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How is a damaged item handled?
Summary: england141260 asks about how to handle a damaged porcelain delivery. The buyer wants to return the product, but there are questions about the process, especially whether transport damage with DHL has to be reported, who is responsible for that, and within what timeframe. It is also being considered whether a return avoids costs, and whether the buyer receives a refund immediately even though they did not send a photo of the packaging.
Hello, the buyer reported that a piece has broken off an item made of porcelain. He would like to arrange a return.
How does the process work now? The item was well packaged and it would then have to be reported to DHL as transport damage.
Who has to do that and within what time frame? The buyer has not sent any photo of the packaging.
Does the buyer get his money back right away? Is it possibly sensible that the shipment is not sent back so that no additional shipping costs are incurred?
meinehexe11
Mentor2 weeks agoHi, hi.
Normally, the buyer would have to go to the DHL branch with the completed damage form.
https://www.dhl.de/dam/jcr:582dc504-3ad1-43b3-b722-4060607cfc12/dhl-schadensanzeige-052025.pdf
I don’t know how cooperative your buyer is.
Alternatively, the buyer can report an item that differs from the description. You send him a return label and can handle the damage report yourself.
BUT: Shipping glass/porcelain etc. is tricky. In my experience, DHL will brush it off and claim it wasn’t packed well. That might be true too, I don’t know.
You packed each piece separately and very well in bubble wrap etc.? Everything again in an extra box? Would you have been able to drop the package from a height of one meter without hesitation and be absolutely sure that nothing inside would break?