Packaging damage during transit can cost money, time, and your valuable reputation.

Your customer service department’s least favorite call: “Hello, I ordered your XYZ. It just arrived in a box and when I opened it up the product was broken, damaged, and unusable. I want a replacement and my money back!”

Unfortunately, when that happens, it means you have a bigger problem on your hands. If this customer has a damaged product, you have to fix that one problem, but you also have to pinpoint the bigger issue at hand.

Starting with diagnosis

After the first call comes in that there are problems with the packaging used for product transit, every department plays a role in trying to find a way to mitigate (or eliminate) any future damage. Whether or not this is the first occurrence, it is critical to have a protocol in place for when a product damage complaint comes in. With the increase in e-commerce in the marketplace, your customers are accustomed to systems for each part of the e-commerce journey. Make the process easy for your customers if they need to reach you due to product damage in transit.

The customer service department is often the first to know about this issue. It is important to gather all of the details of the damage to determine where the flaws occurred in transit. Packaging engineers are brought in to evaluate what caused the damage. Financial teams are brought in to analyze where funds can be allocated to further research the issue and possibly change products or transit solutions.

Once the problems are identified, a new packaging supply chain can be established to prevent future damage. Having faced packaging damage issues in the past, PDA packaging engineers are experts at quickly identifying these issues and recommending steps to combat further damage.

Preventing Future Problems: Packaging with the Right Products

Packaging design is a hot topic – especially with trends in digital printing. But if a beautifully designed package arrives damaged the customer won’t notice the time and attention that went into the package, and will instead have to replace their order. This is why sturdiness comes first, design comes second. Choosing the right products means considering everything from the outer package (box, envelope, etc.) to the void fill inside (paper, peanuts, air bags, foam). When evaluating the package, our experts will ask questions such as:

• Is there room in the package for the product to move around?
• How secure is the adhesive being used?
• Are multiple packages being stacked in a carton or on a pallet?
• What type of void fill is being used to protect the products inside?
• Could more sustainable packaging products be used?

We will also ask questions about the products that are inside the package. Some questions to consider about the product include:

• What hazards will the package encounter during transit?
• Are there any fragile items inside the package that could break or crack?
• Are there any liquids in the package at risk of spilling?
• Do the contents of the package have special temperature requirements?
• How important is the unboxing experience for the end user? How can you enhance this experience and still preserve the integrity of the package?

If you’d like more information on reducing packaging damage during transit, contact a PDA packaging expert who can help you determine the right products for your packaging needs.