Receiving a damaged package is something that most of us have encountered, even when dealing with the best delivery service in the world or shopping on an E-commerce website with the very best reputation. Finally getting that much-anticipated parcel only to find that it is damaged causes huge disappointment and frustration. In this article Received a Damaged Package? Here’s What to Do Next
Whether it is a broken remote control or a water-damaged book, it can be a devastating experience. Fortunately, there is a claims procedure for situations like this that assist customers in claiming their money back or receiving replacements for faulty items.
This article is a guide to what to do when you receive a damaged package.
Table of Contents
Read the Return Policies
So much headache and confusion can be avoided just by doing a little research on return policies before making a purchasing decision, especially if you are ordering particularly complicated items like furniture for example, where return shipping can be far from straightforward.
With online retailers like Amazon, free returns are available for a full refund within 30 days of receipt of shipment even when you have purchased the item from a third party (3pl) that sells on Amazon’s platform.
After that, you can choose to either accept a refund or a replacement for the faulty or damaged item.
On special occasions like the holiday season, additional time to return the goods will also be offered, giving the customer further reassurance when shopping online.
Return policies of companies are usually fair, and issues can generally be resolved without too much complication.
Examine the Item and the Packaging
Damaged packaging is always something to take note of, preferably in the presence of the courier. Once your package has been delivered by, inform him or her that you want to inspect the content inside the package to make sure that everything is fine so that you have a witness to the condition upon delivery.
If anything inside is discovered to be broken or not in the condition you expected it to be, point it out to the courier. At that point, you can choose to either accept or refuse the parcel.
If you decide to reject it, a note will be made by the courier with regard to your reason for the refusal.
If you realize the contents of the parcel are damaged, but only after the courier person has left, you should immediately inform him or her of the situation using the contact details that will be on the delivery receipt.
It is always recommended that you collect the information such as tracking number, order number, packing slips and return labels as well as taking detailed pictures of the parcel and damaged goods to use as proof later.
Contact the Retailer
Even if it is the courier who damaged your goods, since it was the retailer from whom you purchased the items, it is them that you should notify first. As soon as you notice that something is not right, contact the retailer immediately to state the matter with all the information, details, photos and other documentation that you have collected as proof.
In that way, you will be able to protect all your rights provided by the Consumers Rights Act and avoid a scenario in which the retailer tries to blame the damage of the goods on you.
Resolve the Matter
As soon as you get in contact with the retailer and they have a good understanding of the situation, it is vital that you clearly articulate how you would like the problem to be solved.
During the conversation, keeping a calm, cool and polite manner with the customer service employee is always beneficial as it shows that your frustration is clearly directed at the circumstance, not the agent.
Customer service representatives deal with rude complaints all the time, so by going out of your way to being polite and understanding, they will be more inclined to help you.
If the retailer is co-operative and asks you to return the items, make sure that the goods are insured to prevent further damage. With most online purchases, the cost of returns will be covered by the retailer so make sure you double-check that this is the case.
Inform the retailer about when you expect your replacement items to arrive to ensure that everything goes smoothly.
If the retailer is not willing to work with you towards a reasonable solution, report the matter to the appropriate authorities and claim your money back afterwards.
Obviously having to deal with a damaged parcel is not fun, but it does not have to be the end of the world. Solutions are there for almost every circumstance, and by following this guide, you should be able to resolve the problem quickly and without undue stress.
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