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receiving damaged product

Initial Inspection

Inspect the package for any visible signs of damage.

Take photos of the damaged package before opening.

Check for any leaks or spills coming from the package.

Look for any dents, punctures, or tears in the packaging

Check if there are any loose or rattling parts inside the package

Note any strange odors coming from the package

Examine the product itself for any visible damage or defects

Check if any accessories or components are missing or broken

Test the functionality of the product, if possible, to ensure it is working properly

Unpacking the Product

Carefully open the package to inspect the contents.

Take photos of the damaged product from multiple angles.

Check for any missing or broken pieces.

Note any visible damage or unusual packaging

Compare the received product with the description and photos provided by the customer

Document any discrepancies or issues with the product

Save all packaging materials in case they are needed for return or replacement

Contact the shipping carrier to report the damage and initiate a claim if necessary

Documentation

Record the order number and tracking number.

Document the condition of the product and packaging.

Contact the shipping carrier to report the damage.

Take photos of the damaged product and packaging

Create a written description of the damage

Fill out a damage report form or online submission

Save all documentation related to the damaged product for future reference

Communicating with the Customer

Notify the customer of the damaged product.

Offer options for replacement, refund, or exchange.

Provide instructions for returning the damaged product.

Apologize for the inconvenience caused by the damaged product

Confirm the customer's preferred resolution (replacement, refund, exchange)

Provide estimated timelines for the resolution process

Offer compensation or a discount for the inconvenience

Follow-Up Actions

Initiate a claim with the shipping carrier.

Process a replacement order for the customer.

Review packaging and shipping procedures to prevent future damage.

Notify the customer of the status of their replacement order

Follow up with the shipping carrier to track the progress of the claim

Conduct a root cause analysis to identify the reason for the damage and implement corrective actions

Update the customer on any changes made to packaging and shipping procedures

Offer the customer a discount or refund for their inconvenience

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