Evidence & Claims Policy

1. Purpose of This Policy

This Policy establishes:

• what evidence is required for a claim
• how COMCA evaluates claims
• what constitutes acceptable proof
• timeframes for submitting claims
• how COMCA’s intake records are used

This ensures fairness, protects against fraudulent claims, and maintains operational integrity.

2. Definitions

Terms defined in the COMCA Master Terms & Conditions have the same meaning in this Policy.

“Claim” means any request for compensation relating to loss, damage, or discrepancy.

“Evidence” means the documentation, media, and records required to assess a claim.

“Intake Records” means COMCA’s photos, scans, logs, weights, and video captured during intake.

3. When a Claim Can Be Made

A claim may be submitted where you believe:

• an item is missing from intake
• an item was damaged while in COMCA’s custody
• an item was incorrectly processed
• an insured shipment was lost or damaged
• a discrepancy exists between your manifest and COMCA’s intake records

Claims relating to marketplace transactions are handled under the Returns, Refunds & Chargeback Policy.

4. Timeframes for Submitting Claims

4.1 Claims must be submitted within:

• 3 business days of COMCA notifying you of intake discrepancies
• 7 days of receiving a shipment from COMCA
• 7 days of discovering an issue relating to stored items

4.2 Claims submitted outside these timeframes may be denied unless required under the ACL.

5. Required Evidence

To assess a claim, COMCA requires clear, complete, and uninterrupted evidence. Where reasonably available, you must provide:

• shipping receipt or carrier confirmation
• uninterrupted video of packing or unsealing
• clear photos of contents and packaging
• a copy of the submitted manifest
• any relevant communication or documentation

Failure to provide required evidence may result in denial of the claim.

6. COMCA’s Intake Records

6.1 COMCA may rely on:

• intake photos
• weight logs
• CCTV footage
• fulfilment logs
• handling records
• storage movement logs

6.2 These records constitute prima facie evidence of:

• item quantity
• item identity
• item condition
• packaging condition
• completeness of shipment

unless you demonstrate a clear error.

7. Evaluation of Claims

COMCA evaluates claims based on:

• evidence provided by you
• COMCA’s intake records
• warehouse logs
• carrier tracking data
• insurance status
• applicable Policies

Claims may be approved, partially approved, or denied.

8. Reasons a Claim May Be Denied

A claim may be denied where:

• evidence is incomplete or inconsistent
• Declared Value is materially inaccurate
• the item was counterfeit or prohibited
• the loss occurred outside COMCA’s custody and uninsured shipping was selected
• the manifest was incomplete or incorrect
• the claim contradicts COMCA’s intake records
• the claim is fraudulent or abusive

9. Compensation & Limits

9.1 Compensation is governed by:

• the Insurance & Declared Value Policy
• the Master Terms & Conditions
• the ACL

9.2 For uninsured items, compensation is limited to the lesser of:

• the Declared Value; or
• AUD $100 per item

unless required otherwise by the ACL.

9.3 For insured items, compensation is limited to the insured value.

10. Fraudulent or Abusive Claims

10.1 COMCA may suspend or terminate accounts where:

• fabricated evidence is submitted
• manifests are intentionally inaccurate
• repeated unsupported claims are made
• chargebacks are used to circumvent this Policy

10.2 Fraudulent claims may be referred to law enforcement.

11. Carrier-Related Claims

11.1 If a carrier loses or damages a shipment:

• insured shipments follow the carrier’s insurance process
• uninsured shipments are at your risk

11.2 COMCA may assist with carrier claims but is not responsible for carrier decisions.

12. Changes to This Policy

12.1 COMCA may update this Policy by posting a new version on the website.

12.2 Continued use of the Services constitutes acceptance of the updated Policy.