> For the complete documentation index, see [llms.txt](https://pickupp.gitbook.io/delivery+/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://pickupp.gitbook.io/delivery+/loss-damage-order-compensation.md). # Loss/Damage Order Compensation * Loss and damage claim for non-perishable parcels up to a maximum of HK$1,000 per order. * Any lost and damage event shall be reported by the Merchant to Pickupp within fourteen (14) days after delivered date stated on system by email. Pickupp will conduct a thorough investigation and submit a written investigation report to the Merchant within fourteen (14) days stating the responsible party behind the incident. * The Merchant can file a dispute of the report by sending in further supporting document within fourteen (14) days. * Pickupp will reinitiate the investigation process and submit a secondary report within fourteen (14) days. * If Pickupp is identified as the sole responsible party, the Merchant can issue an invoice for such parcel based on the declared value and the payment will be settled by Pickupp within thirty (30) days in full, no net off of any-kind is approved under any circumstance. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://pickupp.gitbook.io/delivery+/loss-damage-order-compensation.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.