Damaged Parcel Scenario

Damaged parcels will occur and there will be a need to remedy the issue for the customer. Some methods in which we become aware of a damaged parcel

1. Australia Post sends us an email with a case number regarding a damaged item. (very common)

2. Customer calls/emails us about a damaged parcel they have identified as a result of the tracking data they receive. (very common)

3. Customer calls/emails us about a damaged parcel they have identified because it has been delivered damaged. (very common)

4. Customer has refused the parcel at the post office when picking up as it was leaking (rare)

5. The parcel is returned to use damaged, no tracking data of a damaged parcel or information from the customer has been received. (very rare).

The following steps need to be taken when a damaged parcel has been identified:

1. Reassure the customer that the issue will be remedied once there is a time to investigate exactly what happened.

2. If no investigation has been lodged by Australia Post lodge an investigation (see that section for process)

3. Hard copies to be create (see that section for process)

4. Notes to be made in the order notes section (see that section for process)

5. Remedy the situation either with a credit voucher / replacement parcel / refund (see section on which remedy to use)

6. Keep the customer informed as to what is happening with the investigation / next steps.