Buyer bummer

How to resolve issues with damaged goods

Consumers shop online for just about everything nowadays. So you’ve likely experienced the stinging disappointment when something you ordered finally arrives on your doorstep — damaged. Here’s what you should do if your delivery comes in less-than-optimal shape.

1

Prepare Ideally, you can check out return policies before you make a purchase. This is particularly important for large items such as furniture or appliances, which pose a logistical challenge to send back.

Similarly, keep time frames in mind. Ask yourself when the product is expected to be delivered. Will you be home? Will you be able to inspect the item before the return deadline?

2

Examine As soon as you receive a dented box or open a package and discover broken merchandise, get to work. Take pictures to document the condition of the delivery when it arrived — retailers may want proof. Hang onto any enclosed packing slips and return labels.

If the item is brought into your home as opposed to being left on your porch, inspect it for damage before you’re asked to sign off on the delivery. This procedure is common with large products such as furniture.

3

Contact Look online to find a company’s policy for damaged or defective items.

Reach out to the company as soon as you notice the problem. Some retailers only allow a few days to resolve such issues. Articulate how you’d like the problem resolved, says Nicole Leinbach, founder of Retail Minded and an author of “Retail 101: The Guide to Managing and Marketing Your Retail Business.”

“Understand what you want from that conversation so that you can best lead that conversation to a resolution,” she says.

Remaining calm can greatly benefit your interaction with a customer service rep. Acknowledge that your frustration is not directed at the agent, but rather at the situation, Leinbach says.

If the seller isn’t willing to work with you on a legitimate issue, tell them you will report them to the Better Business Bureau, recommends Charles R. Taylor, a marketing professor at Villanova School of Business. If that doesn’t change their minds, and you paid for the item with a credit card, you might be able to dispute the charge through your credit card company.

This article was provided to The Associated Press by the personal finance website Nerd Wallet. Want to suggest a personal finance topic that Quick Fix can address? Email apmoney@ap.org.