Post Haste - Damaged/Lost Case Procedure

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Damage during transit

• If customer report a delivery damage, comfort customer and ask for photo for keeping record, put remark in note • Once received the photo, check the level of damage, if compensation is suitable, compensate to customer(reason why doing compensate but not a claim is because claim from PH takes time and they will only refund us the item cost, but compensation we can still have profit in most of the case)

NOTE: If item was shipped via Toll, whether customer take compensation or not, need to inform Joe at NZ team to lodge damage claim with Toll (0800 865 569, Account No. DD40321A) since the damage claim can only be lodged within 7 days after dispatch. Sometimes Toll may not need to return the damaged item for claim but PH needs.

Lodge Claim (PH)

• If compensation is not suitable, lodge a damage claim from PH, before call make sure we already get the customer’s contact number as the driver will call customer before pickup.
• Call 0800 106 828, press 5 ask for customer service to lodge damage claim
• Provide the company ID (Account No.) and consignment ID
• Company Information:

Account No.: 1832439
Phone No. 09 9729123
Email: info@bestsaver.co.nz
Warehouse address:
Zeaway Limited
Unit B, 18 Noel Burnside Rd
Wiri
Auckland, 2025

• Confirm the address for driver to pick up the damage item
• Provide customer contact number, remember to ask for an inquiry # before finishing the call
• Open google doc, go to “PH Claim” Tab
• Fill in all the information

NOTE: If item was shipped via Toll, whether customer takes compensation or not, need to inform Joe at NZ team to lodge damage claim with Toll

Re-send New Item after damage claim lodged

• Add the request in “Resend Record (BS&BD)” tab in Google doc (fill in Y under “Lodge Claim? (Y/N/A)” if claim is lodged, if not , please lodge claim first).
• Inform customer we have lodged a damage claim from PH and instruct customer to pack the damaged item back to package and if they won’t be home, leave the package outside front door. PH will send driver come and collect next business day.

Refund after damage claim lodged

• Add the request in “Refund Request (BestSaver)” tab in Google doc
• Inform customer we have lodged a damage claim from PH and instruct customer to pack the damaged item back to package and if they won’t be home, leave the package outside front door.

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