Argo Claims Policy

Version 1.0 · Effective October 1, 2026

This Claims Policy states how to submit and how Argo administers claims under Section 4 of Argo’s Terms and Conditions (the “T&Cs”). It is one of the Policies incorporated by reference into the Agreement. This Policy states procedure only: it does not modify the limits of liability, the maximums, the measures of recovery, or the deadlines stated in the T&Cs or in an Order, and where it conflicts with either, the T&Cs or the Order controls.

1. WHAT THIS POLICY COVERS

Claims fall into two tracks, and they work differently.

Argo claims are claims that Argo caused the loss or error: product lost, stolen, or damaged in Argo’s possession, an order picked or packed incorrectly, an inventory variance, or a compliance chargeback caused by Argo’s execution. Argo decides these against its own scan, pick, packing, receiving, and cycle-count records, so Partner supplies very little: the order or SKU, what happened, and in most cases a photograph. Argo decides them and applies the remedy itself.

Carrier claims are claims that a package was lost or damaged after Argo tendered it to a carrier. The carrier decides these, not Argo, and the carrier sets the documentation, the deadlines, and the outcome. Argo files and pursues the claim for Partner, but the documentation package described in Section 3B is set by the carrier and Argo cannot waive any part of it. Recovery is limited to what the carrier actually pays.

This Policy applies to five kinds of claims: loss, theft, or damage to product while in Argo’s possession (T&Cs Section 4.2); loss or damage in a carrier’s possession (T&Cs Section 4.3); an order picked or packed in error by Argo (T&Cs Section 4.5); inventory variance reported from a cycle count or at removal (T&Cs Sections 5.1 and 10.7); and a retailer or marketplace compliance chargeback caused by Argo’s execution error (T&Cs Section 4.7).

2. HOW TO SUBMIT A CLAIM

Submit claims in the manner Argo designates, which may include a claims form in the Argo Portal or electronic mail to claims@argoshipping.com, identifying the claim type. Every claim must state the affected order, shipment, or SKU, the units and quantities involved, the date of the loss event or shipment, and the basis of the claim, together with the documentation described in Section 3A or 3B. A claim missing those items cannot be processed until they are provided. There is no minimum claim amount.

Deadlines. A claim must be filed within sixty (60) days from the date of the loss event or, for in-transit claims, from the date the carrier accepted the shipment. Where a loss of Goods in Argo’s possession is first evidenced by a cycle-count or inventory report Argo posts in the Argo Portal, that sixty (60) day period runs from the date the report is posted, and in no case may a claim be filed more than sixty (60) days after the loss event. A carrier’s own filing deadline may be shorter than sixty (60) days and controls whether a carrier claim can be filed at all. Inventory variance from a cycle count must be reported within thirty (30) days after the report is posted; variance at removal within thirty (30) days after the final inventory report is delivered. Only one claim may be made per shipment, and settlement of a claim resolves all loss or damage associated with that shipment.

3. DOCUMENTATION

The documentation required depends on which track the claim falls into. Section 3A states what Argo needs for an Argo claim and Section 3B states what the carriers require for a carrier claim. Argo will identify what is required, and a claim may be closed if the requested documentation is not provided within a reasonable period after the request.

3A. DOCUMENTATION: ARGO CLAIMS

Argo decides Argo claims against its own records, so Partner’s documentation burden is limited. For an order picked or packed incorrectly, provide the order number and a photograph of the items as received by the end customer. For product lost, stolen, or damaged in Argo’s possession, provide the SKU and quantity and, where the loss is one Partner identified rather than Argo, how Partner identified it. For an inventory variance, provide the SKU, the quantity, and the cycle-count or final inventory report relied on. For a compliance chargeback, provide the retailer’s chargeback documentation and the routing guide or vendor requirement in effect for the shipment.

Where the Replacement Cost recorded on the SKU record is missing or cannot be substantiated, Argo will request documentation of the actual cost to replace the unit from its manufacturer or supplier, which may be a supplier invoice or purchase order. T&Cs Section 4.2 states the period for providing it and the consequence of not doing so.

3B. DOCUMENTATION: CARRIER CLAIMS

Carriers set the documentation for a carrier claim, and a claim cannot be filed without it. Depending on the carrier and whether the package was lost or damaged, the package will ordinarily include: the tracking number and the carrier’s claim or case number; the commercial invoice or purchase order establishing the cost of the contents; the order record from Partner’s sales channel showing what the end customer bought and paid; a signed statement or affidavit of non-receipt from the recipient, on the carrier’s form where it requires one; the shipment weight and dimensions as tendered; and, for a damage claim, photographs of the outer packaging, the interior packaging, and the damaged product.

For a damage claim, Partner or the recipient must retain the damaged product and all packaging until the claim is finally resolved, and must make them available for carrier inspection on request. Discarding damaged goods or packaging before a claim closes is the most common reason carriers deny damage claims, and Argo cannot recover on a claim the carrier denies for that reason.

Carriers also impose waiting periods before a lost-package claim may be filed and firm deadlines after which no claim may be filed at all, and those periods vary by carrier and service. Argo will identify the applicable requirements when Partner requests filing. These are the carrier’s requirements and not Argo’s; Argo cannot waive any of them, and a claim Argo cannot file for missing documentation produces no recovery under T&Cs Section 4.3.

