Reporting Damaged Shipments

Learn the steps to take when a customer receives a damaged item, including how to submit a claim and what to expect during resolution.

May 8, 2026

Table of contents

• Validate the damage
• Reach out to Portless
• Compensation guidelines

When a customer receives a damaged item, it’s more than just an inconvenience; it can affect how they see your brand.

At Portless, we treat these cases with care to protect customer trust and loyalty.

This guide walks you through the key steps to take when damage occurs. Follow these steps to resolve issues quickly, keep customers satisfied, and show that your brand stands behind its service.

Note: Shipment Issues Form is a required form for reporting any delivery or damage-related problems. For more information, you can also visit Shipment Issues Form: How and When to Use it?

Validate the damage

Ask your customer to provide clear photo(s) or a short video clip showing how the order arrived, including any visible damage to the items or packaging.

Reach out to Portless

You may send the report through any of the following:

• Send an email to support@portless.com.
• Submit a ticket via the Portless Help Center.
• Chat with us by clicking on the bottom right chat bubble on the Merchant Admin Portal.

Be sure to include:

• Order number
• Supporting photos or videos
• Short description of the issue
• Specific SKUs of the items affected

Compensation guidelines

When a damage claim is validated:

• Reshipment. We’ll arrange for a replacement shipment using priority channels (if available).
• Compensation. You’ll receive credits for both the cost of goods and shipping costs on your next invoice.
• Proactive Cases. If Portless identifies a damaged shipment before you report it, we’ll automatically:
  • Apply credits for goods and shipping to your next invoice
  • Notify your team via the Support team and ticketing system
  • If reshipment is necessary, we’ll reach out to your team directly with the next steps.