Damaged or Defective Orders: A Customer’s Guide to Proper Protocol

Receiving a damaged or defective order, or finding out that you’ve been sent the wrong items, can be frustrating or disappointing. However, there are established protocols that can help you navigate through this inconvenience and ensure a satisfactory resolution. In this guide, we’ll walk you through the general steps to take when faced with such situations when ordering from any company, and at the end we’ll walk through some of our policies at Briden.

What You the Customer Should Know:

1. Inspect the Package Upon Arrival:

The first step is to carefully inspect the package as soon as it arrives. Look for any visible damage to the outer packaging. If you notice any dents, tears, or signs of mishandling, document them by taking clear photos. This evidence will be valuable when communicating with the seller or shipping carrier. Delivery times can typically be coordinated with date stamps on your photos for added assurance.

2. Check the Contents:

Once you’ve inspected the outer packaging, carefully examine the contents inside. Ensure that all items are present, and if applicable, check for any defects or damages. Take note of any discrepancies between what you ordered and what you received.

3. Take Photos and Document Everything:

Photographic evidence is crucial in resolving issues with damaged or defective orders. Take clear photos of the damaged items, defective parts, or incorrect products. Also, document any paperwork, invoices, or packing slips that accompanied the order. These documents will serve as proof when communicating with the seller.

4. Contact Customer Support:

Reach out to the customer support team of the company from which you made the purchase. Provide them with a detailed description of the issue, including the order number, a list of damaged or incorrect items, and attach the photos and documentation you’ve gathered. Most reputable businesses have a dedicated customer support system in place to handle such cases.

Customer service can be a tasking job, lets all work together to be kind and respectful when handling these sometimes sensitive situations!

5. Follow the Established Return Process:

Many companies have specific return or exchange processes for damaged or defective items. Follow the instructions provided by the customer support team carefully. This may include filling out a return form, obtaining a return authorization, or using a designated shipping label.

Fun Fact: Within Canada it is not actually a legal obligation for companies to accept any return(s), except in the case of a defective product. Most companies accept returns to keep the peace and create a positive customer service experience.  See here for the Canadian legislation.

6. Keep Records of Communication:

Maintain a record of all communication with the seller, including emails, chat logs, or phone call transcripts. This documentation can be useful in case any disputes arise or if you need to escalate the issue.

7. Escalate the Issue if Necessary:

If the initial communication with the customer support team doesn’t lead to a reasonable and satisfactory resolution, check if the company has an escalation process. This might involve contacting a supervisor, manager, or using an alternative dispute resolution service.

8. Review Company Policies:

Familiarize yourself with the company’s return and refund policies before making a purchase. Knowing your rights as a customer can help you navigate the process more effectively and ensure that you receive a fair resolution.

Briden Solution’s Return Policy:

[ Note: This article was created November 2023, please click here for our website to familiarize yourself with the entirety of our policy ]

“At Briden Solutions, we want you to be happy with your purchases. We accept returns within 30 days of original purchase for a full refund upon receipt. **read policy for all details

Damaged or Defective product? Products that are damaged or defective can be returned for an exchange or full refund within 30 days of the original purchase date. We will provide a full refund of the product purchase price once the return has been received or ship a replacement without any additional charges. Damaged or defective returns must be shipped back in the original shipping box and product must remain unused. Briden Solutions will cover the return shipping expenses on items that fall under this condition. Please contact us if you have damaged or defective product.

 Note that if original orders are refused by the customer, are undeliverable, or are not picked up within 5 business days, we reserve the right to refund your order minus any shipping costs. A 15% restocking fee may apply.”

Conclusion:

While receiving a damaged, defective, or an incorrect shipment can be inconvenient, following the proper protocol can lead to a smooth resolution. By staying proactive, documenting issues, and communicating effectively with the seller, you can turn a frustrating situation into a positive customer service experience.

If you have any comments, please reach out to our Customer Service Team found on our website!