# Damaged, lost & delayed shipments

Source: https://handboek.snelparts.com/en/damaged-lost-and-delayed-shipments.md

> What to do when a parcel arrives damaged, goes missing or gets stuck in transit.

This page describes what to do when something goes wrong with a shipped parcel: damage, loss or delay in transit. Acting quickly and in a structured way prevents customer frustration and ensures we can support any claim with the carrier.

> [!NOTE]
> This page is based on our role agreements (see [Organizational
>   structure](https://handboek.snelparts.com/en/organizational-structure.md)). Align the exact claim steps with
>   DPD and UPS with the Warehouse Manager, and expand this page once practice has
>   settled.

## First response

For every report of damage, loss or delay:

1. **Look up the order** via the order number in Picqer and the webshop.
2. **Find the status** via the carrier's track & trace (DPD or UPS).
3. **Gather evidence** — photos of damage, the shipping label, the track & trace history.
4. **Determine the type of problem** and follow the matching route below.

## Arrived damaged

- Ask the customer for **photos** of both the product and the shipping box.
- Record what is damaged and link it to the order.
- Report the damage to the Warehouse Manager; he assesses whether a **claim with the carrier** is filed.
- Keep the evidence — without photos of the damage and the packaging, a claim has no chance.

## Lost / not arrived

- Check the **track & trace** first: is the parcel really stuck, or just still in transit?
- If a parcel is demonstrably lost, the Warehouse Manager opens an **investigation/claim** with the carrier.
- Wait for the outcome of the investigation before promising a final solution, unless the Warehouse Manager decides otherwise.

## Delayed in transit

- Check whether the delay is with the carrier or whether the parcel got stuck due to missing info (see _Paused orders_ in [How an order flows through our systems](https://handboek.snelparts.com/en/order-processing.md)).
- For an address or information problem on our side: correct it immediately and restart the shipment.
- For a delay with the carrier: keep an eye on the track & trace and inform the customer proactively.

## Resolution: reship or refund

The choice between a **new shipment** and a **refund** is aligned with the Warehouse Manager and depends on stock, the order value and the outcome of any claim.

| Situation                      | Direction                                                          |
| ------------------------------ | ------------------------------------------------------------------ |
| Damage, product still in stock | Usually reship after the evidence has been recorded.               |
| Loss, claim in progress        | Align the solution; often reship, refund if the claim is rejected. |
| Delay caused by the carrier    | Usually wait and inform the customer; no warehouse action needed.  |

Process a refund according to the steps on [Returns & refunds](https://handboek.snelparts.com/en/returns-and-refunds.md).

## Communicating with the customer

Keep the customer briefly, honestly and proactively informed: what is going on, what we are doing about it, and when they will hear more. If the situation escalates emotionally, bring in the Product Manager for de-escalation.