Vendora facilitates transactions between buyers and sellers and partners with different courier companies, allowing you to choose from the available shipping services.
However, Vendora and courier companies have different responsibilities. Below, you can find out what each party is responsible for and what you should do if a problem arises with a shipment.
1. What is Vendora responsible for?
Vendora:
- Provides the platform through which buyers and sellers can complete transactions.
- Provides the Escrow & Payments Application (EPA), which is designed to ensure the secure management of transactions.
- Partners with different courier companies and provides information about their available services.
- Provides guidance on the steps you should follow if a problem arises.
Payment services associated with the EPA are provided by Mangopay, in accordance with the relevant agreement. Vendora does not provide payment services itself.
2. What is the courier company responsible for?
The courier company handling the shipment is responsible for collecting, transporting, and delivering the parcel, in accordance with its own terms and conditions.
According to Clause 3.6 of the Vendora Terms of Use, Vendora does not provide courier services itself.
In cases such as a parcel being lost or damaged during transit, the investigation process and the conditions for any compensation depend on the courier company and the service used.
This means that the following may vary:
- The deadlines for reporting an incident.
- The supporting evidence required.
- The conditions and limits of any compensation.
You can find information about the available providers in Courier service information.
3. Who determines compensation?
Vendora can provide information about the process and guide you through the next steps. However, the terms and conditions for compensation are determined by the respective courier company.
There is no single compensation framework that applies to all shipments. Each incident is assessed according to the provider’s terms, the service used, and the available supporting evidence.
4. What should I do if my parcel is lost or arrives damaged?
Act as soon as possible, as specific reporting deadlines may apply.
If the transaction is still in progress, contact Vendora Support immediately for guidance on the next steps.
Depending on the circumstances and the courier’s procedures, you may also need to contact the relevant provider.
To help with the investigation, keep the following:
- The item and its original packaging, including all protective materials.
- The tracking number.
- Photos or videos of the outer and inner packaging.
- Photos or videos showing the condition of the item and any damage, if applicable.
The courier company may request this evidence to investigate the incident and assess a compensation claim.
For issues relating to returning an item, you can also consult the Vendora Return Policy.
5. Who is responsible for packaging?
Proper packaging is the sender’s responsibility.
The item must be packaged appropriately according to its weight, nature, and fragility to ensure it is adequately protected during transit.
Inadequate packaging may affect the courier company’s assessment of a compensation claim.
We recommend taking photos or videos of the item’s condition, the protective materials used, and the packaging process before shipping.
For detailed instructions, see our article How to pack my parcel.
Where can I find the official terms and more information?
To learn more about available services, parcel tracking, and each provider’s terms, visit Courier service information.
For more information about Vendora’s role, the EPA, payment services, and shipping services, refer to Clauses 3.5 and 3.6 of the Vendora Terms of Use.
For shipments between countries within the European Union, you can also read our guide to Delivery across the European Union.
Still have questions or need help from Vendora Support? Send us a message.
