This version was updated on Sep 19, 2025 00:41:41 (PST) and became effective from  Sep 25, 2025 00:41:41 (PST).

1. Definition of Service
The "Order Delivered But Not Received Protection Service" is a compensatory, fee-based, value-added service by Doba. It applies to instances where the logistics status shows "Delivered," but the end customer reports non-receipt of the package.
Retailers have the option to purchase this service at the time of ordering on Doba.com, for which a service fee is payable. Suppose an order is marked as delivered but the end customer reports it as not received, and the claim meets the eligibility criteria for compensation. In that case, Doba will provide the Retailer with the appropriate reimbursement. This service is designed to mitigate the Retailer's business losses due to delivery disputes and to enhance post-sale service capabilities.

2. Service Coverage
This protection service is exclusively available for orders that are not for self-pickup; it is inapplicable to orders intended for self-collection.
The service covers any of the following scenarios:
- The tracking information states "Delivered," yet the end consumer claims the package was not received.
- The end consumer reports the package as lost, wrongly delivered, or stolen.

3. Service Purchase
Retailers can opt to purchase this service with its associated fee during the order process on Doba.com. Upon selecting the service, the order page will automatically calculate and display the service fee, which will be incorporated into the total order cost. The service fee will be paid concurrently with the order payment.
Service Fee Rate: 2% of the order total (sum of product sales and shipping fees).
Eligibility for Purchase: Orders with a total of $300.00 or less are eligible.
Doba reserves the right to suspend or terminate this service for Retailers whose claim rate is consistently higher than average, with advance notice provided.

4. Compensation Guidelines
Claim Deadline:
Claims must be lodged within 30 calendar days from the date of successful delivery. No claims can be made from the 31st calendar day onwards.
Compensation Value:
Full reimbursement of the paid order amount (sum of product cost plus shipping fee).
Compensation Method:
Refunds will be returned via the original payment method. If Doba verifies that the original payment method is no longer valid, the refund will be credited to the Retailer's PrePay account. The PrePay balance can be used to pay for other orders or can be withdrawn to another financial account of the Retailer using the standard withdrawal procedure.
Qualifying Conditions:
The end consumer claims that despite the order being marked as delivered, it was not received. The Retailer must provide evidentiary support as detailed in Section 5, and the claim must pass Doba's review process.

5. Claim Submission Guidelines
Application:
Retailers are required to file a "Delivered but Not Received" claim on Doba.com, accompanied by all mandatory evidence.
Evidence Requirements:
- Screenshots of communication with the end consumer, including explicit reference to the relevant Doba order.
- Screenshots of the refund transaction from the e-commerce platform or independent site, showing the consumer's reason for refund and ensuring the delivery address and product details align with the Doba order.
- All evidence must be intact and unaltered, with images or screenshots kept original.
Review Procedure:
Doba has the authority to determine the veracity, completeness, and relevance of evidence provided. Doba will conclude its review within 5 business days after receiving all evidence and will issue a verdict and feedback, which Retailers must promptly review on Doba.com. If evidence is incomplete or dubious, Retailers must furnish additional documentation as per Doba's review feedback. Doba will finalize a second review within 5 business days post-receipt of all additional evidence and again issue a verdict and feedback.
Compensation Execution:
Upon verification and approval of evidence, Doba will initiate compensation on the same day.

6. Compensation Exclusions
Compensation will not be granted in any of the following scenarios:
- The total amount of a single order exceeds $300.00.
- Doba deems, upon independent review, that the Retailer or end consumer has engaged in fraudulent or malicious activities.
- Delivery issues arising from inaccurate recipient information.
- Disruptions in logistics due to force majeure events, including but not limited to earthquakes, hurricanes, or fires, etc.
- Any intentional conduct by third parties such as supplier/retailer, including but not limited to obtaining benefits through improper means, arbitrage, or other abusive practices.
- Any abnormal behavior arising from activities involving criminal offenses or illegal activities.

7. The Retailer confirms that, when using these Policy, it has fully read, understood and agreed to comply with all rules, policies, terms and agreements of the Doba Platform (including but not limited to their updated versions). The aforesaid agreements constitute an integral part of these Rules. If the Retailer fails to comply with the aforesaid rules, policies, terms or agreements, Doba shall have the right to unilaterally suspend or terminate the content under these Rules. In the absence of provisions in this Agreement, the aforesaid rules, policies, terms or agreements shall prevail.

8. The Doba Platform shall have the right to conduct data monitoring and risk assessment on the Retailer's claim behavior, and may suspend or terminate the Retailer's service eligibility if any abnormality is found. Except for the compensation scenarios explicitly specified in these Rules, the Doba Platform shall have the right to refuse compensation based on actual circumstances, including but not limited to abnormal operations of the Retailer, system malfunctions, policy adjustments and other circumstances that may cause losses to the Doba Platform. Meanwhile, in other circumstances where the Doba Platform deems that compensation is not applicable, as well as when the Retailer violates the platform rules, operating specifications or has any improper conduct, the Doba Platform shall have the right to refuse compensation and shall not bear any liability.

9.  This Service does not constitute any warranty by the Doba Platform for the Retailer's business results, and the Retailer shall bear the business risks on its own. The Doba Platform shall have the right to adjust the service content, processes and standards based on actual operating conditions, and the Retailer shall not refuse or claim compensation on any grounds. With respect to disputes between the Retailer and end consumers, the Doba Platform shall only bear limited liability within the scope of this Service, and other liabilities shall be resolved by the Retailer on its own.

10. If the Retailer intentionally arbitrages or causes losses to the Doba Platform through improper means (including but not limited to fabricating transactions, abusing platform subsidies, exploiting system vulnerabilities, etc.), the Doba Platform shall have the right to recover all Compensation or subsidies previously issued to the Retailer and require the Retailer to compensate for all losses (including direct economic losses and indirect losses such as rights protection costs and attorney fees); if the Retailer refuses to perform such obligations, the Doba Platform may suspend or terminate its service and shall have the right to further pursue recovery through reasonable means.

11. The Retailer has the obligation to pay attention to platform announcements at all times, and the Platform shall not bear any liability arising from the Retailer's failure to timely become aware of rule changes.

12. Doba retains ultimate authority over the interpretation of this Policy. Doba holds the right to modify and discontinue the Policy at its discretion. The enforcement of related rights and interests will be governed by the most recent articles as announced by Doba.The Retailer shall promptly review any changes to the rules. Continued use of the Service shall constitute acceptance of the modified terms.