The box is dented before you have even opened it

The courier hands you a damaged parcel: one corner is crushed, packing material is spilling out of one side, or some liquid has clearly leaked. At that moment you have to decide whether to refuse delivery or whether it makes more sense to take the parcel anyway and sort out the damage afterwards. The right answer depends on how serious the outer damage really is and how much time you have right then.

There is no one-size-fits-all rule, but a few clear pointers make the decision easier.

When refusing delivery makes sense

If the packaging is so badly damaged that the contents are very likely affected as well, for instance a torn box with parts of the product sticking out, or obvious signs of moisture, refusing delivery is a sensible option. The courier then takes the parcel straight back, and you do not have to arrange a return yourself later on. The important thing is to give the reason briefly and, if you can, to take a photo of the parcel's condition on your phone before the courier drives off again.

When accepting it is the better choice

With minor outer damage, such as a dented corner with no visible effect on the contents, it is usually still worth accepting the parcel. Refusing it also means the whole delivery has to be arranged again, which takes time and does not guarantee that a replacement parcel will arrive in better shape. If you accept the parcel, you can open it calmly, check the actual condition of the contents and then decide at your leisure whether you need to make a complaint.

What to do straight after opening it

• Photograph the damaged packaging from the outside before you remove it, and then the contents themselves if they are damaged too.
• Do not throw away the original packaging straight away, as it can serve as evidence of the damage.
• Make a note of the date and rough time of delivery and the condition the parcel was in when it was handed over.
• Contact the shop promptly rather than waiting a long time, so the sequence of events is still easy to follow.

A worked example to help you decide

Say an item worth 80 euros arrives in a box with one slightly crushed corner, but the contents look undamaged. Refusing delivery here would mainly cost you time without giving you a better outcome in the end, because the item itself is fine. If the same box were torn open and part of the 80-euro item were visibly broken, refusing it would be more worthwhile, because you save yourself having to send back the damaged item later and the shop can arrange a new delivery straight away.

What happens next if you accepted a damaged parcel

If it turns out after opening that the contents really are damaged, the shop is the right first point of contact, not the delivery company. Most shops ask for photos of the damaged item and the packaging and then offer a replacement or a refund. How this kind of complaint generally works when an item is faulty is described in the article on faulty goods, repairs and refunds.

It helps to tell damage in transit apart from an ordinary product defect. Transit damage only happens on the way to you, whereas a defect was already present in the goods beforehand. As a customer, this distinction hardly matters in practice, because the shop is responsible in both cases, but it does help you describe the situation clearly and briefly when you contact customer service.

When a shipment has already been flagged as damaged

Some tracking pages already show a note about possible damage while the parcel is in transit, for example if it was pulled aside at a sorting centre. In that case it is worth checking your order history as a precaution and, once the parcel arrives, inspecting it especially carefully before you sign for or confirm anything. General questions about who is responsible for lost or damaged shipments are answered in the article Lost and damaged parcels: who is liable.

The extra role your payment method plays

If a shop does not respond at all, or only very slowly, to a justified complaint about a damaged item, your own payment provider often remains as an additional safeguard. Many credit card companies and online payment services have their own procedure for cases like this, which can apply independently of the shop itself. It is worth knowing in advance what this kind of buyer protection when shopping online covers in detail and where its limits lie, rather than only looking into it once a dispute has started.

How to be better prepared next time

With particularly fragile or valuable items, it can be worth giving the parcel a quick feel when it is handed over and listening for unusual sounds such as rattling glass before you even sign. That does not replace a thorough check after opening, but it gives you an early hint as to whether refusing delivery might make sense. If you regularly order delicate goods, you will gradually develop a feel for which signs on the packaging really point to damage inside and which are purely cosmetic.

Frequently asked questions

Do I lose any rights if I accept a visibly damaged parcel?

No. Accepting the parcel does not by itself mean you give up the right to complain later. What matters is that you document its condition promptly and let the shop know.

Do I have to tell the courier why I am refusing the parcel?

A short remark is usual, for example that the packaging is visibly damaged. A detailed explanation is not needed at that moment; it is more important to take a photo of the parcel's condition first.

What if I had already accepted the parcel before I noticed the damage?

That is the normal situation when the damage is on the inside. Photograph the packaging and the contents as soon as you notice the damage, and get in touch with the shop promptly.

Will I automatically get a new delivery if my parcel arrives damaged?

That depends on the shop. The usual options are either a replacement or a refund, and many sellers let you choose between the two.