What is the process for filing a claim for damaged furniture during shipping?

The after-sales claims process for furniture damaged during transport must be handled step by step. The key lies in securing evidence, clarifying liability, negotiating compensation, and, if necessary, resolving the matter through legal channels. The specific process is as follows:

### I. Securing Evidence of Damage

Upon receipt, inspect the items immediately. If damage is found, take photos or videos right away to document the location, extent, and details of the damage. Also, retain the original furniture packaging (e.g., showing signs of crushing or tearing), the shipping waybill (including shipper, recipient, and furniture details), and proof of purchase (e.g., invoice, contract). If the delivery personnel are present, ask them to sign and confirm the damage to avoid difficulties in providing evidence later.

### II. Contact the Responsible Party to Negotiate Compensation

1. **Verify the Terms of the Transportation Contract**: Check whether a declared value service was agreed upon. If declared value coverage applies, compensation is typically calculated based on the declared value or the actual loss (not exceeding the declared value). If no declared value coverage applies, confirm the compensation standards specified in the contract (e.g., a multiple of the shipping cost), and verify whether the carrier fulfilled their reasonable duties (e.g., packaging according to the furniture’s characteristics, compliant transportation).

2. **Submit a Claim for Compensation**: Provide the logistics company with evidence (photos of the damage, waybills, proof of purchase, etc.), clearly stating the claimed amount and the basis for the claim. If the furniture is a custom-made product or cannot be repaired, you may claim full compensation; if it can be repaired, you may request that the carrier cover the repair costs.

### III. Seeking Redress When Negotiations Fail

1. **File a Complaint**: File a complaint with the local postal regulatory authority (for logistics and express delivery services) or the 12315 Consumer Association, submitting supporting evidence (such as written records of negotiations and proof of damage).

2. **Litigation**: If the amount involved is significant or the complaint is unsuccessful, you may file a civil lawsuit in court. Prepare materials such as a complaint, a list of evidence (including the contract, acceptance records, and proof of loss), and claim compensation for actual losses. The statute of limitations is three years from the date you become aware of the infringement of your rights; ensure you do not exceed this period.

### IV. Handling Special Circumstances

1. **Third-Party Negligence**: If the damage was caused by a third party, such as a warehousing company, the liable party must be added to the claim, and evidence of negligence must be provided for both parties.

2. **Force Majeure**: If damage is caused by force majeure events such as earthquakes or floods, the carrier may be exempt from liability, but relevant proof must be provided.