RECEIVED A DAMAGED PARCEL? WHAT TO DO NEXT....?

Damage Parcel

At eCourierz.com we take utmost care in transporting your parcels from one place to another and are committed to safe handling them. However, we all know that courier and logistics are such industry where you cannot predict the circumstances for your packages in advance. Unfortunately, on rare occasions, the parcel gets damaged in transit. Still, we all (Senders and Recipients) wait in hope for the package to arrive in a good condition at the destination and bring the smile on the face of the receiver.

Before moving to the main topic, it's very important for us to understand - why the parcel gets damaged during transit.

Why does a parcel get damaged?

When using the Courier/Logistics services, we expect the delivery to be as fast as possible which means we need quicker services, but at the same time, we expect that our packages to be safe handled and with great care throughout their journey. Unfortunately, this formula does not work all the time. The packages reach several depots/warehouses & go through multiple hands until they are finally delivered to the Consignee. The complete process can be very long and complex, thus there are many factors that can affect the shipment.

The most common ones include:

• Road conditions 
• Weather Conditions.
• Warehousing conditions
• Size and shape of your package, as well as the dimensions of other shipments traveling with it
• Loading & unloading of parcels into
• The content of other packages 
• Improper packaging and reused boxes 
• Machine or human Error

As we have understood various reasons for parcel damage, the next critical question we need to answer is.

What to do next?

A claim procedure differs for each courier company. If you book your shipment through eCourierz.com, we offer customer support and we submit complaints to the courier service providers on your behalf. Even though we are not responsible for the damage as we don’t handle your packages directly, we will guide you through the procedure free of charge.

So, if you are one of those unfortunate people to receive a damaged parcel then it is very important to act quickly. All our customers are advised to check their parcel upon delivery and to see whether the parcel arrives in a good condition.

If your parcel arrives damaged, then the receiver has to submit the claim within 10 days of receiving the parcel.

Received a damage parcel

Before you file your claim

• Locate the tracking number and note it down.
• Check that your item is not on our list of non-insurable contents.
• Verify that your item was mailed within the last 90 days.
• Find the receiver's name, address and contact information.
• Prepare a description of the contents, including the value and insured amount.

At the presence of courier person – if you notice that:

1.The outer packaging is damaged/Tampered - point it out to courier person and inform that you want to check the content of the shipment. Sign for receiving your shipment and carry out shipment content evaluation right in the presence of the courier person. And if you found the content of shipment:

• Is not damaged, then we hope for your kind understanding because small damages to shipments outer packaging may occur during shipment processing. Later you can accept the parcel by signing the POD confirming that the content of the parcel has been delivered without damages.
• But if it is damaged, then ask courier person to compile the act of damage. In this case, you can accept or refuse to take the parcel. In case you refuse to take the parcel, courier person will make a note of it about the reasons for refusal. If you want to submit the complaint about parcel content damages, we urge you to contact with shipper immediately. In case you accept the parcel, do not miss to mention the damage remarks while signing the POD and get the contact number of the delivery person.
• Click the images of the damaged parcel at the time of accepting the parcel.

2.The outer packaging is not damaged, but if you suspect a damage inside the contents of the shipment: point it out to courier and inform that you want to check the content of the shipment. Sign for receiving your shipment and carry out shipment content evaluation right in the presence of the courier person. And if you found the content of shipment:

• Is not damaged, then no additional work is required.
• Is damaged, then ask courier executive to compile the act of damage. If you want to submit the complaint about parcel content damages, we suggest you contact with shipper immediately and submit all the details of the damaged parcels along with the proper evidence like photos and image of a signed POD copy(if possible).

After courier has left – if you notice that:

1. Parcels outer packaging is damaged and the content of shipment:

• Is not damaged, then we hope for your understanding because small damages to parcels outer packaging may occur during shipment processing.
• Is damaged, then immediately inform the sender of the situation and add to the application images with both external and internal position of shipment, i.e., the outer packaging, inner packaging, contents of the shipment damage, tracking number and the contact number of the courier person if possible.

2. Parcels outer packaging is not damaged, but the content of shipment is damaged, then immediately inform the sender of the situation and add to the application images with both external and internal position of shipment, i.e., the outer packaging, inner packaging, contents of the shipment damage.

However, there are very fewer chances to get a claim in the 2nd scenario since the POD which was signed at the time of delivery of the parcel will not have any remarks on damage. Also if the outer package is intact and not damaged, the courier company may not honor our claims.

Raising a Claim request
Your claim will need to be accompanied by series of photos of the item as well as of the external and internal packaging itself. The most vital piece of information to provide is the proof of value, it could be Original Invoice or Bill, as this will help you get the full refund. However, the photographs and any other supporting documentation should be sent as soon as possible. This will be used to prepare your claim. It is worth noting that if you are unable to gather the required photos then do not wait, make sure you send the claim without the photographs but be sure to send them within 7 days after the original claim.

Note: Claim processing discretion is with Courier partners, based on Facts after their internal Investigation. The claim processing time differs from one courier partner to other. Typically it might take a minimum of 10 - 15 working days or more to Investigate and revert after all necessary details are shared.

Also, we always have to keep in mind that some contents do not qualify for damage refunds, because of their fragile or perishable nature. Refer to the list of such items to see if your items qualify for a refund.

Reasons a Damage Claim Can be Rejected

The major cause of damage is insufficient/improper packaging. All parcels, especially international parcels, are handled, loaded and offloaded several times in transit, including off vans, flights, conveyor belts, x-ray machines and customs inspection tables. In addition, your parcel will be stacked onto other parcels, and it will also have other parcels stacked on top of it. This is why it's important that you package your goods as per the packaging guidelines.

Your claim is likely to be rejected if:

• There is no external damage to the packaging, but the contents inside are damaged. This may point to the fact that the goods were not adequately protected inside the box.
• The goods inside were not sufficiently cushioned and suspended inside the box to prevent movement and protect against external impact during transit.
• If the weight of your contents were too heavy for the size of the box, or the type of box used.
• The joints and openings of the parcel were not neatly sealed & secured for transit by suitable amounts of packaging tape, and as a result, the walls of the box have collapsed, or the parcel has burst open during transit.
• You do not submit your claim request within 10 calendar days of receiving the damaged items.
• You fail to sign for your parcel as received 'damaged' upon delivery or as 'unchecked'.
• Your goods are on the compensation exclusion list.

Final saying…

At the time of shipment delivery, the recipient's obligation is to evaluate shipments outer packaging.If you don’t follow packaging instructions properly, the courier company may not honor your claim. We always recommend our customer to follow packaging guidelines which will reduce or can completely avoid the damages of your parcel.