Claim Process for Damaged Goods

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Receiving of Damaged Goods

"If you have received damaged goods, please follow these steps:
 

1.          Contact the shipping company (e.g., DPD, TNT, Jenkins) immediately to report the damage.

2.          Provide them with the relevant details, including your order number and any reference numbers.

3.          Take clear photos of the damaged item and packaging.

4.          Keep the packaging materials for inspection.

5.          Thank you for your cooperation."

Process for Damaged Goods

Step 1: Receiving the Shipment

• Receive the Shipment:
• When the shipment arrives, ensure that the packaging is intact and not visibly damaged.
• Note any visible signs of damage on the outer packaging (e.g., dents, tears, or punctures).

Step 2: Documenting the Condition Before Unpacking

• Take Photos of the Unopened Box:
• Before opening the box, take clear photos of all sides of the unopened package.
• These photos will serve as evidence of the initial condition.
• Inspect the Box for External Damage:
• Carefully examine the box for any visible signs of damage.
• Document any issues, such as crushed corners or broken seals.

Step 3: Unpacking the Goods

• Open the Box:
• Open the packaging carefully, avoiding any damage to the contents.
• Take additional photos of the opened box, showing the interior packaging.
• Inspect the Contents:
• Remove the product(s) from the box.
• Inspect each item for visible damage, scratches, or defects.
• Document any issues with individual products.

Step 4: Reporting the Damage

• Contact the Shipping Company:
• Immediately contact the third-party shipping company to report the damage.
• Provide them with the following information:
  -Order number
  -Tracking number
  -Description of the damage
   -Photos of the damaged packaging and products
• File a Claim:
• Follow the shipping company’s claim process.
• Submit the necessary documentation, including the photos taken during the inspection.

Step 5: Retain Evidence

• Keep All Packaging Materials:
• Retain the original packaging, including the box, bubble wrap, and any other protective materials.
• The shipping company may need to inspect these materials.
• Record Details:
• Maintain a record of all communication with the shipping company.
• Note dates, names of representatives, and reference numbers.

Step 6: Follow Up

• Follow up with the Shipping Company:
• Regularly check the status of your claim.
• Cooperate with any additional requests from the shipping company
• If needed contact your Solis Service