Shipment Compensation Policy
Review Alrahwan Golden compensation procedures for shipment loss, damage or unusual delays, including documents, photographs and how to request a case review.
Alrahwan Golden Compensation Policy
Understand how we review loss, damage or exceptional delays, and which conditions and documents are needed to assess a compensation request fairly and systematically.
What is the purpose of the compensation policy?
This policy explains customers’ rights and responsibilities when an unexpected issue occurs during shipping, such as damage to part of the contents, a lost shipment or an unusual delay. It sets out how a problem is handled if one arises.
Acceptance or rejection of a compensation request depends on reviewing the shipment details, service type, packing condition, submitted documents, contents description, photographs before and after shipping, and any observations recorded at collection or delivery.
Checking shipment condition
We review the condition on delivery and compare it with collection and packing records.
Clear documents
Clear invoices, contents lists and photographs support a more accurate and timely review.
Fair assessment
The case is assessed against the service terms, shipment contents and compliance with packing guidance.
A defined review process
A formal review request is opened and followed through to a final response based on the available information.
When can you submit a compensation request?
Customers may request a review or compensation for a documented shipment issue, provided it is reported within a reasonable period after delivery and supported by evidence.
- Complete loss after confirmed entry into the shipping system.
- Clear damage to part of the contents during transport.
- Fewer cartons or items than recorded in the documentation.
- Exceptional delays unrelated to customs or circumstances beyond control.
- A delivery or routing error requiring a formal review.
Common cases and how they are reviewed
| Case | What should the customer provide? | Review process |
|---|---|---|
| Partial damage | Clear damage photographs, packing photographs, shipment number and item description. | Assess the cause of damage and whether packing was suitable for the contents. |
| Lost shipment | Tracking number, collection receipt, contents list and shipment value if available. | Review movement, delivery, warehouse and transport records. |
| Missing contents | Packing list, carton count and collection and delivery photographs. | Compare the recorded quantities with the items collected and delivered. |
| Unusual delay | Shipment number, collection date, destination and transport method. | Review whether the delay is operational, customs-related or caused by external circumstances. |
Documents needed for a compensation request
Shipment number
The tracking or order number that identifies the shipment.
Collection receipt
Official evidence that the shipment was collected from the customer.
Contents list
Descriptions and quantities of the items or cartons.
Clear photographs
Photographs of the shipment, packing and any damage or shortages when received.
Circumstances that may not qualify for compensation
Some cases cannot be approved or require special review, particularly where damage falls outside the shipping company’s responsibility or results from not following preparation instructions.
Inadequate packing
Fragile contents that were not packed with sufficient protection.
Prohibited items
Shipments containing prohibited or unauthorised contents.
Inaccurate information
Concealed contents or incorrect descriptions may affect acceptance of the request.
External circumstances
Such as customs decisions, delays caused by official authorities, disasters or closures.
How to submit a compensation request
- Contact customer service and provide the shipment number.
- Explain the issue clearly: damage, loss, shortage or delay.
- Send the required photographs and documents.
- An internal review of the case and shipment records is opened.
- The customer is informed of the outcome and available action.
Frequently asked questions about compensation
Is every instance of shipment damage compensated?
Not necessarily. Each case is assessed according to the cause, packing, contents and available documents.
What is most important when requesting compensation?
The shipment number, clear photographs of the issue and a contents list are among the most useful information for reviewing a request.
Does compensation cover customs delays?
Delays caused by customs or official authorities generally fall outside the shipping company’s responsibility because they are beyond its operational control.
Can prohibited items be compensated?
No. Prohibited or unauthorised items do not qualify for compensation and may be confiscated or refused under the applicable rules.
When should I report a problem?
Report it as soon as you receive the shipment and before disposing of the packing. Photographs and the original packing help assess the case.
Is there a problem with your shipment?
Send the shipment number and describe the issue. We will help open an organised review under the compensation policy.
Request a quotation for your shipment
Share the collection city, destination and cargo details to discuss suitable transport and pricing.