shipper gets refund, needs paperwork documenting declared value if over $100, IF it was insured for more than $100. receiver can call in claim, but shipper does everything else. reciever must have carton and all pkging for inspection. shipper must have at least 2-4" of pkging around all sides of merchandise for claim to be valid. yada yada yada, either way, shipper must cooperate in order to get anything done...