Worry-Free Purchase Protection

At iscooterglobal.eu we partner with Seel to offer you Worry-Free Purchase Protection, giving you peace of mind for every order.

How to Add Worry-Free Purchase 

You’ll see the Worry-Free Purchase option and its cost in the pop-up window after adding a product to your cart, as well as in your shopping cart. Simply select the “Worry-Free Purchase” option before completing your purchase. A small additional fee ensures your order is fully protected.

Cancelling and Refunding Purchase Protection

If you purchased Worry-Free Purchase protection with your order, Seel will send you a confirmation of your Worry-Free Purchase via email.

1. Within 24 hours, you can simply click the cancel link in the Worry-Free Purchase confirmation email.

2.After the 24 hours cancellation window has elapsed, Worry-Free Purchase protection will not be refundable. If your order has not yet shipped, please contact us at support@iscooterglobal.eu to request a special refund.

In what kind of conditions can I apply for the claim?

The situation listed below can be covered by the Worry-Free Purchase:

  • Lost in Transit:

1. I haven't received my packages even though it shows "Delivered".

2. My packages are stolen.

3. My packages were lost in transit.

4. I haven't received it for over 60 days.

  • Damage:

Item Damaged in Transit:  The products are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.

  • Delay:

Not delivered after the 30 days following order fulfillment are considered lost.

Where to apply for the claim?

  • 1. The Policy confirmation email sent by Seel

    If you need to file a claim, please checking the policy email from Seel. This email contains your policy ID and the covered items.

    Click on the "Report an issue" button in the email to access your claims center, then follow the instructions based on the specific issue you encountered.

  • 2. Seel Claim Portal

    If you are unable to open the link in the email, you can also visit https://resolution.seel.com, enter your email and order number or policy ID, and follow the instructions based on your specific issue. If you have any questions, please feel free to contact support@seel.com.

  • 3. Iscooter & Seel Claim Portal

    If you are unable to find the email or access the Seel Claim Portal, you can also visit the iScooter and Seel collaboration page at https://resolve.seel.com/iscooterglobaleu. Enter your email and order number or policy ID, and we will forward the information you submit to the Seel Claim Portal.

Consumer Authorization for Proxy Claims

In certain exceptional cases, you may authorize Iscooter to submit a claim on your behalf. To proceed, you must provide explicit written consent via email, clearly stating your request for Iscooter to handle the claim process.

The following documents and information must be included in the email:

  • Relevant supporting materials (e.g., photos, shipping confirmation, tracking information)
  • Accurate recipient details for the refund (e.g., PayPal account or banking information)

Please note:

Whether such authorization is accepted will depend on the specifics of each case and is subject to final review and approval.

What should I do after I applied for the claim?

Seel will process your application within 48 hours and if there is no response within that time, feel free to contact us via support@iscooterglobal.eu.

If the reported issue does qualify, a refund will be automatically sent to you in a prepaid credit card via email.

If the reported issue doesn’t qualify, an email will be sent to you to notify them of the denial and the reason.

Supporting docs required to qualify for a claim

Supporting docs required for a claim of damage:

When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of the damage. To file and qualify for a claim of damage, the following supporting documents are required:

1. Clear photo(s) of the carrier packaging and product package

2. Clear photo(s) of how the item(s) are damaged

The payout amount for damage is determined by the evaluation results, up to 100% of the purchased value, depending on how the damage affects the usability of the item(s). Note that damage in packaging without affecting the item(s) inside, and clear pre-shipment item defects are not covered. The supporting documents you provide will directly affect our evaluation. Please make sure to provide detailed evidence to facilitate your resolution process.

Supporting docs required for a claim of loss:

a. If the shipment is marked by the carrier "lost", or "delivery" scan 30 days after shipment, you don’t need to provide any additional proof.

b. If the shipment has shown a "delivery" scan, but was not received, we encourage you to look around in your neighborhood or mail hub first. If, however, you still can’t find your package, we might need one of the following as the supporting document to qualify for a claim of loss:

· Police report

· Security footage

· Carrier letter

· Written documentation from an authority/leasing office detailing

Supporting docs required for a claim of delay:

No supporting docs are required for a claim of delay. Such cases will be automatically judged based on the tracking info of your package's tracking number.

Time limit for issue reporting

For reporting an issue, please be aware of the following conditions and requirements:


· Issues of loss, where the package is “not delivered” as per the carrier's information, must be reported within 90 days after the order date. Case of “porch piracy”, however, where the package is “delivered” according to carrier but not received by customer, must be reported within 7 days from the time the carrier’s information is updated to “delivered”.
· Issues of damage, where the package is delivered, must be reported within 7 days from the time the carrier’s information is updated to “delivered”.
· Issues of delay, where the package is delivered, must not be reported sooner than 10 days after the order fulfillment date for domestic shipments and 30 days for international shipments.
· All issues must be reported within 90 days of the order date.

Additional Coverage Notes for Worry-Free Purchase 

To ensure transparency and manage expectations, please review the following scenarios and how Worry-Free Purchase (Shipping Protection) applies:

Multi-Package Shipments:

If your order is split into multiple packages and one gets lost or damaged, the coverage only applies to that specific package based on its value—not the full order.

Shipping Insurance Abuse: If a customer repeatedly makes false claims or intentionally damages items to get compensation, we may block their account, require strong proof like unboxing videos or police reports, and add them to a blacklist to prevent further abuse.

We also share suspicious activity with third-party platforms to help stop cross-platform fraud.

Refund Methods ：

Once your claim is approved, the refund will be issued to the payment information you provided during the claims process.

1. PayPal: Supports multi-currency transfers. Once your claim is approved, the refund will be processed within 1–2 business days.

2. Credit/Debit Card: After approval, the refund may take 7–8 business days to arrive. Thank you for your patience.

For more information, please visit Seel’s policy page: https://www.seel.com/terms/worry-free-purchase