The Courier Damaged the Goods During Delivery. What Now?6 min read
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Even though it is not such a typical situation, the goods you have shipped might get damaged during transport, and we always assume it was the courier’s fault. However, there are many situations that the courier companies do not have any influence on, and you will find the most common causes in this article.

What to do in case the courier delivers the goods in damaged condition?

On the rare occasion that your package arrives with signs of loss or damage, we strongly recommend opening it while the driver is still present. As if the items were damaged, the courier will ask you to write a report on the unfortunate delivery, including photos and a detailed description of the damage.

A claim procedure depends on the specific courier company. If you book your shipment through Eurosender, we offer customer support for submitting complaints to the courier service providers. 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. The only thing you have to keep in mind is to notify us within 48 hours of receiving your package.

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Why was my parcel damaged during transportation?

When using shipping services, we want the delivery to be as fast as possible. At the same time, we expect from the courier company to handle our shipments with great care throughout their journey. Packages reach several depots and go through multiple hands until the driver delivers them to their recipients. Even though we might assume it is the courier’s fault for the damaged delivery of the parcel, several other situations explain it is not always the case.

  • Road conditions – sometimes there is no indication of the road hazard. Accidents can happen due to unforeseen circumstances. These could be animals on the road, poor road conditions, no lane markers, unmarked speed bumps or other vehicles whose driver manoeuvres them irresponsibly and at excessive speeds;
  • Weather – no matter what time of the year, a package might temporarily stay on the ground while being reloaded;
  • Warehousing conditions – fire, flood or other natural disasters can occur when least expected, similarly to any smaller incidents, such as burglary;
  • Size and shape of your package, as well as the dimensions of other shipments travelling with it – remember that the courier has other parcels in the same vehicle alongside yours. Therefore each package is somehow exposed to distortion, especially when not protected and packed properly (bigger and heavier boxes might damage the smaller ones who don’t have a sturdy packaging);
  • The way they are loaded into trucks – even though most of the time, trucks usually go fully loaded, the packages may move inside. The shape of the parcel determines how well they can be stacked or stored. For example, the courier can stack a rectangular box without wasting too much space between the shipments, but unusually shaped packages could still move around a little;
  • The content of other packages – placement of objects which can quickly deteriorate or of liquids that can leak from one container to another can cause contamination to the items inside the box or other parcels around;
  • Improper packaging and reused boxes – if the packaging is not strong enough, it can only fall apart during transport;
  • Machine or human error – behind each shipment, there is a team of individuals and advanced machinery. Courier companies sort out the parcels mechanically (which can also cause damage), and the package handlers happen to be only humans and as we all know – sometimes people make mistakes. Our heavy packages can accidentally end up on the floor before they finally reach their destination.

What should I do to prevent damages?

When our parcel arrives damaged, it might be due to its method of shipping, but it could also be that you did not protect the items sufficiently inside the box. That is why you should always pack your items appropriately and mark them accordingly.

Always consider the weight, shape, and fragility of the objects you want to send. Sometimes the selected packaging happens to be of poor quality or the wrong size, but as the sender, you are responsible for choosing a proper way to pack your goods. You should protect the item in a way that it will endure shocks or vibration during transport. Also, you should prepare the parcel in a way that the courier can lift it, move it and carry it with ease.

Do you need advice on how to pack and ship… anything?

Will my parcel get damaged if I send multiple items together?

If you’re planning to send several objects in a single parcel, separate the items and wrap each of them carefully. Remember to place heavier items on the bottom rather than on the top. Place any small or loose elements in an additional container or plastic bag, so that they won’t separate during shipment.

It is also essential to fill the space inside your parcel and maybe even waterproof its content (by using plastic foil or bags). We strongly recommend covering your items with bubble wrap and putting them in a rectangular cardboard box. You can always reuse an old box for shipping, but make sure it is still strong enough and that there are no labels from previous shipments on it. They could confuse the couriers who are handling your order.

We also advise you to use wide packing tape (the best ones are usually duct tape or brown plastic tape) to seal all edges and seams while closing the box.

Standard services are usually not intended for shipping fragile items, but having a label with Fragile or This side up on your package may affect the way the courier company handles it.

Parcel Get Damaged

Is there a risk of damage when I ship freight with a courier company?

When it comes to any shipment, it is vital to protect your goods as much as possible.

The most significant risk for pallets is instability in packaged loads, which can result from poor road conditions or mechanical and automated handling machinery, such as forklifts or conveyor belts. The courier will use multiple vehicles to transport your goods, making your shipment prone to different shocks and impacts. That is why all items have to be secured appropriately for transportation and sufficiently attached to a nonskid and sturdy pallet or any other solid base and keep them stay stable during transit.

We recommend using cushioning material and rigid carton boxes, as well as braces to secure and block large or uncommon shaped items. To secure a bundled load, we advise you to use load-protector trays, bands and stretch wrap film which will protect your shipment.

Do you have more questions? Do not hesitate to contact us!