Problems at delivery: damaged or missing items and how to resolve them

Why a problem at delivery is a question of trust

A shop may forgive a problem once, but how you behave then matters a great deal. Missing or damaged goods are rarely a big loss in themselves, while the wrong reaction costs you the shop.

What matters most to the shop is seeing that it was taken seriously and that the problem will be fixed. So the best strategy is to have your approach ready in advance: what the driver does on the spot, and what the office does afterwards.

The three most common cases

Missing goods: the order had ten cases and eight arrived.
Damaged goods: broken or spoiled packaging, a wet case, a short or expired date.
Wrong goods: a different product, a different unit, or another shop's order arrived.

In all three the cause often arises in picking or loading and only shows at delivery. So prevention starts at the warehouse again.

What to do on the spot, step by step

The driver should have a simple procedure so they act the same way every time and emotions do not take over.

Open and check with the shop present, before you leave.
Do not argue or justify: first acknowledge that there is a problem.
Write down exactly what is missing or damaged and how much.
If possible take a photo, especially of damaged goods.
Contact the office from the spot, so a decision is made at once.
Tell the shop what happens next: we will bring the rest, replace it or take it off the amount.

How to decide the compensation

There is no single right option, but it is right to have the rule in advance and apply it equally to every shop. The list of rules is for you to write, because it depends on your business terms.

Missing goods: deliver the rest on the next trip, or credit the amount against the next order.
Damaged goods: replace it, or reduce the order amount by the quantity that could not be accepted.
Wrong goods: take it back and deliver the right one; name the first day you can do it.
In every case give the shop a clear date: "tomorrow" is better than "soon".

Payment is cash on delivery, so the amount should be calculated from the final order, that is, what the shop actually received.

How to record it and use it afterwards

A problem that was not recorded repeats. Write down every case and its cause, so from time to time you can look at where the weak link is.

Confirm delivery with the real quantity, not the one on paper.
Note what the problem was and what was decided.
Once a month compare: for which product, in which shop and with which driver does it repeat?
If the same product is often damaged, review its packaging or the loading rule.

How to reduce problems

Most problems can be avoided if the warehouse and loading are set up well.

Compare a picked order with the list before loading, by two people.
Load fragile goods so nothing is stacked on top of them.
For goods with a date, check the date at picking.
If something is out of stock, tell the shop before delivery, not at the door.

Checklist

The driver has a simple procedure for a problem.
The compensation rule is decided in advance and is the same for everyone.
Every case is written down with its cause.
You tell the shop the exact date by which it will be put right.
Two people check the list at loading.

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