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 what causes the most anxiety: when will it arrive? will they find me? can I change the address? what if the package arrives damaged?
In this article, we explain in a simple way how pickups and deliveries work, what you can do as soon as you receive the "your package has been shipped" email, and especially how to act if the package arrives damaged (this part is fundamental).

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, the shipment generally follows these steps:

1. Pickup: the courier picks up the packages within the scheduled timeframe (often there is no precise time).

2. Sorting hub: packages are brought to a logistics center and "scanned."

3. Line haul: transfer to the destination area (even at night).

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

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

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

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

Almost all couriers follow similar rules:

• Delivery to the recipient or an authorized person at the indicated address (sometimes even concierge/reception, depending on the service).

• If they don't find anyone, they usually make 1 attempt and then try again the next business day, or they place the package in storage at the branch/pickup point for a few days.

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

• name on intercom

• internal/stairwell

• correct phone number

• any useful time slots

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

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

✅ A) Check delivery details

Open the tracking and verify:

• full address

• name on intercom

• phone number

• any notes

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

• "Modify delivery / Delivery options" function

• courier chat or support

• choice of "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 "key" statuses

The most important updates to monitor are:

• "In transit"

• "Arrived at branch"

• "Out for delivery"

• "Delivery attempted"

• "In storage" (here you need to act quickly to avoid the package being returned to the 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 simply "accept it." To protect yourself (and allow for eventual refund/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 inside)

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

Ask the courier to record the delivery with the wording:

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

📌 Very important:

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

• If the courier doesn't want to wait, insist: it's your right to report the condition of the parcel 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 protections (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, obviously 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 the tracking shows "delivered" but you don't have the package. In that case:

• check if it was delivered to a concierge/neighbor

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

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

6) Small habits that avoid 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, choose a pickup point/locker directly

• 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: photos + written reservation + immediate notification.