Avoylo

Avoylo Claims & Incident Policy

Version: 0.1 Last Updated: September 27, 2026 Effective Date: [TBD BEFORE PUBLICATION]

This Claims & Incident Policy defines how Avoylo handles operational incidents, evidence collection, investigations, claim requests, operational corrections, carrier-related issues, and any available credits, reimbursements, or other remedies.

This Policy is designed for Avoylo's initial prepacked, sealed-parcel fulfillment model.

It operates together with the Avoylo Operations Policy, Seller Services Policy, Host Services Policy, Prohibited & Restricted Items Policy, Shipping & Carrier Policy, Billing & Payment Terms, Host Earnings & Payout Terms, Privacy Policy, and the applicable Seller and Host agreements.

This Policy does not by itself create insurance coverage, guarantee reimbursement, establish legal fault, determine legal title or risk of loss, or replace any applicable carrier, insurer, payment-provider, or other third-party claim process.

Where a narrower carrier, insurer, service-specific, or written agreement applies to a particular claim, that more specific rule controls to the extent of the conflict.

1. Purpose

Avoylo uses incidents and claims for two different purposes.

An Incident is an operational record used to identify, investigate, contain, or resolve a problem.

A Claim is a request for a financial or other formal remedy arising from an eligible event.

An Incident may exist without a Claim.

A Claim may require an Incident or other supporting operational record.

Creating an Incident does not automatically establish that:

2. Core Definitions

For this Policy:

Incident means an Avoylo operational record concerning a material problem, discrepancy, safety event, custody issue, fulfillment issue, shipping issue, or other supported exception.

Claim means a formal request for reimbursement, credit, recovery, adjustment, or another remedy under an applicable Avoylo, carrier, insurer, or service policy.

Claimant means the Seller, Host, or other authorized party submitting a Claim.

Operational Evidence means records such as QR scans, photographs, timestamps, carrier events, measurements, count records, task events, inventory states, audit records, system logs, communications, shipping documents, and other relevant records.

Carrier Event means tracking, acceptance, delivery, exception, refusal, or other shipment information obtained from the applicable carrier or shipping provider.

Custody State means the authoritative Avoylo state describing where a Parcel sits in the operating workflow, such as STORED, RESERVED, HANDOFF_READY, or CARRIER_ACCEPTED.

Quarantine means an operational hold that removes a Parcel from ordinary fulfillment while a material issue is reviewed.

Provisional Credit means a temporary or discretionary account adjustment that may be reversed or corrected if later evidence shows the credit was not appropriate.

Capitalized terms not defined here have the meanings given in the Avoylo Operations Policy or another applicable policy.

3. Policy Hierarchy

For incident and claim matters:

  1. the Avoylo Operations Policy defines network-wide operating states and custody concepts;
  2. this Policy defines Avoylo's general incident and claim process;
  3. the Shipping & Carrier Policy controls carrier-specific operating rules;
  4. any applicable carrier or insurer claim terms control their own third-party claim process; and
  5. a narrower written agreement controls where it expressly provides a different rule for a specific Seller, Host, service, shipment, or protection program.

Financial adjustments resulting from a claim are posted and reconciled under the applicable Billing & Payment Terms or Host Earnings & Payout Terms.

4. Incident Categories

Avoylo may support Incident categories including:

Avoylo may use internal category names that differ from the public wording if the operational meaning remains equivalent.

5. Incident Statuses

An Incident may move through statuses such as:

Avoylo may use other internal states where operationally useful.

A status indicates the current workflow stage. It does not establish legal fault.

6. Incident Creation

An Incident may be created by:

Avoylo may prevent duplicate open Incidents for the same underlying event where duplicate creation would add no operational value.

Retries of the same authorized report should not create duplicate Incident histories where idempotent processing is available.

7. Required Incident Context

Where relevant, an Incident may be linked to:

Avoylo should preserve enough context to investigate the underlying event without exposing unnecessary private information to unrelated users.

