How we source, verify,
and cite every refund policy.
Every rule in Parcel Claim comes from a platform's own published policy. We re-verify quarterly. We do not invent numbers, names, or windows. Here is exactly how it works.
Our 4-step process
Identify the official source
For each platform, we identify the canonical policy page (e.g., walmart.com/help for Walmart Returns, aliexpress.com/p/buyerprotection for AliExpress). We never cite third-party blogs, forums, or Reddit.
Example sources:
- Amazon: amazon.com/gp/help/customer/contact-us
- eBay: ebay.com/help/policies/money-back-guarantee
- TikTok Shop: seller-us.tiktok.com/help-center
- AliExpress: aliexpress.com/p/buyerprotection
Extract structured rules
We extract each policy into structured rows: dispute_type, eligibility window (min/max_delay_days), expected compensation range, and required evidence. Each row is stored in our platform_claim_rules database.
Schema fields:
- dispute_type — late_delivery / missing_item / damaged / wrong_item / wrong_address
- min_delay_days / max_delay_days — the eligibility window
- min_order_amount — minimum order value for this rule to apply
- expected_compensation — what the platform typically offers
- confidence_rate — our editorial confidence in this rule (25-90%)
- policy_cliche — the verbatim policy text we cite
- verifiedAt — when this rule was last checked against the source
Quarterly re-verification
Every rule is checked quarterly against its source. If the platform has changed a window, threshold, or process, we update the rule and bump verifiedAt. Major changes (e.g., Etsy's 2026-04 Purchase Protection update) trigger immediate re-verification.
AI letter generation (grounded)
When you generate a letter, we (1) match your scenario to the relevant rule, (2) extract the policy_cliche verbatim, and (3) instruct the AI to write a letter that cites that clause. The AI cannot invent policy language — it must use what we provide.
Editorial standards
No invented numbers
Every dollar amount, day count, and percentage in our letters comes from the official policy text. If a policy says "typically 5-10 business days", we say "typically 5-10 business days" — not "exactly 7 days".
No invented policy names
We do not invent catchy policy names ("Gold Tier Refund", "Premium Recovery"). We use the platform's actual policy names ("A-to-Z Guarantee", "Money Back Guarantee").
Conservative confidence ratings
Our confidence_rate field caps at 90%. For uncertain rules (e.g., goodwill refunds from Walmart customer service), we mark confidence 25-50% so users know the rule is platform-discretionary.
Explicit "see official source" disclaimers
Every generated letter ends with: "This letter is grounded in [platform]'s official [policy name] policy. Verify the latest terms at [URL] before sending."
Recent audit trail
Public log of material changes to our rule database. Last update: 2026-08-02.
- 2026-08-02Updated Etsy rules: case window changed from 100 days to 30 days (2026-04 platform update).
- 2026-08-02Updated TikTok Shop counterfeit window: from "30 days" to "14 days from delivery + 7 days for non-visible defects" (verified 2026-08-02).
- 2026-08-02Added USPS 2026-01-18 update: 15-day minimum wait for domestic insurance claims.
- 2026-08-02Restored AliExpress BP window: "15 days from confirmation of receipt" (re-verified).
- 2026-07-26Added eBay + AliExpress platform rules (Sprint 1 expansion).
See the rules in action
Every letter we generate cites a specific rule with a verifiedAt timestamp. Try it on a real case.
Try Parcel Claim