Damaged delivery customer complaint after a month

[oceanboy]

Hello,

We have limited company and 99.7% of our sales delivered via RM or 2 different courier.

Rare but we have problem with damaged orders which reported after days or months. We do claim the damages and loss from courier insurance but it must be reported within 3 working days.

We have notices in place on websites, in terms and conditions and all our order confirmation emails as well as big a5 size caution / warning sticker saying that all damages and problems must be reported within 2 working days.

I have gone through DSR regarding this matter and had a discussion with our merchant account provider ( world pay ) regarding charge back on disputed damaged delivery.

I would like to know if anyone out here know how can we back our business regarding matter?

 

[japancool]

Rare but we have problem with damaged orders which reported after days or months. We do claim the damages and loss from courier insurance but it must be reported within 3 working days.

We have notices in place on websites, in terms and conditions and all our order confirmation emails as well as big a5 size caution / warning sticker saying that all damages and problems must be reported within 2 working days.

But you do realise that the customer can cancel their order for any reason within 7 days under the DSR, right? So if there was any damage, they could simply cancel their order and return the item even if they hadn't told you within 2 working days, as long as it was within 7 days.

 

[oceanboy]

Ok but dont we have any right as seller ? We can't claim the damage from insurance? Do we have to write it down as a loss?

also I have seen people trying to claim missing content and damages after 5 months, just like joke?

 

[SuffolkDesigns]

I have noticed that a few companies issue instructions to buyers to open and check for damage before signing for receipt or they will not be held responsible for damages.
Not sure how this would work if an item was signed for and was later found to be damaged, or indeed if it is even legal under DSR to have such a discaimer.
But I am sure that the delivery drivers would not be happy hanging around whilst items are unpacked.

 

[Chris Ashdown]

We have had problems like this before but always the courier has accepted the damage and paid the insurance, the 3 days is unrealistic as whilst somebody else may have taken in the goods there is no obligation on the buyer to open up there and then and thats the argument we use

Also damaged or open goods are always resealed by the courier unless the last driver

The ral answer is to use a good courier service who get enough business from you to care about loosing you

Also the goods inside will make a big difference to buyers chancing their luck on pinching and then complaining of non delivery so keeping out of the easy resale or under 25's market would possibly reduce the risk

 

[Uwe (Invoiceberry)]

Three days sounds unrealistic to me too...I regularly receive packages and only open them a few days later when I have time (or can be bothered). I think you should talk to the insurance/courier to get the 3 days bumped up to at least 7-14 days if possible.

 

[japancool]

Ok but dont we have any right as seller ? We can't claim the damage from insurance? Do we have to write it down as a loss?

also I have seen people trying to claim missing content and damages after 5 months, just like joke?

If it's within the DSR cancellation period, you'd have to claim it back from the courier. But beyond that, you're under no obligation to refund, and you'd certainly be outside the courier's liability period after 5 months so if you accepted the return, I imagine it would have to be written off.