When a delivery arrives damaged or never arrives, handle the customer first and the courier second. Refund or replace according to your own policy, then gather the order record, the proof of delivery and photos, and send the claim to your courier inside the period your agreement allows. The cleaner your records, the faster the claim moves.
The short version
- Make the customer whole under your own policy first. Pursue the courier afterwards.
- Collect the evidence the same day: order number, tracking history, proof of delivery, photos of the item and its packaging.
- Know your claim window. Most agreements set one, so read it before you need it.
- Put the liability terms in writing before you start: what is covered, how value is set, and how fast claims are handled.
- Reduce claims at the source with good packaging, clear labels and proof of delivery on every order.
What counts as a claim?
| Situation | What it usually means | Evidence to gather |
|---|---|---|
| Damaged on arrival | The item or its packaging was damaged somewhere between your shelf and the door. | Customer photos of the item and packaging, your pack-out photo if you take one, proof of delivery |
| Marked delivered but not received | The record says delivered, the customer says no. | Proof of delivery photo and timestamp, address, tracking history |
| Lost or missing | The order never reached the customer and is not with the courier. | Tracking history, last scan or last known position, pickup record |
| Partial delivery | Some parcels arrived, some did not. | Parcel count at pickup, labels, proof of delivery |
| Wrong address | The order went to a different address than the one on the label. | Order record, label, delivery location in the proof of delivery |
| Late beyond the promise | The order arrived after the agreed window. | Promised window, delivery timestamp |
A claim differs from an ordinary failed delivery, where nobody was home and the order is still with the courier. See failed delivery attempts for that case.
Seven steps when something goes wrong
- Acknowledge the customerTell them you have seen the problem and what you will do. Do not wait for the courier's answer to reply.
- Look at the order recordPull the tracking history and the proof of delivery for the order number.
- Collect photosAsk the customer for photos of the item, the packaging and the label. Add your own pack-out photo if you keep one.
- Make the customer wholeRefund or ship a replacement according to your policy. This is a decision between you and your customer.
- Open the claimSend the courier the order number, a short description, the photos, and the declared value of the item.
- Note the datesWrite down when you opened the claim and what the agreement says about response times.
- Follow up and log itRecord the outcome. If the same cause appears again, change something upstream.
What to put in your delivery agreement
The time to agree on claims is before the first order. Whether you run an on-demand account or a dedicated route, ask for the courier's liability terms in writing and check these points. The delivery service agreement checklist puts them in context.
- Scope. What is covered: loss, damage, delay?
- Value. How is the value of a claim decided? Do you declare it, and is there a ceiling?
- Window. How long do you have to report a problem, and how?
- Evidence. What proof does the courier need from you, and what proof will it give you?
- Packaging. What packaging standards does the courier expect?
- Exclusions. Which goods or circumstances are not covered?
- Speed. How quickly will the courier respond and settle?
General information
How liability works between you, your courier and your customer depends on your contract and your situation. This article is practical guidance, not legal advice. For anything of high value, ask for the terms in writing and consider getting advice.
Reduce claims before they happen
- Pack for the trip. Fragile items need their own protection, not just a box that fits.
- Print one clear label per parcel and match the parcel count to the manifest.
- Give the courier the apartment number, buzzer code and delivery instructions.
- Photograph high-value orders when they are packed.
- Use proof of delivery on every order. It answers most "never arrived" claims without a dispute.
- Read the exceptions in your reporting. Repeated damage on one product often points to the packaging, not the route.
How recourier.ca fits in
recourier.ca records a photo and a timestamp for each delivery, gives each order a tracking link and reports on exceptions. These records are the evidence a claim depends on. If you are considering a dedicated route, you can ask how exceptions and claims are handled and have it written into the agreement.
Frequently asked questions
What should I do first when a customer says their order arrived damaged?
Respond to the customer and ask for photos of the item, the packaging and the label. Then resolve it under your own refund or replacement policy, and open a claim with your courier.
How long do I have to file a claim with a courier?
It depends on the agreement. Many set a time limit for reporting. Ask for the claim window in writing and note it in your process.
Who pays when a delivery is lost?
That depends on your contract with the courier and on your own policy toward your customer. Settle the customer first, then use the agreement to claim from the courier.
Does proof of delivery help with a damage claim?
It helps show when and where the order was left, and in what condition at drop-off if the photo shows the parcel. Customer photos of the damage are still needed.
Should I insure high-value orders?
Ask your courier what its terms cover and how value is declared. For high-value goods, consider whether the terms are enough for you or whether you need separate cover. This is a business decision.
Want to know how exceptions and claims are handled on a dedicated route? Ask us before you sign anything.