HELP: My customer’s package arrived damaged

Overview

Damaged packages can occur for a number of reasons.

• Contents were not packaged correctly and broke during shipment.

• The shipping company did not handle properly and the products and packaging may have been compromised during shipment (box dropped, forks on a forklift punctured a case).

• The products were delivered correctly, the recipient may have dropped or damaged the products.

How to handle

If you have been alerted to a damaged shipment each of the carriers has specific instructions on how to go about filing a claim for damaged merchandise. This can be done by Fetch or by the recipient, but there are advantages to the recipient filing the claim:

• In the case of USPS, they may want to have the recipient bring the package to their local post office so the package can be inspected. Images of the damaged product(s) should be taken, and the value of the shipment (invoice, Shopify record) should be made available.

• FedEx and UPS will require an invoice and images of the damaged goods.

• There are time limits that differ for each of the carriers based on the method of shipment.

• Contact Fetch if you are aware of damaged merchandise so we can work with you to determine the appropriate action to take.