Situation: The customer received the product but it was damaged during transit.
What to do:
- Open a carrier investigation.
- Ask the customer to provide as soon as possible:
- đ¸ Photo of the product packaging
- đ¸ Photo of the product damage
- đ¸ Photo of the shipping label (including tracking ID)
âšī¸ If the customer has already disposed of the packaging, you still bear the transport risk and must open a claim with the carrier.
- Ask the customer to return the damaged product.
- Within 5 business days of receiving the returned product, offer the customer a replacement or full refund â regardless of the outcome of the carrier claim.