Quick Summary
If your parcel is damaged with EasyParcel, immediately document the damage with photos (packaging and contents), and keep all original packaging. Report the issue promptly through the "Manage Parcel" section by selecting "Request Claim" and select "Parcel Damaged", and submit a claim via the "Support" > "Contact Us" section on their website within the specified timeframe. Report the issue by selecting "Parcel Damaged" to initiate an investigation.
We'll Cover:
Why is my parcel damaged?
The primary cause of damage is insufficient packaging. You must always consider your parcel's pending journey when you prepare your shipment for delivery. All parcels, especially international parcels, are handled, loaded, and offloaded several times during transit. In addition, your parcel will be stacked onto other parcels, and it will also have other parcels stacked on top of it. This is why it's important that you package your goods in accordance with our Packaging Criteria.
Your claim is likely to be rejected if:
- There is no external damage to the packaging, but the contents inside are damaged. This points to the fact that the goods were not sufficiently protected inside the box.
- The goods inside were not sufficiently cushioned and suspended inside the box to prevent movement and protect against external impact during transit.
- If the weight of your contents were too heavy for the size of the box, or the type of box used.
- The joins and openings of the parcel were not sufficiently secured for transit by suitable amounts of packaging tape, and as a result the walls of the box have collapsed, or the parcel has burst open during transit.
- You do not submit your claim request within 2 calendar days of receiving the damaged items.
- You fail to sign for your parcel as received 'damaged' upon delivery or as 'unchecked'.
- Your goods are on our prohibited and no compensation item list.
What should I do if my parcel is damaged?
If your parcel is damaged upon receiving, be hurry to take pictures in order to document the condition of the delivery as soon as it arrived, this includes:-
- Photo of the outer and inner packaging from different angles
- Photo of the wrong item in the parcel
Kindly keep the damaged item along with its packaging as further investigation may be required by the courier.
How can I report a parcel that is damaged?
Solution 1 (Recommended)
Step 1: Log in to your account, head over to "Manage Parcel", then click on "All Parcels".
Step 2: Select the parcel you want to report, click "More Actions", and select "Request Claim".
Step 3: Select the "Parcel Damaged".
Note: Claim must be submitted within 2 days of delivery.
Step 4: Fill in the details required and click "Submit".
Step 5: Your report has been submitted to our support team and you can track the parcel report status by clicking on "Support" > "Enquiries History".
Solution 2
Step 1: Visit our Contact Us website at https://app.easyparcel.com/my/en/contact-us/
Step 2: After entering the website, click on "Shipment Enquiry".
Step 3: Next, select whether your parcel is a domestic or international shipment.
Step 4: A list of options will appear prior to selecting your inquiry type. From there, select "Parcel Damaged".
Step 5: Fill up the necessary details required in the section below. Once submitted, our customer support team will approach you accordingly via your ticket ID where it can be found in your email.
