Loss, Damage & Compensation FAQ

No. Each Carrier has different claim procedures, compensation methods, liability limits, and applicable terms.

The value stated on an invoice, Waybill/AWB, or declared value does not automatically become the compensation amount. Every claim is subject to investigation and approval under the terms of the Carrier handling the shipment.

If loss or damage occurs after the Shipment has been handed over to the Carrier, the investigation, approval or rejection of the claim, and the compensation amount are determined in accordance with the policy of the Carrier handling the shipment.

UKURIR will assist with claim submission, supporting documents, communication, and follow-up. However, the final claim decision remains under the authority of the Carrier.

No. If the Carrier approves compensation below the invoice value, declared value, or value of the Shipment, UKURIR is not obligated to pay, supplement, or cover the difference.

A Carrier's approval, rejection, or compensation decision does not transfer the obligation to pay any shortfall to UKURIR.

Compensation limits depend on the Carrier and service used. The following policies apply to Carrier services available through UKURIR:

Note: Carrier policies and compensation limits may change. The terms applicable to the specific Carrier service at the time of shipment will apply.

Goorita Send calculation example:

• 4 kg × IDR 200,000 = IDR 800,000. The maximum compensation under this calculation is IDR 800,000.
• 30 kg × IDR 200,000 = IDR 6,000,000. Because Goorita Send has a maximum limit of IDR 5,000,000, the maximum compensation is IDR 5,000,000.

If loss and/or damage is proven to have been directly caused by UKURIR's error or negligence while the Shipment is still in UKURIR's custody and before handover to the Carrier, UKURIR's liability is limited to direct loss of or damage to the Shipment as follows:

1. Domestic Shipments in Indonesia: 10 (ten) times the shipping charge, subject to a maximum of IDR 1,000,000 per Shipment and not exceeding the proven value of the Shipment;
2. Domestic Shipments in other countries: subject to the UKURIR liability limit applicable in the country where the domestic service is provided and not exceeding the proven value of the Shipment; and
3. International Shipments: a maximum of USD 100 per Shipment or the proven value of the Shipment, whichever is lower.

These limits apply only where the loss and/or damage occurs while the Shipment remains in UKURIR's custody and before handover to the Carrier. They are not additional, supplementary, or shortfall payments in respect of compensation paid or determined by a Carrier.

No. Every claim is subject to investigation. The Carrier may approve the claim in full, approve it partially, or reject it in accordance with the applicable terms and conditions. UKURIR cannot guarantee claim approval.

Requirements may vary by Carrier and claim type.

• For damage claims: supporting evidence generally includes the Waybill/AWB, invoice or proof of value, proof of payment, an unboxing video recorded from when the package is still fully closed, throughout the opening process, until the condition of the goods is clearly visible, photographs of the packaging before and during opening, photographs of any damaged packaging and goods, and any additional documents requested by the Carrier. If the packaging is dented, torn, wet, punctured, open, has a broken seal, or shows any other indication of damage at delivery, the condition must be documented before and during opening. The damaged packaging and goods should be retained during the investigation.

• For loss claims: supporting documents generally include the Waybill/AWB, invoice or proof of shipment value, proof of payment, and any additional documents requested by the Carrier. Incomplete evidence or documentation may result in a claim not being processed or being rejected.

• For Shipment damage: a claim must be reported no later than 1 × 24 hours after the Shipment is received, together with supporting evidence, particularly the unboxing video, photographs of the packaging before and during opening, and photographs of the damaged goods.
• For a lost Shipment: a claim must be reported no later than 14 (fourteen) calendar days from the date the Shipment should have been delivered based on the applicable estimated or scheduled delivery date.

If a Carrier imposes a shorter claim deadline, the Carrier's deadline will apply. Claims submitted after the applicable deadline or without the required evidence and documentation may not be processed or may be rejected.

No. If loss or damage occurs after the Shipment has been handed over to the Carrier, compensation is subject to the Carrier's investigation, applicable terms, and liability limits.

UKURIR will provide reasonable assistance with claim submission and follow-up, but UKURIR is not obligated to reimburse the full value of the Shipment or pay the difference between the value of the Shipment and the compensation approved by the Carrier.

No. Compensation is limited to direct loss and/or damage to the Shipment, subject to the applicable liability limits. It does not include loss of profit or revenue, lost sales or business opportunities, loss of customers or contracts, contractual fines or penalties owed to third parties, loss of reputation, loss of use or economic benefit, or any other indirect or consequential loss.

Deterioration or changes resulting from the inherent nature of the goods, expiration, changes in taste, aroma, color, texture, form or function, shrinkage, leakage, temperature, humidity, or similar conditions are not automatically treated as compensable damage. Each claim remains subject to investigation to determine the cause.

Where available for the Carrier and service used, the Shipper may purchase insurance, declared value protection, or other additional protection before the shipment is processed. Coverage value, premium, deductible, covered risks, exclusions, claim procedure, and payment are subject to the terms of the relevant protection or insurer.