Dear Customer, with this page we want to provide you with an additional service, such as receiving shipments from couriers, the most important steps to pay close attention to.
What to do if the package arrives damaged anyway?
Upon delivery, the courier will ask you to sign a document to prove that they have delivered the package to the address or person who was supposed to receive it.
If you see that the package appears damaged, choose the "acceptance with reservation" or "reservation of package integrity" option. This indicates that you have received the package, but that something may have gone wrong. If the package appears intact, but you know the contents could still be damaged (for example, because they are very delicate), choose the "reservation" option anyway.
The reserve allows you to check the contents later, since the courier, by law, does not allow you to open the package until you have signed for it.
WARNING: If you accept without reservation, you will sign a document saying that the package arrived in perfect condition, and at that point it will be very difficult to ask for a refund.
Bartolini, Fercam, and SDA operators usually ask for reservations only for a specific reason, such as if the package is broken or damaged.
How to make a conditional acceptance?
To accept a package with reservations, you must use specific fields in the document the courier will ask you to sign upon delivery, the delivery note. Each courier has its own procedures, so it's best to ask the driver making the delivery what you need to do.
Check the appearance and condition of the packaging, ensuring it is intact and complete . If the document mentions multiple packages, check that they are all included. If you accept the delivery with reservations because of visible damage, clearly state the reason on the delivery note: damaged packaging, damaged packaging, missing packages, etc.
If you suspect there may be hidden damage that isn't visible from the outside, sign with reservations, check the package as soon as possible, and immediately report any damage to the courier and the sender (for example, if you received a package from a store or online store).
What to do if the courier doesn't make it easy to sign with reservations?
Some drivers may be reluctant to let you sign for a reservation, but you still have the right to do so. If the courier is reluctant and won't tell you where to sign to activate the reservation, ask politely but firmly. If they refuse, it's best not to sign and refuse the package.
What happens if I insured the package and accept it without reservation?
If you insured the package and shipping, but signed for it upon delivery without using the reserve option, you lose your right to a refund . The insurance company won't refund you because you signed a document stating that the package arrived in perfect condition, meaning the damage wasn't caused during transport.
Each courier has its own procedures and methods for handling damaged shipments and acceptance with reservations: we've tried to write a short guide to help you handle most cases. Remember that accepting with reservations is your right , and if you don't use this option, it will be nearly impossible to receive a refund if you discover damage or missing items.