At The Oblist, our dedicated customer service team manages lost or damaged shipment issues directly with customers. However, sellers are required to collaborate by filing claims with carriers and providing solutions to minimize refunds or returns.
1. What Happens If a Shipment Is Lost?
The Oblist Customer Support Takes Action
The Oblist handles communication with the customer regarding the lost shipment. We provide status updates and initiate any immediate resolutions.
The Seller's Role:
File a Claim with the Carrier: Sellers must file a claim with the shipping provider (e.g., FedEx, DHL, UPS). You will need:
Tracking number
Proof of shipment
Declared value of the goods
Inform The Oblist: Share the claim details with our team so we can assist with customer updates and coordinate further action.
2. What Happens If a Shipment Is Damaged?
Step 1: The Oblist Collects Evidence
Customers report the damage to The Oblist customer service team (please consider that the client has 3 calendar days following the delivery date to provide proof of damage or missed delivery, for more details please consult The Oblist Buyer Protection Policy)
We request photos of the damaged package and contents to support the claim process.
Step 2: The Seller Files a Claim
Using the evidence provided by The Oblist, the seller must file a claim with the carrier, including:
Photos of the damage
Proof of shipment and value
Description of the incident
Step 3: Seller Proposes Solutions
To avoid refunds, sellers should propose alternatives such as:
Replacements or exchanges
Partial refunds (if minor damage)
Repairs (if applicable)
These solutions will be communicated to the customer by The Oblist team.
3. Key Points for Sellers
The Oblist Facilitates Communication: Our team acts as the intermediary between the customer and seller, ensuring clear and professional communication.
Prompt Action Is Essential: Filing claims with carriers quickly increases the chances of a favorable resolution.
Use Approved Carriers: Stick to The Oblist’s recommended shipping partners (FedEx, DHL, UPS) for reliable service and efficient claims processing.
Best Practices to Avoid Issues
Follow Packaging Guidelines: Use high-quality materials to prevent damage.
Insure Shipments: Purchase insurance for valuable or fragile items.
Provide Accurate Details: Ensure correct dimensions, weights, and values are listed for each product.
By working closely with The Oblist and following these steps, sellers can minimize risks, resolve issues efficiently, and maintain customer satisfaction. For detailed guidelines, refer to The Oblist’s Shipping Solution Guide.