4. CLAIMS FOR PRODUCT IN ARGO’S POSSESSION

Argo acknowledges each properly submitted claim, investigates it against its receiving, inventory, and handling records, and notifies Partner of its determination. Where the claim is approved, Argo reimburses Partner in the amount determined under T&Cs Section 4.2, based on the Replacement Cost recorded on the SKU record at the time of the loss. Where no Replacement Cost was recorded, Argo will notify Partner, and Partner has thirty (30) days after that notice to record the value and substantiate it by documentation of the actual cost to replace the unit from its manufacturer or supplier. Argo then reimburses at the lesser of the substantiated amount and the per-unit limit. Where Partner does not record and substantiate the value within that period, the claim is closed, as T&Cs Section 4.2 provides.

5. CARRIER CLAIMS

Where the service on which a package moved offers a claims process, Argo will file a claim with the carrier on Partner’s written request and pursue it in good faith, subject to the carrier’s deadlines, documentation requirements, and procedures. Argo will file within ten (10) Business Days after receiving the request together with the documentation the carrier requires, and will make the status of each open claim visible to Partner in the Argo Portal.

Argo’s obligation is to file and pursue, not to achieve a recovery. Carriers deny or decline a substantial majority of loss and damage claims, approval rates vary by carrier and service, and a filed claim frequently results in no recovery. Payment to Partner occurs only if and when Argo receives payment from the carrier, and Argo passes such amounts through within a reasonable period after receipt. Argo Economy shipments carry no claims process and no claim can be filed on them.

If Argo does not pursue a claim. Where Argo declines to file, to appeal further, or to continue pursuing a claim, Argo will on Partner’s written request and at Partner’s expense assign to Partner any claim Argo holds against the carrier for that shipment to the extent the carrier’s terms permit assignment, and will provide the shipment records reasonably necessary for Partner to pursue it. An assignment creates no obligation of payment by Argo and does not make Argo a party to the claim.

Packages showing delivery. Where the carrier’s tracking scan, delivery record, geolocation data, or photographic evidence indicates delivery to the correct address, Argo relies on that evidence and has no obligation as to that package. Argo will submit an inquiry to the carrier on written request; the outcome creates no obligation of payment by Argo.

6. ORDER ACCURACY REPORTS

Report an asserted picking or packing error in writing within sixty (60) days of the shipment date, identifying the affected order and describing what was received relative to what was ordered. Argo reviews the report against its pick verification records, packing records, and the applicable SKU record, and notifies Partner of its determination. Whether an Argo Fulfillment Error occurred is determined in Argo’s reasonable discretion based on those records. Where Argo confirms an error, Argo elects one remedy and not both, as provided in T&Cs Section 4.5.

Re-shipment. Argo ships the correct item to the end customer and absorbs the fulfillment, packaging, and shipping charges for that corrective shipment, without charging and then crediting them, and identifies the adjustment on the applicable invoice or in the claim record so Partner can see it was absorbed.

Credit. Where Argo issues a credit instead of re-shipping, the credit is calculated under T&Cs Section 4.5 and applied to Partner’s next invoice, and Partner arranges any replacement shipment itself at its own cost.

Presentation. Unless Partner’s Order provides otherwise, absorbed charges are shown as zero-rated lines and credits are shown as credit lines. Argo does not both credit a charge and re-bill it.

7. INVENTORY VARIANCE

Report a suspected variance within thirty (30) days after the cycle-count report on which it is based is posted, identifying the SKU, the quantity, and the count relied on. Variance at removal must be reported within thirty (30) days after the final inventory report is delivered and supported by dated, unit-level receiving records from the receiving party. Argo may inspect the Goods and the relevant records before issuing any credit. Amounts for which Argo is responsible are credited as provided in T&Cs Sections 5.3 and 10.7.

8. DETERMINATIONS AND PAYMENT

Argo acknowledges every properly submitted claim and notifies Partner of its determination. Argo aims to determine a claim within fifteen (15) Business Days after the claim and any required documentation are complete, and will tell Partner where a claim requires longer. A carrier claim is posted when Argo files it and updated as the carrier responds; the carrier’s timeline governs the outcome.

Remedies by claim type. An approved warehouse loss claim is paid as a reimbursement. An order accuracy claim is remedied under Section 6 of this Policy. An inventory variance and a compliance chargeback are issued as credits against fees for Argo Services. A carrier recovery is passed through when and if Argo receives it.

Payment and presentation. Argo applies an approved amount to Partner’s next invoice, or pays it as a reimbursement where the T&Cs so provide, and Partner need not request it. Argo does not both credit a charge and re-bill it. A denied claim is posted with the reason and the records Argo relied on. There is no minimum claim amount and nothing is deducted from an approved claim.

Repeated unsubstantiated claims. Where Partner’s claims are repeatedly unsubstantiated by Argo’s records, Argo may require Partner to furnish supporting documentation before a claim is processed. Argo will tell Partner when it applies this requirement and will remove it once submissions return to normal. Where a claim satisfies the conditions stated in T&Cs Section 4, Argo determines and pays it accordingly. As to any other claim, Argo may grant or deny it at its sole discretion, and may consider an exception case by case; any exception is a one-time accommodation that applies only to the claim for which it is granted, does not modify the Agreement, does not establish a course of dealing, and creates no obligation as to any other claim.

9. CONTACT

Submit claims and questions to your Argo Partner Success representative or to claims@argoshipping.com.