Guide to Loss and Damage Claims

Guide to Loss and Damage Claims The USA & Canada

Shipper’s Responsibilities

To prevent loss and damage during normal transportation handling, the shipper has the following responsibilities:

Recipient’s Responsibilities

As the recipient, you must carefully identify and document loss and/or damage on the delivery receipt at time of delivery. There are two types of loss or damage:

When damage to contents of a shipping container is discovered by the recipient which could not have been determined at the time of delivery, it must be reported by the recipient to the delivering carrier upon discovery and a request for inspection by the carrier’s representative made. Notice of loss or damage and a request for inspection may be given by telephone, but in either event, must be confirmed in writing by mail.

Concealed damage must be reported to the carrier within 21 days of delivery. An inspection will be provided by Lifestyles as promptly as possible and practicable after receipt of a request by the recipient.

Please Note: The Lifestyles order has the UPS tracking number and will be emailed to the recipient.

The Example – Loss or not delivered by UPS in Time

Please track your package,  go to https://www.ups.com/track?loc=en_US&requester=ST/

enter Your tracking number, or contact UPS Customer Support at https://www.ups.com/track?loc=en_US&requester=ST/

Contact: UPS Help and Support Center. Go to UPS Virtual Assistant. Ask a question or type your tracking number so I can help. https://www.ups.com/us/en/help-support-center.page

Guide to Loss and Damage Claims: Intra Package Defects

The Example – the Damage

The recipient discovered the damage ( the content was very wet and the bottles were opened) of the content after unpacking, took a photo of the damaged content, and sent a request ( by email) together with photos.

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To: Jason Leung Lifestyles Canada/USA. Business Development Coordinator jleung@lifestyles.net

Subject: Intra package defects

 Hi Jason, Good morning. I hope you’re doing well today. I just want to inform you that our fellow user/distributor Erlinda, received a package last night with defects. The package was very wet and the bottles were opened. Can we request for a replacement? 

She really wants to try the liquid and this is the first time she ordered and try Intra liquid and this is what happened. 

I hope you can help us. Thank you very much

 Sincerely,  Rey 

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Subject: Intra package defects

RE: Intra package defects

Hi Rey,

Yes, we can issue a replacement for damaged bottles.  May I ask how many bottles have been damaged and need replacing?

Thanks,

 Jason Leung 

Lifestyles Canada/USA. Business Development Coordinator

8100 Keele Street

Vaughan ON Canada L4K 2A3

Tel. 905.761.9342 x 3108 Fax. 905.761-9343

Toll-Free. 1.844.468.7248

Monday to Friday: 9:00am to 5:30pm (EST)

jleung@lifestyles.net

Guide to Loss and Damage Claims The European Union

What to do if you or your customer receive a damaged or missing product?

Always check the package when you receive it – open it in front of the courier and check it. Only then sign the receipt of the shipment! 

If the shipment is damaged or incomplete, the Delivery Team (DPD) must provide you with a damage report (Schadenprotokoll) that the products were damaged in transit.

What to do?

A/ First of all, You or the customer need to take a photo of the protocol(Damage Report), where it is stated that the customer received only part of the shipment and package/product photo. 

This Damage Report shall be emailed as soon as possibleto Local Lifestyles Office, where product ordered. Visit www.Lifestyles.net or PBC for Local contact. ( EU: euro@lifestyles.net )

B/ Once Lifestyles Local Office have the confirmation, they will send the replacement products and communicate the complaint with DPD ourselves.

C/ Write an apology letter to the customer and make sure at the branch that everything is resolved.

D/With new customers, it is necessary to be in contact and check whether they regularly use INTRA & Other Product and create an atmosphere of trust. The client should feel the positive effects of the INTRA product!

The Letter for Complaints about Damaged Goods

To Whom It May Concern, 

I would like to complaint for missing products. I purchased (product order). Only (X) bottles of Intra Juice was delivered to me today. The delivery team (DPD) provided a Damage Report ( a Schadenprotokoll) that the other products got damaged upon transport. I would like to ask what will be the next step or should I still get the missing products since I paid for it. I am hoping for your fast action on this matter.

Sincerely yours,  client