Damaged Product Complaint
Damage-in-transit complaints are among the easiest to resolve when documented correctly at the moment of delivery — the key evidence is photos/video of the package exterior and the damaged item together, taken before you move or discard the packaging.
What Is It
This complaint category covers physical damage that occurred during shipping — cracked screens, dented packaging with a broken product inside, leaking liquids, or crushed boxes — as distinct from a manufacturing defect that would have existed regardless of shipping.
When To Use It
Use this immediately at delivery if the outer packaging looks damaged, or immediately on opening if the item inside is broken — the sooner this is reported, the stronger your claim.
Step-by-Step Process
- 1Photograph the outer package (all sides, especially any visible damage/crushing) before opening.
- 2Photograph/video the item as you unbox it, showing the damage clearly alongside the packaging.
- 3Raise a 'damaged item' return/refund request in-app within hours of delivery, attaching this evidence.
- 4If the platform's automated system rejects it, escalate manually to customer support with the same evidence.
- 5If still rejected, email the Grievance Officer, and escalate to the National Consumer Helpline (1915) if needed.
Documents Required
- Photos of the outer packaging showing any visible damage
- Photos/video of the damaged item
- Order ID and invoice
- Timestamp of delivery
Fees
Free through platform escalation.
Processing Time
Damage claims with clear photo evidence are typically resolved within a few days to a week.
Important Tips
- Report damage the same day you receive the package — delays weaken your claim significantly.
- Keep the original packaging until the claim is resolved — platforms sometimes request it back for inspection.