Received A Damaged Parcel? What to Do Next?
The e-commerce industry has its own set of unique challenges that have an impact on both the buyers and sellers. Receiving the goods in good condition is one of the trials that every buyer goes through during every transaction. Given the evolution of systems and technologies, it might seem that the process of settling an event where a buyer receives damaged parcels must be simple. However, the truth is that it isn’t. It’s the policies that the buyer needs to be aware of before placing an order with the seller. The seller’s policies are in turn dependent on those of their courier partner’s. But the procedure across the industry remains fairly uniform with small variations from one logistic company to another.
In this article, we will talk about what a buyer should do in case they receive a damaged parcel and also explore the remedial option that they might have.
Claiming for Compensation through the Virtue of Insurance
The sellers have bought insurance cover from either their courier partner or a third party. This insurance policy protects the sellers from the financial losses arising from the loss, theft of or damage to the parcel while it is in transit. If you are the buyer and have received a damaged package, you would be required to notify your seller and also provide them with the pictures of the parcel. They would forward it to the courier company and claim insurance based on the terms of the contract of insurance. They receive a refund, either partial or full, depending on the arrangement between them and the compensation would be passed on to you in the form of a refund.
If the seller has availed third party insurance, they have to provide their courier company with a document called Certificate of Fact at the time the shipment is dispatched so that they can refund the buyer.
Documents Needed to Initiate an Investigation
A set of relevant documents is crucial for any e-commerce logistics provider India to initiate an investigation. The documents include photographs of the damaged product and the outer packaging, soft copies of the AWB and the invoice, scanned copy of the signed manifest. Besides, the fact that the package was damaged on the outside should be noted on the POD when you accept the package.
Mentioning Cost of Replacement or Repair
The documentation for claiming the compensation of the damages should also mention the actual cost of replacement or repair of the product. The courier company would then arrive at the conclusion whether you are qualified for full or partial refund depending on the terms of insurance. It further determines to what extent the seller would compensate the buyer.
Most times, the sellers do offer a full refund to the buyers. It has helped instill optimism among the buyers in the e-commerce sector. Nevertheless, it’s always better to verify whether or not their return, refund and policies buyer-friendly before placing an order. We suppose this article proved useful and offered you an insight into the remedial measures available to you should your package arrive damaged.
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