Ask the customer for photographs, order details, packaging condition, and delivery date. Record whether the damage was visible at handover or discovered after opening. Contact the courier with the evidence and keep the claim reference. Resolve the customer’s issue according to the business policy while pursuing the courier separately.
Improve packaging or change the courier when the same damage pattern repeats. Do not blame the customer or courier publicly before the facts are known. Track the cost of replacements, returns, and delayed claims.
KobStore can help a Kenyan seller explain product and delivery conditions before purchase. A clear claim process completes the service when something goes wrong in transit.
