Shipping damage and lost parcel procedure
SOP template
| SOP no. | Version | Effective date | |||
|---|---|---|---|---|---|
| Owner | Approver | Review date |
Purpose
To resolve damaged and lost orders quickly for the customer, and recover the cost from the courier where possible.
Scope
Every order reported as damaged, missing items, or not delivered.
Responsibilities
| Role | Responsibility |
|---|---|
| Customer service | Gets the details, replaces or refunds, and keeps the customer updated. |
| Operations | Lodges and follows up courier claims. |
Procedure
Get the details
Ask for photos of the item, the packaging and the label for damage. For a lost parcel, confirm the address.
Check the tracking
Check where the parcel is. If it shows delivered, ask the customer to check with neighbours and their building.
Replace or refund
Offer a replacement or refund as your policy and consumer law require, without waiting for the courier claim.
Lodge the claim
Lodge a claim with the courier with the photos, the order value and the tracking, before their deadline.
Caution: Courier claim deadlines can be short. Lodge it the day the customer reports it.
Track the claim
Record each claim and follow up until it is paid or declined.
Fix the cause
If the same item keeps arriving damaged, change the packaging.
Records
- The claims log with each claim and its outcome.
- Customer photos and messages.
Related documents
- Returns and refunds procedure
Revision history
| Version | Date | What changed | Approved by |
|---|---|---|---|