8. Human Response Target

Avoylo may maintain an internal 30-minute first human response target for designated critical operational incidents.

This target means the intended time for an authorized Avoylo person to begin reviewing or responding to the Incident.

It does not mean:

The target should not be publicly described as a guaranteed resolution time unless Avoylo has actually committed to that service level.

9. First Human Response

Where Avoylo records a first human response, the system should preserve:

The first human response must not be fabricated automatically.

An automated acknowledgement is not the same as a human response unless Avoylo expressly identifies it as such.

10. Incident Resolution

A material Incident should not be marked resolved merely because a user stops responding or a timer expires.

Where applicable, resolution should record:

A resolved Incident may still have an associated open carrier claim, payment dispute, insurer review, or other external process.

11. Claim Categories

Claims may include, where supported:

Not every Incident category creates a financial Claim category.

For example, a temporary Host-unreachable Incident may be operationally resolved without any loss or compensable event.

12. Claim Eligibility

A Claim is eligible for review only if:

Eligibility for review does not guarantee approval.

13. Claim Submission Window

Claim submission deadlines may differ by:

Avoylo will publish or present the applicable deadline where a defined claim window exists.

Until a specific public deadline is adopted, the Claimant should report a suspected loss, damage, wrong Parcel, or other claim event as soon as reasonably possible after discovery.

A delay may reduce Avoylo's ability to preserve evidence or pursue a third-party recovery.

Avoylo must not invent a carrier or insurer deadline different from the actual applicable third-party rule.

14. Evidence Standards

Avoylo may request evidence reasonably relevant to the Claim.

Depending on the event, this may include:

Avoylo should request only evidence reasonably necessary for the investigation.

15. Evidence Preservation

A Seller or Host who becomes aware of a material Claim event should avoid destroying or materially altering relevant evidence where reasonably practicable.

For example, where safe and appropriate, the user may need to preserve:

This does not require a Host or Seller to retain dangerous material in an unsafe manner.

Human safety and applicable law take priority over evidence preservation.

16. No Evidence Fabrication

A user must not intentionally fabricate, alter, stage, or misrepresent evidence.

Prohibited examples include:

Suspected fraud may result in additional verification, Claim denial, account restriction, or another action permitted by the applicable agreements.

17. Evidence Hierarchy

No single evidence source necessarily controls every Incident.

Avoylo may weigh evidence according to reliability and context.

Examples of potentially relevant evidence include:

Where evidence conflicts, Avoylo may keep the Incident open while further review occurs.

18. Authoritative State Versus User Assertion

A user assertion does not automatically override Avoylo's authoritative operational state.

Examples:

The relevant operational and provider evidence must be reviewed.

19. Inbound Transit Exceptions

Where Seller inventory is in transit to a Host and the carrier reports delay, damage, misrouting, refusal, loss, or delivery without confirmed Host receipt, Avoylo may create an inbound transit Incident.

Until the Host receipt workflow is completed:

Carrier liability, Seller responsibility, and any reimbursement are determined under the applicable carrier and claim terms, not by the Incident status alone.

20. Inbound Delivered but Host Not Received

If a carrier marks an inbound shipment Delivered but the Host reports that the Parcel was not received:

  1. the Parcel remains outside normal STORED inventory;
  2. Avoylo may create an INBOUND_TRANSIT_EXCEPTION or equivalent Incident;
  3. the Host should verify the approved receipt area and any reasonably available delivery evidence;
  4. the Seller may be asked for carrier or shipment documentation;
  5. Avoylo may review carrier proof of delivery, geolocation evidence where available, photographs, timestamps, and Host records; and
  6. the appropriate carrier or Seller-side claim workflow may be initiated where supported.

The event must not be resolved merely by forcing the Host to confirm receipt.

21. Inbound Damage

If a Parcel arrives visibly damaged before the Host has completed normal receipt:

The Host should not open a sealed Parcel merely to inspect internal product damage unless Avoylo has enabled and authorized such inspection.

