When things go wrong in transit.
FROM THE CUSTOMER'S PERSPECTIVE
It is your problem, whatever the courier did.
Resolve with the customer first. Pursue the courier separately.
FOR A LOST PARCEL
Check tracking Contact the courier Replace or refund the customer promptly Claim from the courier
WHAT COURIER CLAIMS ACTUALLY PAY
Frequently far less than the goods are worth.
Know the limit before shipping anything valuable.
FOR DAMAGE
Ask for a photograph Replace or refund Review your packaging
THE PACKAGING REVIEW
Repeated damage means your packaging is inadequate, not that couriers are careless.
WHAT TO KEEP
Tracking numbers Proof of dispatch Photographs of how you packed valuable items
That evidence is what a claim requires.
WHAT NOT TO DO
Argue with a customer about a genuinely damaged item.
It costs more in reputation than the item.
WHAT TO TRACK
Loss and damage rate by courier.
