Transit damage - four months later

[Dr Interceptor]

Afternoon all...

Just asking the masses here, as this is the first time I've had a situation like this.

Trade B2B transaction back in July, delivery direct to customers site for 30/07/2018 - AM delivery, was an urgent order. We dispatched on the Friday, and it was delivered on the Monday as promised.

Item sold was a counter currently pump - value £1600 + VAT.

Emailed from our customer last week, four months later, to advise that they've just gone to install the pump and it's damaged.

Now I can't imagine I'd have any recourse with our courier four months later, besides we've changed courier since then. But how would you deal with this? I mean this pump has been kicking about on their site for four months, and anything could have happened to it in that time.

Any thoughts appreciated...

Jon

[Funk]

What do your T's and C's stipulate? Ours say that a customer must notify us within 48 hours if there's an issue with a delivery for this sort of reason... 4 months is pretty unreasonable to be coming back to you, there's no way of tying any damage to you or the courier after that length of time.

[Muzzer79]

Dr Interceptor said:

Afternoon all...

Just asking the masses here, as this is the first time I've had a situation like this.

Trade B2B transaction back in July, delivery direct to customers site for 30/07/2018 - AM delivery, was an urgent order. We dispatched on the Friday, and it was delivered on the Monday as promised.

Item sold was a counter currently pump - value £1600 + VAT.

Emailed from our customer last week, four months later, to advise that they've just gone to install the pump and it's damaged.

Now I can't imagine I'd have any recourse with our courier four months later, besides we've changed courier since then. But how would you deal with this? I mean this pump has been kicking about on their site for four months, and anything could have happened to it in that time.

Any thoughts appreciated...

Jon

1. Check your T's & C's - both with customer and with your courier.

2. Check the Proof of Delivery. How did they sign for it?
Most 'standard' courier terms and conditions will allow you to claim up to 12 months after delivery IF the POD was claused when signed on delivery.

If the POD wasn't claused, I'd reject a claim four months after delivery on the basis that the item should have been checked in that time.

Commercially however, it may depend on how valuable this customer is to you.

[Funk]

Muzzer79 said:

Commercially however, it may depend on how valuable this customer is to you.

A very good point.

[Dr Interceptor]

Our terms say that goods should be inspected on receipt, and any damage notified within 48hrs - standard terms.

I guess it's a fine line between standing your ground, and pissing them off... I'm thinking I'll offer a replacement at a one off decent price.

It can be repaired, but will need sending back to Germany, and will likely end up costing £300-400.

[Mr Overheads]

What would a used/refurbed pump cost at trade prices?

[Dr Interceptor]

Mr Overheads said:

What would a used/refurbed pump cost at trade prices?

Difficult to say, as we don't sell used/refurbed ones.... £800 maybe?

I've taken the approach of offering one at near cost, see how that goes down.

[48k]

At face value it sounds unreasonable but it really depends on your customer and how much business you do with them and what future relationship/business you want with them.