22. Quantity Mismatch

If the number of received Parcels differs from the authorized Placement:

A quantity discrepancy may be resolved without a financial Claim where no actual loss or compensable charge exists.

23. Weight or Dimension Mismatch

A Host may report a materially different observed weight or dimension.

The Host report does not automatically establish Seller fault or a billing adjustment.

Avoylo may review:

If a financial correction is required, the original declaration and the correcting financial record should remain auditable.

24. Unknown or Unauthorized Parcel

An unknown or unauthorized Parcel must not be treated as normal STORED inventory.

Avoylo may create an UNKNOWN_PARCEL, UNAUTHORIZED_PARCEL, or INBOUND_MISMATCH Incident.

The normal resolution path is:

identify → validate authorization → correct records if appropriate → return/remove/transfer if not authorized

A Host must not open, use, discard, or sell an unknown Parcel merely because the Seller cannot immediately identify it.

25. Prohibited or Unsafe Item Incident

If a Host reasonably suspects a prohibited, leaking, hazardous, or unsafe Parcel:

Claim handling for a prohibited or materially misdeclared item may differ from ordinary loss or damage Claims.

26. Damage During Host Storage

If damage is discovered while a Parcel is stored at a Host Location:

No automatic assumption of Host fault applies solely because the Parcel was physically located at the Host Location.

27. Missing Parcel During Host Custody

If Avoylo records a Parcel as within Host custody but the Host cannot locate it:

  1. the affected fulfillment task must stop;
  2. the Host must perform a reasonable identifier and storage-area check;
  3. Avoylo may require inventory reconciliation;
  4. the Parcel may enter PARCEL_MISSING, LOST, or another blocked state;
  5. relevant security or access evidence may be reviewed; and
  6. the Seller may submit a Claim if the event falls within an applicable remedy.

A Host must not substitute another Parcel to conceal the missing inventory.

28. Suspected Theft

Where theft or unauthorized access is suspected:

A user is not required to confront a suspected thief.

29. Fire, Flood, Weather, and Other Disaster Events

Where inventory is affected by fire, flood, severe weather, structural damage, evacuation, utility failure, or another emergency:

This Policy does not imply that every disaster loss is covered.

30. Wrong Parcel Fulfillment

A WRONG_PARCEL Incident may be created where the physical Parcel handed off does not match the Parcel authoritatively assigned to the order.

Avoylo may review:

The existence of a customer complaint alone does not establish that the Host shipped the wrong Parcel.

Where a wrong-Parcel event is confirmed, Avoylo may coordinate recovery, return, replacement fulfillment, billing correction, or another supported remedy.

31. QR or Identity Mismatch

If a Host scans a Parcel that does not match the Outbound Task:

32. Invalid or Missing Staging Photo

Where a staging photo is required and the evidence is missing, invalid, corrupted, or clearly inconsistent with the task:

33. Pickup Missed

Where a Parcel is HANDOFF_READY but the expected carrier pickup does not occur:

A missed pickup does not automatically establish Host or carrier fault.

34. Carrier Acceptance Missing

If the Parcel leaves the Host's expected pickup area or the Host believes it was collected but Avoylo lacks reliable carrier acceptance evidence:

If provider evidence later confirms carrier possession, Avoylo may reconcile the custody state without treating the delayed event as a second handoff.

35. Carrier Loss After Acceptance

Once authoritative carrier acceptance is established, later carrier loss is handled primarily through the applicable carrier and Claim workflow.

Avoylo may assist with:

Carrier acceptance does not guarantee that Avoylo itself owes the loss amount.

36. Carrier Damage After Acceptance

Where a carrier accepts a Parcel and damage occurs in transit, Avoylo may facilitate or support the applicable carrier damage process.

The Seller may be required to provide:

The applicable carrier's own rules may affect eligibility, documentation, deadlines, and recovery amount.

37. Delivery Dispute

A customer or Seller may report that a shipment was not received despite a carrier delivery event.

Avoylo may review:

A carrier Delivered event is evidence, not an automatic guarantee that every customer delivery dispute is invalid.

