The pickled pig feet were probably the worst.  Some of the bottles in another shipment on the common carrier’s truck broke, spilling broken glass and a fragrant liquid all over our boxes of gift merchandise. The trucker who delivered our shipment wasn’t much happier about it than we were. But damaged and defective goods are all in a day’s work for the receiving area of a retail shop.

What do you do when you receive a problem shipment?  Tracking claims is one of the areas that can make a big difference in how much money you have left when all is said and done. Although we have a policy of not spending the time or money to claim anything under $10, there are many shipments with damage or shortages that come to considerably more than that.

 Damaged goods need to be reported right away to the shipping company, if it appears to be their fault, and to the vendor.  It used to be that the shipper would have you hold the broken cartons until they could send an inspector, who sometimes actually turned up with a portable typewriter to take notes. (I know, I’m really dating myself here.)  A digital camera does the trick nicely now, and if you keep one at the store you can e-mail a photo with your claim, as we did with the olive oil in the photo.

 If the vendor needs to see the damaged merchandise in order to fill your claim, ask for a call tag to be sent. You should not have to pay for returning merchandise that arrives broken — and in fact, if the broken goods are heavy, you could ask for a refund of some of the shipping costs as well as the cost of the merchandise.

 Shortages are a common problem in many of the shipments we receive — in fact, thanks to better packing materials and handling, they are more common than breakage.  It is essential that you compare the purchase order and packing list with what is actually received in order to make a prompt claim for any shortage.  Unfortunately these claims sometime come down to your word vs. the vendor’s word. Prompt and honest reports of shortages will help maintain your credibility, and establish a good relationship with vendors so that they are willing to efficiently handle any shipping problems that arise.

 

Happy Retailing,

Carol “Orange” Schroeder