When a customer receives a damaged item, it’s more than just an inconvenience; it can affect how they see your brand.
At Portless, we treat these cases with care to protect customer trust and loyalty.
This guide walks you through the key steps to take when damage occurs. Follow these steps to resolve issues quickly, keep customers satisfied, and show that your brand stands behind its service.
Note: Shipment Issues Form is a required form for reporting any delivery or damage-related problems. For more information, you can also visit Shipment Issues Form: How and When to Use it?
Validate the damage
Ask your customer to provide clear photo(s) or a short video clip showing how the order arrived, including any visible damage to the items or packaging.
Reach out to Portless
You may send the report through any of the following:
Send an email to [email protected].
Submit a ticket via the Portless Help Center.
Chat with us by clicking on the bottom right chat bubble on the Merchant Admin Portal.
Be sure to include:
Order number
Supporting photos or videos
Short description of the issue
Compensation guidelines
When a damage claim is validated:
Reshipment. We’ll arrange for a replacement shipment using priority channels (if available).
Compensation. You’ll receive credits for both the cost of goods and shipping costs on your next invoice.
Proactive Cases. If Portless identifies a damaged shipment before you report it, we’ll automatically:
Apply credits for goods and shipping to your next invoice
Notify your team via the Support team and ticketing system
If reshipment is necessary, we’ll reach out to your team directly with the next steps.