Customer parcel quite badly crushed

[NWpostie]

Hello recently delivered to a customer and one of the packet was a badly crushed with something electronic inside it I think, I was asked by the customer about making a claim, I am not sure as to how you can go about that and how difficult it would be ? do the claims office string it out or pay up promptly ?

Going to tell him next week, once I got accurate information, did give him the DO number tho.

[DGP1]

All you can do is tell him to call CS and let them process the claim, I don't think there is much compensation though, just some stamps. He needs to contact whoever sent the item and get the compensation from them.

[NewPostieUK]

If its something they have bought, they can claim all their money back from the seller. The seller can claim from Royal Mail.

[mazza111]

yup, contract is with the sender. Let them deal with it :)

[dvbuk55]

I worked in the callers office some years ago and a parcel was returned which was obviously a framed picture complete with glass - or more to the point broken glass. I was hoping and praying they didn't turn up for it on my shift but sods law prevailed and they came in to pick it up.

The packaging for it was totally inadequate, just brown paper and cellotape, which I pointed out to the customer. I said they could try to claim but RM would be unlikely to be too sympathatic because of the lack of care in packaging in the first place. Common sense prevailed and they didn't take a claim form.

[NWpostie]

Cheers for that, I felt guilty giving him the damaged parcel, it didn't make RM look too good and as a public face of RM, I get it in the neck, I get all the usual questions I don't know the answer to such how did it happen ? where did it happen ? why ? etc

[DGP1]

If it happens again that you know it's been damaged then stick it in a damages bag, that has all the details for them to contact.