 days based on case ratios. Minimum 3 days advance notice applies to any fee change.
Compensation Standards
Three Compensation Options
Full Compensation with Evidence
Full Compensation with Evidence — 100% Coverage
Applies to: Quality defects, Damaged packaging
Requirements: Clear photo evidence showing shipping label, damaged product, and packaging in the same frame.
100%Of Approved Covered Amount
Fast Compensation with Partial Evidence
Partial Evidence Standard — 70% Compensation
Applies to: Quality defects, Damaged packaging
Requirements: Available evidence supports the eligible issue but does not meet the complete-evidence standard.
70%Of Approved Covered Amount
Full Compensation without Evidence
Full Compensation without Evidence — 100% Coverage
Applies to: Seizure, 30+ Day Delay
Requirements: No photo evidence required. 30-day delay confirmed from tracking data.
100%Of Approved Covered Amount
Refund Timeline
Once a compensation request is approved, payment is processed within 7 business days. We verify the evidence and apply the stated standard.
Replacement Option
Instead of cash compensation, you can choose to have PT5 re-source the product and re-ship to your customer. Use the approved covered amount to cover replacement costs.
Coverage Amount Rules
Coverage Amount Limits
Minimum Coverage100% of PT5 Service Fees Charged
Maximum Coverage120% of Your Store's Selling Price
Coverage is calculated based on the net order value excluding local taxes. For orders exceeding $100k, a custom premium quote is required for tiered risk distribution.
Exclusions
What's Not Covered
White Powder Products
Not eligible for Order Compensation under any circumstances. No compensation is available for this category.
Incorrect Address
Losses caused by buyer's incorrect address information.
Legal Seizures
Confiscation due to legal violations in destination country.
Wear & Tear
Normal wear and tear after delivery confirmation.
Note: Compensation requests filed more than 5 days after delivery confirmation are automatically voided.
Protection Comparison
Comparison Matrix
| Situation | Factory | Carrier | PT5 Order Compensation |
|---|---|---|---|
| Defective product | Won't pay shipping | Not their job | Covered |
| Damaged packaging | Not responsible | Not covered | Covered |
| Customs seizure | Won't help | Not involved | Covered |
| 30+ days delay | Won't compensate | May offer partial | Full coverage |
| White powder | - | - | Not eligible |
Protect Your
Orders Now
Order Compensation is optional. When an eligible problem occurs, PT5 applies the published evidence and compensation standards.
Add Order Compensation