Introduction
Items damaged in transit can be a frustrating experience for any brand & customer. Not only does it impact your overall satisfaction, but affects how your brand is viewed.
Portless is committed to ensuring that negative experiences like these are handled with the utmost care to ensure customer loyalty & trust is maintained.
In this article, we'll explore the essential steps to take when a customer receives a damaged item. By following these procedures, you can ensure a smooth resolution process, enhance customer satisfaction, and uphold the integrity of your service or product delivery.
Steps
Validating the damaged goods
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Ask your customer to provide photo(s) or short video clip(s) showing how the order arrived
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Send an email to support@portless.com or file a ticket via the Merchant Portal
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Lastly, fill out the Shipment Issues Form.
For customers with damaged goods, Portless will assist by:
- Providing reshipment services with priority channels (if available)
- Provide cost of goods & shipping cost compensation for the order on your next invoice
Additional context
Packages that have been identified proactively as damaged by Portless will include direct credit of compensation for both shipping & cost of goods on your next invoice & will be notified via our Support team & ticketing system.
We will contact your team directly if reshipment is required.