My Customer is Reporting That Their Item was Damaged During Shipment

Note: Shops should refer customers to Loupe Customer Support when CS issues arise, so that our Support can handle the processing of the situation. This allows us to focus on ensuring the customer is taken care of, and your staff to focus more on the breaking and shipping side. You can refer them to https://support.loupetheapp.com/support, or instruct them to send an email to support@loupetheapp.com. In-Stream, you can also direct customers to tap the "Loupe Support" button within the Loupe app.

In the instance a shipment is damaged, we want to make sure our customers are satisfied with their purchase! Loupe's process for this instance begins by confirming that the items were packaged correctly and safely, thus showing that USPS is at fault for the damage.

In these instances, Loupe will most often offer compensation to the customer based on the value of their purchase, either via a refund or Loupe credit (whichever is higher). For items valued at more than $500, a signature must be required on delivery. Additional insurance coverage is at your discretion, and may not necessarily recover the complete value of the package contents. If the package was sent with a signature requirement, and insurance does not cover the full value of the shipment, Loupe will work with you to offset some of the burden. The specifics of that split will be discussed and agreed to between Loupe and the shop.

If insurance does not cover the full value of the shipment, Loupe will work with you to offset some of the burden of the cost, however that will typically be split between the shop and Loupe in an agreed-upon fashion.