Resolution Centre SOP

PICKSPOT DISPUTE & CLAIMS POLICY

Effective: 13 February 2026Last updated: 13 February 2026

This Dispute & Claims Policy (the "Policy") governs the intake, evidence requirements, deadlines, escalation workflow, and remedies for disputes and claims concerning parcels routed to Agents via PickSpot's Services. This Policy is incorporated by reference into the PickSpot Terms of Service (Users), the PickSend Merchant Agreement, and the PickSpot Agent Platform Agreement.

Definitions (Policy only)

  • "Claim": A request for reimbursement, payout reversal, deposit deduction, or enforcement action arising from Loss, Damage, Wrong Release, Delay, or other Incident.
  • "Incident": Loss, Damage, theft, Wrong Release, refusal, closure, prohibited items, fraud, or similar events.
  • "Loss": Parcel cannot be located after relevant custody milestones.
  • "Wrong Release": Parcel released to a person not entitled to receive it, including bypassing OTP/QR controls.
  • "Resolution Centre": PickSpot's dispute workflow (in-app, web, and support).

Reporting deadlines

Strict; subject to mandatory law. Unless mandatory law requires longer:

  • Pickup experience issues: (closure/refusal/behaviour): within 24 hours of the event.
  • Wrong Release / OTP compromise: suspected: within 24 hours of discovery (immediately where possible).
  • Loss: after "Accepted / Checked-in" at an Agent: within 7 days of status update or discovery.
  • Damage: discovered at pickup: within 24 hours of pickup (or attempted pickup).
  • Merchant/courier dispatch issues: within 7 days of courier proof-of-delivery to Agent, or first failed delivery attempt.

Claims submitted outside deadlines may be closed as time-barred, subject to mandatory consumer protections.

Resolution Centre workflow and timelines

Stage 1— First-line resolution (0–48 hours)
  1. The reporting party must first contact the operational counterparty: Pickup issues → Agent; Transit issues → Courier and/or Merchant.
  2. Parties should attempt good faith resolution.
  3. Required response time expectation: within 24 hours.
Stage 2— Escalation to PickSpot (after 48 hours)

If unresolved after 48 hours (or earlier for serious events such as Wrong Release/theft), the reporting party may escalate to PickSpot.

PickSpot may:

  • Request evidence and set deadlines (typically 72 hours to supplement).
  • Apply a temporary hold on Agent payouts or reserves.
  • Initiate an audit or inspection.
Stage 3— Review and determination (typically 5–14 days)

PickSpot reviews:

  • System logs (scan events, OTP/QR verification, timestamps).
  • Communications and photos.
  • Courier tracking and proof-of-delivery.
  • Agent-provided evidence (CCTV, staff statements), where available and lawful.

PickSpot may issue:

  • Non-monetary remedies (warning/strike/probation/suspension/delisting).
  • Monetary actions (payout reversal, set-off, deposit deduction) pursuant to Agent Agreement and Merchant Agreement terms.
Stage 4— Appeal (one appeal; 7 days)

A party may appeal once within 7 days if new, material evidence is provided. PickSpot may uphold, modify, or reverse decisions. Final decisions are recorded.

Evidence checklist (minimum recommended)

Always

  • •Handle, parcel reference, Agent ID, date/time.
  • •Screenshots of relevant status screens.
  • •Description (concise timeline).

For transit disputes

  • • Courier tracking number.
  • • Courier proof-of-delivery (signed/scan or geo proof).

For damage

  • • Photos of exterior packaging and damage.
  • • If safe/lawful: interior photos.
  • • Proof of value (invoice/receipt) where claiming value.

For Wrong Release

  • • OTP/QR failure logs.
  • • Any suspicious communications.
  • • Agent release logs.

For Agent-specific issues

  • • Agent operating hours logs.
  • • Any chat/support interactions.
  • • CCTV (where available and lawful).

If evidence is materially incomplete after a supplement deadline, PickSpot may close the case as "insufficient evidence", subject to mandatory law.

Remedy matrix (operational allocation)

  • Before Agent acceptance scan: transit risk typically allocated to Merchant/Courier.
  • After Agent acceptance scan: custody risk typically allocated to Agent.
  • Wrong Release: presumptively Agent-fault unless evidence shows OTP compromise or fraud attributable to the claimant.
  • Prohibited items: sender responsibility; Agent must refuse where reasonably suspected and follow reporting rules.

Templates (copy-paste)

User → Agent (First-line)

"Hello, I'm reporting an issue with parcel [REF] for handle [HANDLE]. The issue is [SUMMARY]. Please respond within 24 hours so we can resolve it before escalation."

Merchant → Customer (Inactive handle)

"Your PickSpot handle [HANDLE] is currently inactive/unavailable for routing. Please activate/select a pickup point. Once active, reply with confirmation and we will dispatch."

PickSpot → Agent (Evidence request)

"Case [ID]: Please provide within 72 hours: acceptance scan logs, release logs (OTP/QR), staff statement(s), and any CCTV available and lawful. Payouts may be held pending review."