How to Prevent Damage and Lost Parcels

The outlook is good for 2019: online purchases keep on growing! Are you ready? Or do you fear lost parcels? Carriers see the number of parcel shipments increase enormously every year. This is no surprise, as total B2C online sales are expected to reach 27 billion euros by 2020! But with these extraordinary figures, shipping errors are going to become more and more common. In this article, discover how to prevent damage and/or lost parcels. We also give you solutions for when one of your parcels is damaged or lost.

The right approach for a successful parcel shipment

You may consider that shipping parcels is not really part of your sales process... Wrong! Delivery is in fact at the heart of your e-commerce business. Without a delivered product, there are no satisfied customers! For the shipping process to run under the best conditions, it is important that the parcel is correctly addressed and packaged.

Of course, you already know this! But there is always something that goes wrong. What should you pay attention to when sending your parcels? Here are our tips regarding labels and packaging materials.

Shipping labels

Without a shipping label, your parcel will not go anywhere. The shipping label is important because it allows the parcel to be scanned and tracked. In addition, it serves as proof of agreement between you, the e-merchant, and your carrier. When you send your products with additional insurance, the shipping label (with the Track & Trace tracking number) also serves as an insurance certificate.

Our tips for your shipping labels:

• The complete address: works with a minimum of 3 and a maximum of 6 address lines. Be sure to use spaces between the numbers and letters of the postal code and between the postal code and the city.

• The name is written correctly: be sure to correct the spelling. You are often in a hurry, so check, check, and check again!

• No underlined or italic letters: since parcels are scanned automatically, you should avoid underlining or using italics. This reduces the risk of errors when your carrier scans the packages.

• Tracking: always note the customer's email address and phone number. This considerably increases the chances that the parcel is delivered on time.

• B2B or B2C: always include the company name when delivery is made to a business address, otherwise you risk missing the delivery. Even for personal orders delivered to the workplace, always mention the company.

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  Did you know that you need to be very careful with adhesive tape? If you use shipping labels without adhesive strips, it is best to apply the tape to the sides of the labels. Avoid tape over the barcode, as it may not be able to be scanned.

  Packaging materials

  Mistakes are still made far too often when packaging products. Choosing the right material and the proper packaging method considerably reduces the risk of damage. Above all, we recommend using cardboard boxes.

  What techniques do you put in place to limit the risk of damage? Here are our most important tips:

  • Limit the space between the product and the packaging. Fill the space between the product and the box with polystyrene foam or bubble wrap. Cover the corners of the packaging with tape.

  • If your products are fragile or when you ship clothing, use warning tape: "Fragile," "Do not cut"...

  • Use tape at least 5 cm wide and strong enough to prevent the box from tearing.

  • For fragile products, it is recommended to work with corrugated cardboard. Note that fragile goods are excluded by default from damage compensation, unless a specific contract has been concluded with the carrier.

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    The specifics of international packaging

    Are you going to ship internationally? If so, here are a few additional rules:

    • The packaging must be able to withstand a fall of 1.5 meters in accordance with international regulations.

    • Do not use newspaper as filling material, or you risk censorship!

    • When you send dangerous goods (such as liquid substances or products harmful to the environment), you must indicate the dangerous goods identification number (UN or ID number) and affix a hazard label.

    • Always indicate the name and address of the sender and the recipient.

    • When you ship outside Europe, you must fill out a customs form and add a customs declaration. A commercial invoice is also required.

    • Want to learn more about international shipping? Read our article here !

      Damaged parcels

      If, despite all your precautions, your delivered parcel is damaged, you can start by filing a compensation claim with the carrier. Note, only if your parcel is insured. By default, parcels are not insured (or very little).

      When your parcel is damaged and you do not have insurance, you can only notify the delivery driver and file a report. You will inevitably have lost the shipping cost of your parcel.

      If you have insured your parcel, you can benefit from compensation. Packages are often available with an insured amount ranging from 100 EUR to 2,500 EUR (5,000 EUR with Sendcloud insurance). Claims must be filed quickly, with the carrier, within 5 business days.

      To file a damage claim, you must mention a number of elements in the claim:

      • Shipment tracking number

      • Photos of the outer packaging and the thickness of the cardboard

      • Photos of the inside of the packaging and the filling material

      • Proof of the actual damage caused to the product

      • Purchase and sales invoice for the goods

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        "Lost parcel" packages

        When you ship a lot of goods, it is possible that some of your parcels get lost. Given the nightmare this creates, it is good to know what you can do when parcels are lost.
        First of all, the carrier must officially declare your parcel lost. If that is the case, you can start a search request. The following information is required for this:

        • Shipment tracking number

        • Pickup and delivery address

        • Collection date

        • External characteristics of the shipment (packaging color, distinctive marks, dimensions, and weight)

        • Precise description of the contents of your shipment

        • Purchase and sales invoice

        • You can send this information to customer service through Sendcloud or directly to your carrier. If your parcel has been officially declared lost, you will only be able to claim compensation if you have insured your shipment.

          Do not forget to inform your customer of the situation immediately and, if possible, offer them a new shipment to avoid complaints and negative reviews.

          Delayed or untracked parcel

          This is an unpleasant situation for any e-merchant, but sometimes parcels are delayed or untracked during the shipping process. If that is the case, you can launch an investigation by contacting your carrier's customer service.

          You will need the same information as for lost parcels. Usually, the carrier gives a response or an update on the search within 5 business days. It can take longer, so be patient!

          Important: if your parcels are not insured, you are responsible for the shipment of your products until they are received by the customer. When products are lost or damaged, you must offer your customer a new shipment or a refund.

          In summary

          Lost or damaged parcels are rare, but it happens. If your parcels are well packaged and well insured, you take a minimum of risk and limit stress. We therefore recommend insuring your parcels when you send relatively expensive products.

          For inexpensive products, such as 5-euro phone cases, you can take the risk of a lost or damaged parcel. However, do not forget that if something happens, you have an obligation to send an identical product to your customer or to refund them. So be prepared to take the necessary steps with your carrier and to notify your customer. Never take the risk of losing your customers' trust!