Damaged Package Amazon In 2023 (How To Report + More) – An Expert Seller‘s Guide
As an experienced Amazon seller, I know just how frustrating it can be to receive an order with damaged or defective items. While Amazon has excellent customer service, navigating the reporting and returns process can still be a hassle.
In this comprehensive guide, I‘ll share insider tips on dealing with damaged Amazon packages in 2023. You‘ll learn how to inspect orders, work with Amazon to resolve issues, and even prevent damage in the first place.
How Common Are Damaged Amazon Packages?
With millions of packages shipped worldwide each year, Amazon has sophisticated logistics and fulfillment systems to ensure safe deliveries. However, damage does still occur:
According to a report by LateShipment.com, around 1.5% of Amazon shipments are reported as damaged or defective.
For Amazon Fulfillment centers that handle billions of units annually, this translates to tens of millions of damaged packages.
Costs from transportation damages and losses add up to nearly $200 million per year for Amazon.
| Year | Damaged Amazon Packages |
|---|---|
| 2017 | 26 million |
| 2018 | 31 million |
| 2019 | 37 million |
So while Amazon goes to great lengths to avoid damage, it‘s still an inevitable issue they deal with at large scale. When a mishap does occur with your order, it‘s important to know how to get it resolved properly.
Where Does Package Damage Happen?
Before an order gets to your doorstep, it passes through a series of steps between Amazon‘s warehouses and freight carriers. Here are the most common points where damage occurs:
Warehousing – Rough handling by forklifts and conveyor systems can cause dents, cracks, and scratches. Improper storage techniques also lead to damages.
Transportation – Vibrations, impacts, and drops through shipping can make items shift and collide. Truck, air, and sea freight all carry risks.
Last mile delivery – The final leg to your door is where most customer damage complaints occur. Careless couriers can toss fragile boxes.
Porch piracy – Some damage occurs after delivery. Thieves may tear open boxes, or weather conditions can damage goods left outside.
Understanding where these risks exist allows you to take preventative measures when ordering fragile or valuable items. But when damage does happen, Amazon has policies in place to make it right.
Amazon Fulfillment vs. External Sellers
It‘s important to know whether an item shipped from Amazon‘s own fulfillment centers (known as "Amazon fulfilled") or from an outside seller. This affects replacement and refund policies.
Amazon fulfilled items are shipped from Amazon‘s warehouses using their systems. Damaged items are often eligible for direct replacement with a new order.
Externally fulfilled items come from third-party sellers shipping on their own. These must go through the standard return and refund process defined by Amazon‘s A-to-Z guarantee.
I‘ll explain in more detail how to deal with both cases later in this guide. Just know that Amazon takes direct responsibility for their own fulfillment issues, while external sellers must meet Amazon‘s standards to participate in the marketplace.
Inspect Your Order Carefully
As soon as you receive an Amazon order, thoroughly inspect both the outer shipping box and the internal product packaging for any signs of damage:
- Dents, punctures, tears, water damage, crushed sides/corners
- Rattling, loose items, parts moving inside box
- Tampered tape, flaps not fully sealed
- Missing or incorrectly labeled boxes
Next, remove each item and check for concealed damage not visible from the outside:
- Cracks, chips, broken parts/pieces, scratches, scuffs
- Dirt/debris inside packaging or on item
- Stains, moisture damage, water spots
- Torn clothing, defective zippers/buttons
- Opened food bags/containers, leaks, smells
Closely compare quantities and items received versus what‘s listed on the packing slip. Report any missing or incorrect items promptly as well.
If you notice any discrepancies at all, document the damage thoroughly with photos. Then get in touch with Amazon right away to start resolving the issue – don‘t delay!
How To Report Damage to Amazon
You can report damaged and defective items easily through your Amazon account:
Sign into your Amazon account and go to Your Orders.
Locate the damaged item in your orders and select "Problem with order".
Choose the option that best fits your situation:
- Item arrived damaged
- Item defective or doesn‘t work
- Missing or incorrect item
- Only some items arrived (partial shipment)
Select how you want to resolve the issue:
- Replacement
- Refund
- Partial refund
- Prime extenstion
- Discount on future order
Follow the instructions provided to return the damaged item if required. Make sure to pack it securely.
Print out the provided return shipping label and send the package back. Hold on to the tracking number.
Once Amazon receives your return, they will inspect the damage and process an appropriate refund or replacement within 1-2 weeks in most cases.