The applicable Seller-customer refund decision remains the Seller's responsibility unless a separate Avoylo service expressly provides otherwise.

38. Return Exceptions

Where an authorized return is routed through Avoylo, an Incident may be created if:

A returned item does not automatically become normal STORED inventory.

39. Host Unreachable

A Seller may report a Host unreachable issue only where the supported workflow permits it.

Avoylo may verify:

A Host-unreachable Incident does not automatically mean inventory is lost.

Avoylo may stop new assignments, attempt contact, reroute future work, or begin transfer/recovery planning where appropriate.

40. Seller Unreachable

If Avoylo or a Host cannot obtain required Seller instructions for a material inventory issue:

41. Fulfillment Blocked

A FULFILLMENT_BLOCKED Incident may be used where an order cannot proceed because of a material operational issue such as:

The order remains blocked until Avoylo records an authorized resolution.

42. Claim Value Evidence

Where a Claim requires product-value evidence, Avoylo may request documents such as:

The amount a customer paid is not automatically the amount recoverable under every Claim.

The applicable recovery basis may depend on the specific Avoylo, carrier, insurer, or service terms.

43. No Automatic Retail-Price Reimbursement

Unless an applicable binding protection or carrier policy expressly states otherwise, a Claim should not be assumed to reimburse:

merely because the Seller requested it.

The applicable remedy basis must come from the governing Claims, carrier, insurance, or contract terms.

44. Claim Amount Cannot Exceed Supported Loss Basis

A Claimant must not seek duplicate recovery for the same underlying loss.

Where multiple sources may provide recovery, such as:

Avoylo may require information reasonably necessary to prevent duplicate compensation.

Any coordination of recovery rights beyond this operational principle is governed by the applicable agreements and law.

45. Duplicate Claims

Avoylo may detect and consolidate duplicate Claims relating to the same event.

Submitting the same Claim repeatedly does not create multiple entitlements.

Where two Claims concern the same underlying event but different affected Parcels or charges, Avoylo may keep them separate where operationally appropriate.

46. Claim Review Status

A Claim may use statuses such as:

These labels are operational and may differ internally.

A Claim may remain open after the related Incident is resolved.

47. Requests for Additional Information

If more information is reasonably necessary, Avoylo may request additional evidence from the Claimant.

The request should identify, where practical:

If the Claimant does not provide reasonably requested information within the applicable period, Avoylo may decide the Claim on the available record or close it where the governing terms permit.

48. Independent Third-Party Processes

Some Claims depend on a third party, such as:

Avoylo may not control that third party's response time, evidence requirements, claim deadline, approval standard, or final recovery amount.

Avoylo should not represent a third-party Claim as approved until sufficient provider confirmation exists.

49. Carrier Claim Facilitation

Where Avoylo purchased or manages the shipping label, Avoylo may facilitate the carrier claim process.

Where the Seller purchased or controls the carrier relationship, Avoylo may require the Seller to submit or participate in the carrier claim.

The Seller and Host must provide reasonably available operational evidence needed for a supported carrier claim.

Avoylo may not be able to recover from a carrier where carrier rules exclude the item, packaging, service, route, value, or event.

50. Claims Involving Prohibited or Misdeclared Goods

A Claim may be denied or limited where the affected loss, damage, carrier refusal, safety event, or other problem materially arose from:

The exact financial consequence is governed by the applicable agreement and Claim terms.

A prohibited-item violation does not authorize a Host to keep or dispose of Seller inventory.

51. Claims Involving Host Rule Violations

A Host Incident may trigger additional review where evidence indicates intentional or serious Host misconduct such as:

Any Host earning adjustment, payout hold, recovery, suspension, or other consequence is governed by the Host Earnings & Payout Terms and applicable agreements.

52. Claims Involving Seller Rule Violations

A Seller Incident may trigger additional review where evidence indicates intentional or serious Seller misconduct such as:

Any billing, suspension, recovery, or other consequence is governed by the applicable Seller agreement and Billing & Payment Terms.

