Lost in transit
No delivery scan, stuck in a depot, or marked delivered when the buyer never received it. Tracking and the payment proof go in the file first.
Purchase refunds
Recover value from lost, damaged, and failed purchases
Submit the order, the payment proof, and what went wrong. We check whether a claim against the carrier, marketplace, or counterparty is recoverable. Instant payout, if any, comes after underwriting. Refunds are not assured.
The desk
One file for what a carrier or counterparty still owes
Some refund platforms connect to a merchant carrier account and watch every label. Lenix does not. You open a case. We review it, build the pack, and follow it until it settles or we close it in writing.
01
Review before anyone files
Payment trail, tracking, photos, and the claim window the carrier or marketplace actually published. If the window is already closed, we say so.
02
Prepare, then send
The desk drafts the claim from your evidence. Nothing goes to a carrier, marketplace, or counterparty until you accept the terms.
03
A case file, not a live tracker
Status, evidence, and what came back sit on the case. You get written updates. We do not ingest every shipment from your carrier login.
04
Fee on recovered value
The recovery fee is a share of money that actually returns. Intake is free. If nothing comes back, you do not pay that fee.
Sellers and ops
Stalled parcels that usually get written off
When tracking stops and nobody has time to sit in a carrier portal, the loss sits on the books. If the claim window is still open, that is a recovery file: tracking, declared value, photos, and the service you paid for.
- Lost, no-scan, and return-to-sender, where the contract still covers the goods or the postage.
- Damaged on arrival, with photos and a date that still fits the carrier's deadline.
- Late against a paid delivery promise, where the tariff actually pays compensation.
- A buyer reports a missing order. You add it by hand. We do not need a carrier API to start.
What to file
The shortfalls we take
Buyers and sellers can open the same intake. The desk routes the claim to the party that still owes the value.
Damaged on arrival
The box landed, the goods did not survive. Photos, packing, and the order value matter more than a long complaint.
Late against a promise
You paid for a timed service. The parcel missed it. Compensation depends on the carrier's published window, not on how angry the buyer is.
Not as paid for
Wrong size, empty box, never shipped. This is a counterparty claim, not a stolen-wallet case. Payment proof still has to match the order.
Methodology
How a refund case runs
The same four-phase recovery process we use on lost-asset cases, applied to a purchase that missed or a parcel the carrier still owes.
Phase 1
Initial assessment
We check the payment trail, tracking, the counterparty, and whether the claim window is still open. No money moves here.
Trail reviewClaim window
Phase 2
Refund strategy
Written terms: instant or after-return, who carries the gap if the item never comes back, and the fee on recovered value.
Evidence packFee terms
Phase 3
Active coordination
If instant is approved, the buyer is paid first. The item still has seven days to ship. We follow the carrier or marketplace claim in parallel.
Instant or waitReturn window
Phase 4
Verified payout
Funds go to a verified wallet, or the case closes with a written reason. We do not reverse the original card sale.
Verified payoutCase closure
Limits
What this desk does, and what it will not
A complete claims page says both. If your case sits on the wrong side, we will point you elsewhere instead of taking the file.
We take
- Lost, damaged, delayed, or misdescribed purchases with a payment trail.
- Seller claims against a carrier or marketplace while the published window is still open.
- Buyer cases where the other party stopped answering after the goods fell short.
We do not
- Connect to your carrier account and scan every label. You open the case.
- File Visa or Mastercard chargebacks. We are not the merchant of record on the original sale.
- Handle stolen or drained wallets. That is recovery services.
Pricing
You pay a share of what comes back
Intake does not bill a recovery fee. After assessment we send terms. The fee is a percentage of recovered value, not of the amount you claimed. If the case recovers nothing, that fee is zero.
No setup charge to open a file.
Fee only on recovered funds, never on a rejected claim.
Nothing is filed, and no payout is sent, until you accept the terms in writing.
FAQ
Before you submit
Straight answers on monitoring, payouts, and fees.
If this is a lost-wallet case, use recovery services instead.
Case intake
Submit a refund request
No payout happens at submit. The desk reviews recoverability within one business day, then sends terms if the case can proceed.
Confidential
Encrypted intake and restricted case access.
24h review
Initial assessment within one business day.
Fee on recovery
You pay a share of what comes back, not of what you claimed.