Step-by-step advice for sellers on what to do if a customer complains about a parcel damaged or delayed by a courier or other delivery service. Plus pick up tips on how to reduce this risk.
It’s a common problem. You use a delivery service to ship a product to a customer. It’s in good condition when you pack it. But once it arrives, the customer says it’s been damaged in transit.
What to do?
As a seller, it’s your responsibility under the Consumer Guarantees Act to make sure deliveries arrive in good condition and at the agreed time. But this extra step between seller and buyer increases the risk of damage.
In a 2016 survey, Consumer Protection found 55 per cent of New Zealanders experienced a problem with a product or service in the past two years — 20 per cent said their most recent problem was the delay or non-delivery of a product or service.
Consumer problems caused by suppliers (external link) — Consumer Protection
Here’s what to do if a customer makes this complaint.
Providing remedies for faulty products (external link) — Consumer Protection
You may be able to claim compensation under this Act if deliveries to your customers are damaged or delayed by your courier or other delivery service — but it does not apply to postal services.
It’s a good idea to have a written contract with your delivery service. Together you must discuss and agree terms for when — or if — compensation will be paid for damaged or delayed packages. If you don’t have a written contract, you can still ask for compensation.
The Act does not apply for:
Note: The Contract and Commercial Law Act came into effect on 1 September 2017. It covers rules previously in a number of Acts, including the Carriage of Goods Act.
Use our new templates so you, your staff and your customers know how complaints will be handled. You can print these out or edit the PDFs on your computer or smartphone.
Our new section on customer complaints is packed with advice on what to do if someone complains in person or on social media — and when it’s OK to turn down a complaint.
You’ll also find tips on:
This guide shows you and any staff the requirements products or services must meet — if not, you must give a remedy.
From broken deliveries to spilled drinks, this quiz covers when to give a refund, repair or replacement — and when not to.