53. No Presumption From Physical Custody Alone

Physical custody is relevant evidence but does not automatically resolve every loss or damage Claim.

For example:

Avoylo may review the full custody and evidence chain before deciding a Claim.

54. No Presumption From Tracking Alone

Tracking is important evidence but is not infallible.

A scan may be delayed, incorrect, missing, duplicated, or later corrected.

Avoylo may reconcile authoritative state after receiving better provider evidence.

A tracking anomaly does not authorize a user to create false operational events merely to make the system match an expectation.

55. Operational Corrections

Where an investigation shows that an operational record is incorrect, Avoylo should correct it through an auditable process.

A correction should preserve, where reasonably practical:

A correction must not silently rewrite historical custody or financial records where an auditable correction is reasonably possible.

56. Financial Corrections

Where an approved Incident or Claim requires a Seller or Host financial correction, Avoylo may create:

Financial corrections must follow the applicable Billing & Payment Terms, Host Earnings & Payout Terms, and immutable financial-record rules.

An Incident status change alone must not silently mutate historical financial entries.

57. Provisional Credits

Avoylo may, where expressly permitted, issue a provisional credit before final Claim closure.

A provisional credit:

Avoylo is not required to provide provisional credit for every Claim.

58. Final Claim Determination

A final Claim determination should identify, where applicable:

The determination may rely on provider rules or policy limitations that are separate from operational fault.

59. Partial Approval

A Claim may be partially approved where only part of the requested remedy is supported.

Examples may include:

Avoylo should not be forced into an all-or-nothing determination where the evidence supports a narrower result.

60. Claim Denial

A Claim may be denied for reasons including:

Where practical, a denial should identify the principal reason.

61. Request for Review

Avoylo may provide a process for the Claimant to request a second review of a denied or partially approved Claim.

A review request should identify:

A review request is not a guarantee that the original determination will change.

The applicable review period will be stated in the final Claim process before public launch.

62. Finality and External Rights

Avoylo's internal Claim process does not eliminate rights or remedies that cannot lawfully be waived.

Any binding dispute-resolution, arbitration, court, limitation-of-liability, indemnity, or other legal provisions belong in the applicable Terms of Service or agreements rather than this operational Policy.

63. Claim Communications

Claim communications should occur through Avoylo's designated support, app, or Claim interface where available.

A Seller should not pressure or harass a Host for direct payment.

A Host should not negotiate private compensation with a Seller to hide an Incident.

Off-platform settlement of an Avoylo Incident may interfere with records and must not be used to falsify or conceal operational history.

64. Privacy in Incident Handling

Incident and Claim records may contain sensitive information such as:

Avoylo should expose only the information reasonably necessary to the relevant party.

A Seller does not automatically receive unrestricted Host private information merely because a Claim exists.

A Host does not automatically receive unrestricted Seller or customer information merely because a Claim exists.

65. Security Footage

Where a Host has CCTV or other security footage and the footage may materially relate to an Incident, Avoylo may request preservation or a relevant excerpt where lawful.

The Host is not required by this Policy to maintain CCTV unless the applicable service or Host profile requires it.

The Host must comply with applicable recording and privacy law.

Avoylo may use a narrow excerpt rather than requiring unrelated footage where practical.

66. Law Enforcement Requests

Where theft, fraud, dangerous goods, or another serious event may involve law enforcement, Avoylo may cooperate with a valid legal request or report an event where required or permitted by law.

A police report is evidence and does not by itself determine Avoylo's Claim obligation.

67. Emergency and Safety Incidents

A safety Incident may be resolved operationally before a financial Claim is considered.

Human safety has priority over:

No user is required to enter a dangerous location or handle an unsafe Parcel merely to improve a Claim record.

68. Claim Fraud Review

Avoylo may use fraud-prevention measures to identify suspicious Claim patterns, including:

Fraud review should not be treated as a presumption that a user is guilty of misconduct.

