What to do if the package was damaged: detailed instructions
You finally received your long-awaited package from the Polish Allegro website, but it turned out to be damaged. What to do in this case? Of course, fill in a damage report. How to do this, what proofs to attach and where to send it all - we will tell you in detail in this article.
What is a Damage Report?
This is a written note that the recipient adds to the proof of delivery. The format of the damage report depends on the country and the courier company - it can be either a separate document or a simple comment written by the customer on a Proof of Delivery (POD).
A damage report can be submitted by the recipient only at the time of delivery of the parcel and in the presence of the courier. This document is signed by the client and the courier. Usually, the courier does not stay and wait until you open the package and carefully examine it. Therefore, the report only covers damage that the recipient can see on the packaging. This document does not apply to hidden defects that are discovered after opening the parcel.
Do I need a damage report?
Yes, if the package has been damaged and you want to open a claim procedure. You need to notify the courier company of shipping damage. If this is not done, it will be extremely difficult to prove that the package arrived damaged.
If the client signs the delivery confirmation without reporting external damages, he will not be able to make claims about the external state of the parcel.
What happens after the submission of a damage report
1. A damage report must be filed as soon as you notice defects in the outer packaging.
2. The document is confirmed by two personal signatures - the recipient and the courier.
3. The driver takes the signed damage report and hands it over to the transport company.
4. Agents of the carrier company will contact you by e-mail or phone within a few hours or 1-3 days.
5. You may be asked to provide additional evidence of damage (photos of the parcel and items inside, video of opening the package).
6. It will take some time to process your damage claim. Everything depends on the transport company policy.
What if the damage was found only after opening the parcel?
If you opened the parcel and noticed that its contents were damaged, you can file a claim with the shipping company. The process of filing and considering a complaint is individual in each courier service. But most often, claims for damages must be submitted within 14 days from the date of receipt of the parcel.
Most shipping companies do not pay compensation for damage caused by improper packaging. But if your claim is successful, you will receive a refund within one to two weeks.
Where can you submit a claim? If you have any problems, contact the customer service department or call the numbers listed on the website of the transportation company.
Checking a parcel from an online store
Things to consider when filing a damage claim
Most courier companies do not compensate for damaged packages that are on their list of prohibited and restricted items.
A claim for damage to a parcel can only be filed by the person who ordered the delivery.
If you receive a damaged package with goods purchased online, contact the Allegro marketplace support service and follow the procedure. If your claim is justified, you will either have the product replaced with a new one, or you will get monetary compensation.
If you prove that the damage was the courier's fault, then you will receive compensation. Its amount depends on the amount of insurance coverage or on the declared value (you must provide the original invoice as proof).
Alleclick strives to provide customers with the safest and most reliable shipping service possible. If you have any questions regarding shipping damage reports or claims procedures, do not hesitate to contact us. We are always here for you!