Last Revised On: NOVEMBER, 2022
Dear valued customer,
We strive to provide you with a fair and efficient resolution of claims. Fulfilling the requirements below is necessary to the proper consideration of your claim.
- Claims must be received within 7 business days of you receiving the delivery, as detailed in the signed Sales Order Terms and Conditions.
- All claims must be based on the average of all containers of the same material on the order. If a claim is based on a sample, the sample must include materials from all containers and exceed 20% of the total weight of the relevant material on the order.
- Provide the Outlast order number(s) and container number(s) relevant to the claim.
- Provide a brief description of the issue along with a MINIMUM of 10 photos and video supportive of the claim, including (a) a photo showing the container seal was not tempered with (required) and (b) a video showing the material being unloaded from the container(s) relevant to the claim is placed in a space separate from other suppliers' materials (required)
- Upload documents supportive of the claim, such as chemical analysis and CERTIFIED weight tickets.
- Issue a claims invoice and provide a detailed explanation of how the claim amount was calculated in a mathematical formula. The key inputs such as weight and price must have sources. For instance, price should be based on the Sales Order.
- In the event that you are not the party who provides the media and documents per requirements 4-6, you must provide a copy of the contract (e.g., a Purchase Order) that shows you sold the material from Outlast as is to your customer who provides the evidence per requirements 4-6.
- Claims are handled on an order-by-order basis. Claims on one order will not interfere with your responsibility to pay overdue invoices on other orders. As detailed in Sales Order clause 16, collection fees of 1.5% will be applied to all invoices for which payment is not received by Seller within 15 business days of the applicable due date.
Once you have gathered the required information, submit the claim to claims@outlast.earth. Our team will inform you of the next steps within 2 business days after a full submission.
Sincerely,
Outlast Team
