Vietnam's shipping industry is on a robust growth trajectory, projected to expand from US$48.57 billion in 2024 to an impressive US$ 71.88 billion by 2030, according to Mordor Intelligence™ Industry Reports. This growth, marked by an annual increase of 6.75%, signifies a burgeoning sector crucial to the nation's economic framework. Despite this vibrant expansion, the incidence of shipping-related damages remains a significant concern.
As Vietnamese consumers exhibit a growing trend of indulgence, with more than 70% planning to increase spending on diverse product categories, as reported by McKinsey & Company, the expectation for impeccable delivery services is also rising. These consumers are not just spending more; they are also becoming more discerning, expecting both quality and efficiency in delivery and products.
In this context, promptly addressing and resolving issues related to damaged goods is vital for maintaining customer satisfaction and trust. So, what are the critical steps to take to safeguard your business's reputation and ensure customer loyalty? And if you are merely having goods shipped internationally to you, what should you do if you receive damaged items?
Understanding your rights when shipments go wrong
But first, it's crucial to grasp the legal landscape surrounding consumer rights in Vietnam, especially in the context of damaged shipments.
The National Assembly has significantly bolstered the Law on the Protection of Consumer Rights through recent amendments. According to Vietnam Briefing, these enhancements that will enter into force on July 1 2024, mandate that companies must strictly adhere to labelling requirements and proactively manage the recall of defective goods, including halting distribution and covering any related consumer costs, amongst others.
However, despite these strengthened protections, Vietnamese consumers still face risks such as misleading advertisements and the frustrations of delivery delays.
But that does not mean that consumers have no recourse when items are damaged during shipping. When working with reliable logistics providers, like DHL Express, to ship your goods internationally, more often than not, the power to rectify the situation is in your hands if you find yourself with a damaged item.
What is meant by damaged goods?
Now, before you proceed to make claims for shipping damages, it is important to understand exactly what constitutes "damaged goods."
According to the latest updates in the Law on Protection of Consumers' Rights, a "defective product or good" is identified as one which, despite being manufactured according to existing standards or regulations, fails to ensure consumer safety and may cause harm to their lives, health, or property. And according to LawNet, this definition encompasses several scenarios:
- Products that exhibit defects originating from their technical design during mass production.
- Items that possess defects arising from errors in their individual manufacturing, processing, transport, storage, or usage processes.
- Goods that, while potentially safe in operation, lack sufficient instructions or warnings, thereby posing hidden dangers during usage.
How do you deal with damaged goods?
Discovering that your shipment has arrived in less-than-perfect condition can be disheartening. However, as mentioned, it's crucial to know that there are avenues to rectify or even prevent the situation.
Consider these steps to help navigate these challenges effectively and resolve any issues related to damaged shipments:
1. Inspection upon receipt
Conducting a thorough inspection upon the receipt of a shipment is crucial to safeguarding your interests or your business's and ensuring customer satisfaction.
This is because early detection of any potential issues allows for timely actions to rectify problems. This can, in turn, minimise the impact on your business operations and reputation.
Here’s a simple yet effective checklist to guide you through what to look for when inspecting items for damage:
- Packaging integrity: Check for any tears, dents, water damage, or other signs that the packaging has been compromised.
- Seal and labels: Ensure that all seals are intact and labels are clear and unaltered.
- Item condition: Examine the goods themselves for any breaks, scratches, or other deformities.
- Correspondence with documents: Verify that the contents match the packing list and invoice descriptions in terms of quantity and type.
- Odours or leaks: Detect any unusual smells or signs of leaking, which can indicate chemical or perishable product damage.
2. Documenting damage
So, you've noticed damage to your shipment while inspecting it—now what?
Proper documentation is critical in the claims process, serving as indisputable evidence that can significantly influence the outcome of your claim.
Here's how to meticulously document any damage to aid in substantiating your claim:
- Photograph exterior damage: Capture clear images of any external damage to the packaging, such as compression, dents, or tears. These often correlate with damage to the contents inside.
- Photograph interior packaging: Take detailed photos of how the items were packed inside the box, including the placement and condition of any padding or protective materials.
- Document the contents: Photograph the actual damaged items from multiple angles to clearly show the extent of the damage.
- Include timestamps and descriptions: Every photo should have a timestamp and accompany each image with a description of what the photo shows regarding the damage.
- Before and after comparison: If possible, include pictures of the item's condition before shipment for a direct comparison, emphasising how the damage may have occurred during transit.
3. Contacting the carrier
When damage is discovered upon the arrival of your shipment, prompt communication with the shipping carrier is essential.
Here's how and when to effectively engage with your carrier:
- Immediate reporting: If the damage is visible upon delivery, it's crucial that the recipient reports this to the delivery personnel right away. The recipient should sign to acknowledge receipt of a damaged shipment and notify you or your business, the sender, immediately.
- Report concealed damage: If the damage is not apparent to the receiver until after the delivery personnel has left, you, as the sender, should contact the carrier's customer service without delay.
Effective communication tips with the carrier's customer service include:
- Be prepared: Have all relevant information on hand, including tracking numbers, shipment details, and the aforementioned documentation of the damage.
- Be concise and clear: Clearly describe the nature of the damage and provide any relevant photographic evidence.
Contacting DHL Express:
For shipments fulfilled by DHL Express that arrive damaged, whether the damage is visible or later discovered, it's essential to report the issue through the Contact page on the DHL Express website. DHL Express requires that such reports be made within 30 days of delivery via phone, email, or chat.
