What to do if your GLS package arrives damaged?
You've just received a GLS package and unfortunately noticed it arrived broken. You're right to wonder what recourse and claim you can make for such an inconvenience. In this article, we'll cover the steps to follow to obtain a satisfactory resolution when a GLS package is received damaged.
Step 1: Report the incident upon delivery
The first thing to do when you notice that your package is damaged is to immediately report it to the delivery person. The "damaged package" note must be included on the delivery slip to provide official proof of the package's condition upon receipt. If possible, also take photos of the package before opening it to have visual proof of its condition.
Checking the contents of the package
If the delivery person agrees to stay while you inspect the package's contents, take the opportunity to check the condition of the items inside. This can help you determine whether the damage is merely cosmetic or has affected the product's functionality. Note any issues you find and inform the delivery person before they leave.
Step 2: Contact GLS customer service
Once you've thoroughly documented the condition of the package and the damaged items, it's time to contact GLS customer service. You can contact them by phone or through their website to report the incident and request compensation. Don't hesitate to provide them with any evidence you have (delivery slip mentioning the damage, photos, etc.) to support your claim.
Deadline for filing a claim
It's important to note that you generally have 48 hours after receiving your package to file a claim. After this time, GLS may consider the damage to have occurred after delivery, rendering your claim inadmissible. So be sure to file your claim as soon as possible.
Step 3: Contact the seller or shipper
In some cases, it may be necessary to also contact the seller or sender of the package to inform them of the situation. Indeed, they are often the ones who took out the package insurance and will be able to file a reimbursement claim with GLS if necessary.
Keep proof of purchase
To facilitate this process, remember to keep all documents relating to your purchase (invoice, order confirmation, etc.). This information may be necessary to prove the origin of the damaged products and establish GLS's liability for their deterioration.
Step 4: Track the processing of your claim
Once you've filed your claim with GLS and contacted the seller or shipper if necessary, all you have to do is wait for your claim to be processed. Depending on the case, you may be able to obtain a replacement for the damaged items, a refund, or coverage for the repair costs.
Response and resolution time
The response and resolution time for a complaint varies depending on the situation and the parties involved. It is therefore difficult to provide a specific timeframe for resolving your issue. However, do not hesitate to regularly contact GLS customer service or the seller if you notice that your request is not progressing.