69. Account Restrictions During Serious Investigation

Where reasonably necessary to protect users, inventory, funds, or evidence, Avoylo may temporarily restrict affected functionality during a serious Incident or Claim investigation.

The restriction may apply to:

Any payment or payout hold must follow the applicable financial terms and law.

70. Preservation of Existing Inventory During Investigation

An investigation does not automatically authorize inventory disposal.

Existing inventory should remain in the appropriate safe custody state unless an authorized transfer, return, removal, quarantine, carrier handoff, or other disposition occurs.

The Host must not use, sell, discard, or donate inventory merely because a Claim is open.

71. No Double Financial Event From Retry

Retries, repeated scans, repeated uploads, or repeated Incident submissions must not create duplicate financial remedies for the same underlying event.

Where Avoylo supports idempotency, the original result should be returned or reconciled.

72. Carrier Recovery and Avoylo Adjustment

Where a carrier later pays a Claim after Avoylo has already issued a related provisional or final credit, Avoylo may reconcile the financial records as allowed by the applicable agreements to prevent duplicate recovery.

The Claimant may be required to provide carrier recovery information where relevant.

73. Recovered Inventory

If inventory previously treated as missing or lost is later found:

74. Recovered Shipment After Carrier Loss Claim

If a carrier later delivers or returns a shipment after a loss Claim has been filed or paid, Avoylo and the Seller may need to update the carrier Claim or financial records.

The Seller must not knowingly retain duplicate recovery where the applicable terms require reconciliation.

75. Wrong Delivery or Misdelivery Recovery

Where a Parcel is delivered to an incorrect address or recipient:

76. Customer Refunds Are Separate

A Seller's decision to refund its customer does not automatically create a matching Avoylo Claim.

Seller-to-customer refunds are governed by the Seller's own retail relationship.

An Avoylo Claim depends on whether an eligible Avoylo, Host, carrier, or protection event occurred under the applicable policy.

77. Chargebacks Are Separate

A customer payment chargeback against the Seller is not automatically an Avoylo fulfillment Claim.

Payment disputes involving Avoylo's own Seller billing are governed by the Billing & Payment Terms and payment-provider process.

Operational evidence may still be relevant to a Seller's separate customer-payment dispute.

78. Taxes, Duties, and Customs Claims

Tax, customs, duty, tariff, seizure, import, or export disputes are not ordinary Parcel loss or damage Claims unless an applicable service expressly provides a remedy.

The Seller remains responsible for applicable cross-border responsibilities assigned to it by law and the governing service terms.

79. No Automatic Coverage for Delay

Delay alone does not create a reimbursement right unless an applicable service-level, carrier, or protection policy expressly provides a delay remedy.

An Incident may still be opened to resolve or investigate the delay.

80. No Automatic Coverage for Lost Profit

Unless an applicable binding policy expressly says otherwise, a Claim does not automatically include lost profit, lost opportunity, lost advertising spend, reputational harm, or another indirect business loss.

Any limitation or exclusion of legal damages is governed by the applicable agreements rather than this Policy.

81. No Automatic Coverage for Unsupported Services

A Claim may be denied where the loss arose from a service Avoylo did not authorize, including:

82. Record Retention

Avoylo may retain Incident and Claim records for a period appropriate to:

Specific retention periods are governed by the Privacy Policy, applicable law, and Avoylo's data-retention schedule.

83. Policy Versioning

Avoylo may update this Policy from time to time.

Each published version should identify its effective date or last-updated date.

Where legally required or contractually promised, Avoylo will provide appropriate notice before a material change becomes effective.

A Claim is generally evaluated under the policy, carrier rule, service term, or agreement applicable to the relevant event, subject to any legally required later rule.

84. Related Policies and Contact

This Claims & Incident Policy should be read together with:

Operational Incident Support: [TBD] Claims Contact: [TBD] Safety / Emergency Escalation: [TBD] Legal Contact: [TBD] Company Legal Name: [TBD] Business Address: [TBD]