Courier pickups and deliveries: how they really work (and what to do if your package arrives damaged)

When you order online (or when you ship), the "courier moment" is often the most anxiety-inducing part: when will they come? will they find me? can I change the address? what if the package arrives damaged?
In this article, we'll explain simply how pickups and deliveries work, what you can do as soon as you receive the "your package has been shipped" email, and most importantly, how to act if the package arrives damaged (this part is crucial).

1) How courier pickup works (from the seller)

When an order is prepared, the company prints the label and schedules the pickup. From this point on, shipping generally follows these steps:

1. Pickup: The courier collects the parcels within the scheduled timeframe (often there's no precise time).

2. Sorting hub: Packages are taken to a logistics center and "scanned."

3. Linehaul: Transfer to the destination area (even overnight).

4. Local branch: Arrival at the depot in your province/area.

5. Out for delivery: The package is loaded onto the van and marked as "out for delivery."

👉 Important: sometimes the label is created before pickup. If you see "shipment created" but not "picked up," it simply means that the courier has not yet physically scanned the package.

2) How delivery works: attempts, absence, and storage

Most couriers follow similar rules:

• Delivery to the recipient or someone present at the indicated address (sometimes also concierge/reception, depending on the service).

• If no one is found, they usually make 1 attempt and then try again the next business day, or they place the package in storage at a branch/pickup point for a few days.

📌 Practical tip: if you live in a "difficult" location (gate, interior, staircase, unclear intercom), always include the following in the notes or shipping profile:

• name on the intercom

• apartment/stairwell

• correct phone number

• any useful time slots

3) When you receive the courier's email "your package has been shipped": what you can do immediately

That email is very useful. It generally contains the tracking number and a direct link to the shipment. Here's what you should do immediately:

✅ A) Check delivery details

Open the tracking and verify:

• complete address

• name on the intercom

• phone number

• any notes

If you notice an error, act immediately (when possible) through:

• " Change Delivery / Delivery options" function

• courier chat or support

• selection of a "pickup point" (parcel shop / locker)

✅ B) Choose a more convenient delivery option

Many couriers allow you to:

• reschedule the day

• change address (not always)

• deliver to a pickup point/locker

• authorize delivery to a neighbor/concierge (if applicable)

Note: some options depend on the type of service purchased by the sender and the area.

✅ C) Keep an eye on the "key" statuses

The most important updates to monitor are:

• " Picked up "

• " Arrived at branch "

• " Out for delivery "

• " Delivery attempted "

• " In storage " (here you need to act quickly to avoid the risk of return to sender)

4) Delivery successful, but the package is... in bad shape: what to do

Here we come to the most important point.

🚨 IF THE PACKAGE ARRIVES DAMAGED: WHAT YOU MUST DO (STEP-BY-STEP)

When a package arrives dented, punctured, wet, or visibly crushed, it's not enough to "just accept it." To protect yourself (and allow for potential refunds/assistance), follow these rules:

1) First of all: check the packaging in front of the courier

Quickly check for:

• crushed corners

• cuts or holes

• tampered tape

• wet packaging

• strange noises (broken objects moving)

2) If there's a problem: ONLY accept with "RESERVATION"

Ask the courier to record the delivery with the wording:

"ACCEPTED WITH RESERVATION for damaged package / punctured packaging / crushed parcel"

📌 Very important:

• "With reservation" generic is better than nothing, but much better to specify the reason (e.g., "crushed corner," "cut on right side," "wet").

• If the courier doesn't want to wait, insist: it's your right to report the condition of the package at the time of delivery.

3) Take photos IMMEDIATELY (before opening)

Take clear photos:

• of the package from multiple angles

• of the label with visible tracking

• of the damaged spot in close-up

4) Open the package and photograph the inside as well

If you find damage to the product:

• photo of the damage

• photo of how it was positioned

• photo of any internal protection (bubble wrap, paper, etc.)

5) Keep EVERYTHING

Do not throw away:

• box

• label

• filling material

Often, to open a damage claim, the courier requires proof of packaging.

6) Notify the seller/support immediately

Write within a few hours (or at least as soon as possible) with:

• order number

• tracking

• description of the problem

• attached photos

👉 The faster and more precise you are, the easier it is to resolve.

7) When NOT to accept the package

If the package is severely compromised (open, contents visible, soaking wet, visibly crushed), you can refuse delivery.
In that case, the package returns to the sender, and replacement/refund is handled more easily than with a "clean" acceptance.

5) What if I wasn't home? "Delivered" but I have nothing

It can happen that tracking shows "delivered" but the package is not with you. In that case:

• check if it was delivered to a concierge/neighbor

• check if the courier indicates the signature, recipient's name, or POD (proof of delivery)

• immediately open a report with the seller (who can in turn open a case with the courier)

6) Small habits that prevent 90% of problems

• Use an address with a clear intercom and visible house number

• Enter a phone number that is always reachable

• If you work all day, directly choose a pickup point/locker

• When the shipping email arrives: immediately check the details and set the best option

Pickup and delivery are not "magic": they are a chain of scans and steps. With tracking, you can anticipate problems and manage delivery intelligently.
And remember: if the package arrives damaged, the golden rule is: photo + written reservation + immediate report.