TABLE OF CONTENTS


Definition: Parcel Damage Due to Logistics

Parcel damage due to logistics refers to any damage to a package or its contents that occurs during handling, transportation, or delivery by the logistics provider, after the item has left the seller’s facility.


 


 


Damaged Item Resolution SOP

1. Information Request (One-Time Only)

Request the following from the customer:

  • Product Labels (SKU label & PO number)

  • Shipping label 

  • Clear close-up photo of the damage on the product & package

2. Customer Guidance

  • Inform the customer that they may open the package for inspection.

  • Reassure them that return of defective items is not required.

3. Resolution Options

Option A: Partial Refund (PR)

  • Offer 30% Partial Refund (PR) if the customer is willing to keep and use the item as-is.

  • If the customer requests more than 30% PR, approval is required before proceeding.

Option B: Full Replacement/Refund

  • If the customer declines the PR:

    • Proceed with Full Replacement.

    • If rejected, go ahead with a Full Refund.

    • Advise customer to dispose of the item.


Cases Without Supporting Media

If the customer is unable/refuses to provide photos or proof:

  • Extend benefit of the doubt and offer 30% PR initially

  • If the PR is rejected:

    • Proceed with Replacement

Applicable scenarios include:

  • Item was disposed of immediately upon delivery

  • Customer is unable or unwilling to provide images


Case Example - https://mopio.freshdesk.com/a/tickets/77525