The responsibility of Western Bid as a logistics partner is clearly delineated between the processing stages at hubs in Ukraine and international transit to the final recipient. The company acts as a consolidator and intermediary, providing technical support, preparation of customs documents, and transfer of the cargo to global carriers (UPS, FedEx, USPS), bearing full responsibility for the safekeeping of the shipment exclusively during its stay at its own warehouses.
Western Bid undoubtedly bears responsibility for the obligations it has undertaken to forward parcels and deliver your goods to customers; however, this responsibility is limited and varies depending on the method of shipment you choose.
Who this article is for
- Active sellers: who need to understand the procedure for obtaining reimbursement in case of delivery problems.
- Small businesses: that ship expensive or fragile goods abroad.
- Beginners in exporting: who want to know who is responsible for the shipment after it is handed over to the hub.
- Accountants of sole proprietors: for understanding the documentation of potential logistics losses.
Nova Poshta
Western Bid guarantees that all documents for sending Nova Poshta parcels, printed from the client’s Personal Account, are correct and comply with Nova Poshta standards.
Insurance against loss is included in the price for shipments with an estimated value from 200 UAH to $799.99 (excluding documents). A parcel is considered lost if there is no tracking for more than 30 calendar days. In such a case Nova Poshta will acknowledge the loss and compensate the estimated value of the cargo according to the claim.
Within 30 days, Nova Poshta conducts a search, and the cargo has the status of temporarily lost. Also, in case of damage to the cargo, if the fault of the postal service is proven, compensation is possible. If the parcel was damaged, it is mandatory to document the damage with the courier and prepare an act. The documented damage will be reflected in the last-mile tracking. If the packaging was incorrect, Nova Poshta is not responsible for damage to the cargo, since packaging is the sender’s responsibility.
UPS EXPRESS
Western Bid guarantees that all documents for sending UPS parcels, paid by the customer and printed from the customer’s Personal Account, are correct and comply with UPS standards.
Western Bid offers optional insurance for all parcels sent via UPS and undertakes to pay compensation within the insured terms and in the insured amount. The insurance is activated at the moment the parcel is registered in the UPS tracking system. Parcels are insured only against loss.
The insurance does not cover cases of loss of parcels before they are registered in the UPS tracking system, i.e., in cases where the parcel is lost en route to UPS by a third party (Nova Poshta, etc.). The decision to pay insurance is made only by Western Bid managers based on the parcel data received from UPS.
Western Bid insurance does not cover cases of damage to parcels and/or their contents during transportation. Of course, Western Bid provides reasonable assistance to its clients in case of damage to the parcel, but does not guarantee either timeframes or amounts of compensation from UPS. In case of parcel damage the recipient should call a UPS representative and file an official claim, providing the damaged parcel to the UPS representative for assessment of the loss value, after which UPS should send a report to Western Bid and inform whether there will be compensation, when and in what form.
If the parcel was left at the door, you can contact the local UPS offline and online and document the damage – if the parcel is not opened and even if opened (though, in the latter case, lower chances of proving the postal service fault). In addition, dear clients, before sending the parcel to the buyer you can hedge your risk by including in the message something like: “Dear buyer, your purchase looks like this (photo); if the box is damaged, dented – do not unwrap! You can prepare a damage report at the nearest UPS branch”.
Western Bid does not guarantee the timeframes specified by UPS directly to our clients, or stated through promotional materials on Western Bid’s website pages or in social networks. UPS and Western Bid do not pay compensation for delays or late delivery of parcels.
The decision to pay the insurance is made only by Western Bid managers based on the parcel data received from UPS. Compensation directly by the Western Bid agency is paid only in cases where the client purchased insurance for a lost parcel.
FEDEX EXPRESS
Western Bid guarantees that all documents for sending FedEx Express shipments, paid by the client and printed from the client’s Personal Account, are correct and comply with the standards of all carriers involved in this type of shipment.
Western Bid offers optional insurance for all shipments sent via FedEx Express and undertakes to pay compensation within the insured terms and in the insured amount. Insurance is activated at the moment the shipment is registered in the FedEx tracking system. Shipments are insured only against loss.
WB insurance does not cover cases of damage to shipments and/or their contents during transport.
Western Bid does not guarantee the terms stated by FedEx directly to our clients, or stated through promotional materials on Western Bid’s website pages or in social media. FedEx and Western Bid do not pay compensation for delays or late delivery of shipments.
The decision to pay out insurance is made only by Western Bid managers based on shipment data received from FedEx. If there is insurance from Western Bid, the full value is paid. The price of insurance is 1%; insurance is possible for any value of the shipment. Compensation paid directly by the Western Bid agency is paid only in cases where the client has purchased insurance for the lost parcel.
OPTIMUM
Western Bid guarantees that all documents for forwarding Optimum parcels, paid for by the client and printed from the Client’s Personal Account, are correct and comply with the standards of all carriers involved in this type of forwarding.
Western Bid offers optional insurance for all parcels and undertakes to pay compensation within the terms and in the amount specified by the insurance.
CONSOLIDATION DIRECT
Western Bid guarantees that all documents for sending parcels via Direct Consolidation, paid by the client and printed from the client’s Personal Account, are correct and comply with the standards of all carriers involved in this type of shipment.
Western Bid offers optional insurance for all parcels sent via Direct Consolidation, and undertakes to pay compensation within the terms and in the amount specified by the insurance. The insurance activates at the moment the parcel is registered in the UPS tracking system and the parcels are insured only against loss.