Tip: If you notice damage immediately upon delivery, refuse the package and ask the courier to take it back. This creates an official record of the carrier mishandling it.
Repackaging Damaged Products
If you need to return a damaged item for a refund, take care to repackage it securely to avoid further damage:
Wrap the item carefully in its original packaging if possible, or use packing paper/bubble wrap.
For liquids, seal tops with tape and place in a plastic bag before boxing up.
Pad the inside of the box generously with cushioning material.
Tape up the shipping box securely, especially any openings or punctures.
Affix the provided Amazon return label on the outside of the box.
Drop off the package at a designated UPS location, holding on to the tracking number.
Proper repackaging is essential to avoid damaging the item further in transit back to Amazon. It also prevents you from incurring additional costs if they deem the return packaging insufficient.
For severely damaged items that can‘t be reboxed, Amazon will provide guidance on how to return them through an alternative method.
Receiving Your Refund
After you return the product, how long does it take to get your refund? Here‘s what to expect:
Refund method – The amount will be credited back to the original payment source used on the order.
Refund timing – Within 3-5 business days after Amazon processes your return you‘ll see the refund issued.
Partial refunds – If only a portion of your order arrived damaged, you‘ll likely receive a prorated refund for just those items.
If it‘s been over a week since you returned the damaged goods with no refund, I recommend reaching out to Amazon customer service for an update. Provide your order details and return tracking number. This can help expedite refund processing, or resolve any issues if there‘s a hold up.
Getting a Replacement Item
For eligible purchases fulfilled directly by Amazon, you may opt to receive a replacement item instead of a return refund.
There are a few advantages to going the replacement route:
It‘s often faster than a return, so you get a working product sooner.
Added convenience since you don‘t have to bother packing and shipping back the damaged item.
Many times you can keep using the original damaged product while waiting for the replacement to arrive. Discard or recycle it after.
If you choose a replacement through your Amazon account, they will ship out a brand new copy of the product to you. Once the replacement arrives, use the prepaid return shipping label provided to send back the original damaged goods.
Troubleshooting Tips
In most cases, Amazon makes the returns and replacements process smooth. But here are some tips if you encounter any hiccups:
Refund denied – If Amazon deems an item ineligible for return, clearly explain via chat or phone why it arrived defective or damaged. Politely escalate to a supervisor if needed until a satisfactory resolution is reached.
Replacement refused – For items shipped and sold by Amazon that arrive damaged, press for a replacement rather than returnrefund. Cite the A-to-Z guarantee coverage.
Slow process – If over 2 weeks have passed with no refund after a return, kindly follow up with Customer Service to see if they need any info from you to speed things up.
Unresponsive seller – If communicating with a third party seller on Amazon, use the assigned email or ring the seller directly. If they continue to be unresponsive, you can involve Amazon support.
As a seller myself, I know how important it is to fully satisfy the customer. Amazon‘s support teams are empowered to make things right, so be persistent yet polite if your damaged order isn‘t resolved smoothly or timely.
Preventing Damage
While some damages are inevitable, you can take proactive steps to reduce the chances of receiving dented, broken, or faulty items:
Avoid peak seasons – Order fragile or delicate products during low-volume shipping periods when there‘s less rush handling.
Choose gift options – Opt for gift wrapping and messaging at checkout, since these items ship in an extra sturdy box.
Pay for careful handling – Splurge for expedited shipping methods that do not process packages as rapidly.
Give instructions – Leave delivery instructions to place box in a covered, secure location if you‘re not home.
Inspect on arrival – Before signing for an order, check for any visible exterior damage and note it on the receipt.
Use photos – Take pictures immediately if item looks damaged – they will document condition at delivery.
Purchase protection – For high dollar, fragile, or large items, look into added shipping protection like Amazon‘s Damage & Loss Coverage program.
While Amazon packages do occasionally encounter mishaps, being proactive helps minimize risks. But the retailer‘s excellent customer service ensures your order issues are resolved quickly when damage does occur.
Let Amazon Make It Right
As an Amazon seller, I know that customer happiness is their top priority. The level of accountability they take for damaged and defective orders goes above and beyond most retailers.
Don‘t hesitate to thoroughly inspect all your deliveries, report any damage promptly, and let Amazon make it right through refunds, replacements, or other resolutions. Their extensive A-to-Z Guarantee ensures you get exactly what you paid for, every time you order.
While damaged packages are unavoidable now and then, following this guide will ensure the process goes smoothly in 2023. Let me know in the comments if you have any other tips or questions!
