We understand that receiving a damaged order can be frustrating, which is why we’re dedicated to working with you towards a swift resolution. You can quickly resolve any delivery problems by following the steps outlined in this article. 

 

Pallet deliveries 

 

Step 1 

If a freight delivery arrives damaged, you should inform the driver to mark the Proof of Delivery (POD) as either “damaged accepted” or “damaged refused.” 

 

‘Damaged accepted’ would apply if you haven’t checked the delivery completely, but there’s visible damage to the box. 

 

Step 2 

Take pictures of the delivery as soon as you receive it. Ideally, these images should include: 

  • The goods, while they’re still on the pallet. 
  • The packaging, highlighting where there is damage. 
  • Any damage to the goods. 

 

Step 3 

Let us know about any damage as soon as possible, so we can get to work on solutions right away. However, if you’re unable to let us know immediately, make sure you notify us within 72 hours of your delivery. 

 

Step 4 

Submit all of the images and materials regarding your order to our Customer Support team at [email protected], who will be happy to assist in resolving the issue. 

 

Damaged order from DX or UPS 

 

Step 1 

If your goods arrive via DX or UPS with visibly damaged packaging, you have two options: 

  1. Refuse the delivery.
  2. Accept the delivery and tell the driver that you’re taking the goods ‘unchecked’ due to the potential for damages. 

 

If you choose to accept, the delivery driver will then change the POD from a ‘successful clean delivery’ to an ‘unchecked delivery.’ 

 

Step 2 

It’s important to take pictures at the time of delivery, especially if you’re refusing it. These images should include: 

  • The internal and external packaging. 
  • The shipping label confirming the goods were delivered by DX or UPS 
  • The damaged item. 

 

Step 3 

Let us know about any damage as soon as possible, or within 72 hours of your delivery. You can submit images and documentation related to the damaged order at [email protected]. Our Customer Support team will take it from there! 

 

Damaged order from Yodel or DPD 

 

Step 1 

If your delivery arrives visibly damaged, you, as the retailer, have two options: 

  1. Refuse the delivery. 
  2. Accept the delivery so that you can assess the damage.  

 

Step 2 

Make sure you take pictures of the damage at the time of the delivery, especially if you’re planning on refusing it. The pictures should show: 

  • The internal and external packaging. 
  • A shipping label from DPD or Yodel confirming you received the delivery. 
  • The damaged item. 

 

Step 3 

If your package arrives damaged from Yodel or DPD, you need to let us know within 72 hours of the delivery. The quickest way for us to help is by sending the images and documentation to [email protected]. 

 

Learn more about Bluestem Group 

 

Dealing with damaged deliveries can be stressful, but by following these steps, you can ensure a swift resolution. Bluestem Group is dedicated to providing a high-level of service and support for all your business needs.  

 

For further information, refer to the guidelines provided in our PDF or contact us.