Attention! Western Bid does not disclose and does not reallocate parcels placed for Direct Consolidation into the general consolidated shipment, therefore insurance on individual parcels placed inside begins to apply only from the moment the movement of the included parcel begins, as shown on the carrier’s website.
For example, if the Direct consolidated shipment contained 10 individual parcels, and the consolidated shipment was received in Miami, and the contents (the parcels inside) were handed over to local carriers for delivery, then in the case where one or more parcels did not show movement on the carrier’s site, compensation is not paid, because Western Bid cannot be sure that the sender really placed the specified number of parcels in the consolidation.
To insure a parcel from the moment it is received at Western Bid’s forwarding center in Kyiv, please use Consolidated Delivery Plus.
The client may insure either the entire consolidated shipment or each of the parcels contained inside the consolidated shipment. The client is obliged to insure the consolidated shipment if they want to insure at least one of the included parcels.
Consolidation Plus
Western Bid guarantees that all documents for forwarding parcels by Consolidation Plus, paid by the client and printed from the Client’s Personal Account, are correct and comply with the standards of all carriers involved in this type of forwarding.
Western Bid offers optional insurance for all parcels sent by Consolidation Plus, and undertakes to pay compensation within the terms and in the amount specified by the insurance. The insurance takes effect at the moment the status “Accepted at the Kyiv warehouse” appears.
Attention! The insurance does not cover cases of loss of parcels before they are received at our Kyiv center. The insurance takes effect at the moment the status “Accepted at the Kyiv warehouse” appears in the Client’s Personal Account. A delivery notification from Nova Poshta or Ukrposhta is not a basis for payment of insurance compensation, as Western Bid cannot verify what exactly was located and what must be located in the parcel delivered to our forwarding center by third-party carriers.
The decision to pay insurance is made only by Western Bid managers on the basis of data about the parcel received from the carrier. Insurance compensation is paid directly by the Western Bid agency only if the client purchased insurance for the lost parcel.
Western Bid does not guarantee the processing times of parcels by forwarding centers, nor the delivery times indicated by UPS or FedEx directly to our clients, or indicated through promotional materials on Western Bid’s website pages or in social networks. Western Bid, like all carriers it works with, does not bear responsibility and does not pay compensation for delays or late delivery of parcels.
Frequently asked questions about liability
Does Western Bid pay compensation if the item is damaged?
Only if insurance is in place and if the packaging met international transport standards. If the item was packed not securely enough, the carrier may refuse payment.
What counts as a "lost parcel"?
The package is considered lost if there are no updates on its tracking number for a certain period (usually 30 days for the US) and the carrier has confirmed that it cannot be located.
Is WB responsible for delays in delivery deadlines?
Delivery times are approximate. Western Bid is not financially responsible for delays caused by weather conditions, strikes, or the operation of customs.
What is the maximum insurance amount?
You can insure the item for its full value stated in the invoice. The insurance fee is automatically calculated when creating the label.
Expert advice
Responsibility is a team effort. We guarantee fast processing and reliable handover of the cargo, and from you we expect quality packaging and accurate declaration. Such an approach makes any insurance claim as straightforward as possible to resolve.
Protect your shipments
- Familiarize yourself with our packaging rules to avoid insurance denials.
- Always choose the insurance option for fragile or expensive items.
- Teach your customers how to properly receive parcels from couriers.
- Contact our support if the status of your shipment does not change for more than 10 days.
When exactly does Western Bid begin to be responsible for the shipment?
The company’s liability arises only after the parcel has been actually received by our staff at the hub (in Kyiv or Lviv) and scanned into the system. Until that moment (during delivery by Nova Poshta or another domestic carrier), the safekeeping of the cargo is the responsibility of the service that carries out transportation within Ukraine.
Is Western Bid responsible for the decisions of the US or EU customs?
No, no logistics operator can be held responsible for decisions of national customs authorities. If a shipment is delayed for additional inspection or for duty assessment, Western Bid provides advisory support but does not bear financial responsibility for the actions of the customs authorities.
Financial liability limits and insurance
We operate within international conventions and the rules of postal carriers.
“Insurance is the only reliable instrument for fully protecting the value of your goods. Western Bid recommends always indicating the real value in the declaration, as the amount of compensation in the event of an insurance claim is calculated based on this data.”
What to do if something happened with the shipment (How-To)
- Documenting the damage: Ask the customer to take photos of the packaging and the product immediately upon receipt from the courier.
- Preparing the Damage Report: If the parcel is damaged, the customer must fill out a Damage Report together with a postal service representative.
- Submitting a request: Create a ticket in the Western Bid support service, attaching photos, a description of the situation, and the order number.
- Awaiting verification: We will initiate an investigation with the international carrier (which takes 14 to 45 days).
- Receiving compensation: After the insurance claim is approved, the funds will be credited to your balance in your account dashboard.
Responsibility Allocation: Who is responsible for what?
| Delivery Stage | Responsible: Western Bid | Responsible: Carrier (UPS/USPS) | Responsible: Seller |
|---|---|---|---|
| Product packaging | No | No | Yes — for packaging quality |
| Storage at the hub in Ukraine | Yes (100% of cost) | No | No |
| International air transport | Indirectly (through insurance) | Yes (per rules) | No |
| Customs clearance | Assistance with documents | No (delivery only) | Yes — for accuracy of the description |