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Team Wallraff researches the parcel industryPackage broken or lost? You can do that
Ordered a package and it was broken or not received at all?
Anyone who likes to order online knows the dilemma with delivery. Sometimes it works wonderfully, sometimes you have to chase your package forever – and sometimes you even end up damaging it. A widespread problem that the Wallraff team has now researched in a new report. Consumer expert Thorsten Knippertz knows what rights recipients have.
What rights do I have if I receive damaged packages?
Consumer expert Thorsten Knippertz: “Thank God you as a customer have a lot of rights. Namely the right to have such goods delivered in perfect condition. The dealer has to deliver the things to you in such a way that you can use them and that they are not broken. And the dealer is also your contractual partner, so he has to choose which shipping service provider he uses. Sometimes there are a few differences. However, of course that also depends on the messenger.
If you order anything online, you always have the right to simply send it back within two weeks. You can revoke it without giving reasons. But if you get something broken now, then I would actually rather take advantage of the warranty so that you can say: It was delivered broken, it's not my fault that it's broken, please take it back and give me something sensible.”
Reading tip: Package damaged? These are your rights!
How exactly do I go about this? How do I find the dealer?
Thorsten Knippertz: “The best thing to do is that if you get the package damaged, you take a photo of it or even make a video while you're unpacking it. Then you have proof that it wasn't you who broke the whole thing. Then you don't have to contact the parcel service, but actually the retailer where you ordered it. They are responsible for it. They then have to make sure that you get something new and sensible and then also deal with the parcel service provider, who will ultimately take care of the whole thing You have to pay, but you contact the dealer where you ordered it.”
Recommendations from our partners
If I can see that the package is damaged, should I even accept it?
Thorsten Knippertz: “You don't have to accept it. You can also say, look here, it's broken, I won't accept it. Or if there's a slight dent in it and you think the contents aren't damaged, then you can also accept it with reservations. Then you tell the parcel carrier, please note that I only accept it with reservations. Of course, they don't like doing that because they're always under time stress, but you definitely have the right to do that. And if They say they don't note it, then you can always say you don't accept it.”
Reading tip: Accept packages for your neighbor? You should definitely pay attention to this
What if the package doesn't arrive, but it says “delivered” in the system because it was supposedly dropped off at a neighbor's house?
Thorsten Knippertz: “Very important: Many people say that there is a storage location where the parcel delivery person can put the package. In that case, if you have allowed it, then it will be your own fault if the package is stolen or doesn't arrive afterwards, so I would be careful. It would be better to have it delivered to an official location, or to parcel boxes. Or specify a desired neighbor who you trust. It's a bit tricky with the storage location, because then the liability passes to you.”
Team Wallraff on RTL+
Tomorrow evening Team Wallraff will also be talking about parcel services. You can see what the investigative reporters uncovered on Wednesday, May 6th at 8:15 p.m streaming on RTL+!
