What to Do When an Item Breaks in Transit
May 23, 2025
Accidents happen, and sometimes no matter how carefully you pack an item, transit can still cause damage. For resellers, handling a broken item the right way is critical to building trust and staying profitable. Here is a practical and structured guide to managing situations where an item breaks during shipping.
Step 1: Gather Visual Proof Immediately
When a buyer reports receiving a broken item, request clear photos right away. Ask for:
Multiple angles of the damaged item.
Images of the packaging (inner wrap, outside box, shipping label).
Close-ups of the damaged areas.
This establishes whether the package was mishandled by the carrier or if the packing materials failed to provide enough protection. It also helps support claims with carriers. Be polite but firm with the buyer when asking for these—most customers understand that photos help speed up resolution.
Step 2: File a Shipping Claim with the Carrier
Once you have photo evidence, immediately start the claims process with the shipping provider. Major carriers like UPS, FedEx, and USPS allow claims for damaged items, especially if they were insured. Be sure to:
Submit photos of the damage, including how the item was packed.
Provide proof of the item’s value (your sales receipt or invoice).
Include buyer communication logs if necessary.
The faster you file, the sooner you receive reimbursement. Carriers often require claims to be filed within a specific time frame (e.g., 30–60 days), so don’t delay.
Step 3: Communicate Quickly with the Buyer
Customer satisfaction should stay at the top of your priority list. Send the buyer a clear, professional message:
Acknowledge the issue, thank them for providing photos, and apologize for the inconvenience.
Lay out the next steps—replacement, refund, or partial refund—depending on your policies and the buyer’s preference.
Keep communication documented in your order record.
Never ignore or delay your reply. Fast, transparent messaging reduces the chance of escalations, chargebacks, or negative reviews.
Step 4: Keep All Notes and Proof in a Single Order Record
Resellers often make the mistake of scattering notes across emails, phone reminders, and spreadsheets. Instead, centralize everything around each order.
Modern reseller tools like Gavelbase allow you to store order histories, photo evidence, buyer communications, and notes in one place—meaning when a claim happens months later, everything is accessible without digging around in multiple apps. Even if you don’t use a specialized platform, adopt a system that ties tracking numbers, buyer messages, and claim documents together.
Step 5: Decide on Buyer Resolution Options
Your approach depends on whether the item is replaceable and how much the claim covers.
Replacement: If you have another identical item, offering to ship a replacement typically builds the most trust.
Refund: If no replacement is available, provide a full refund once the claim is accepted.
Partial Refund: Sometimes buyers still want to keep a partially damaged item (especially collectibles). Agree on fair compensation.
Document the buyer’s choice and confirm it in writing before finalizing.
Step 6: Learn and Adjust Packing Strategies
Every damaged delivery is also feedback on your packing methods. Review how the item was packaged and compare it to carrier recommendations. Consider:
Double-boxing fragile items such as ceramics, electronics, or glass.
Using shock-absorbing fillers (e.g., bubble wrap, foam, packing peanuts).
Labeling boxes as fragile, even if carriers don’t guarantee handling.
Testing shake-resistance: if an item shifts when you shake the box, it needs more internal support.
Keeping records of past damages helps you improve over time and cut down on claim numbers.
Step 7: Keep Insurance in Mind
Insurance is often overlooked as a strategy to mitigate broken-item risks. Whether bundled by shipping services or purchased from third-party insurers, coverage can be a business lifesaver. Items worth over $50 should strongly be considered for declared value or added insurance.
Final Takeaways
When an item breaks during shipping, the best practice for resellers is to move quickly, stay organized, and keep communication open. By gathering photo evidence, filing claims with carriers, messaging buyers with solution options, and storing all proof in one central record, you set up a process that protects both your buyer relationships and your bottom line. Over time, these practices lead to fewer disputes, smoother claims, and stronger customer trust in your business.