The seller sorting things out with their courier is their problem to solve — not yours to referee.
The seller does — at least as far as you're concerned. Under the UK's Consumer Rights Act 2015, you have a sale of goods contract directly with the retailer, and it's up to them to put things right when a purchase arrives damaged, whether or not it was technically the courier's fault. The retailer can then separately investigate and pursue their own courier over the damage if the courier's contract with them requires proper handling — but that's a business-to-business matter that happens after you've already been made whole, not something you need to negotiate.
| United States | United Kingdom | |
|---|---|---|
| Legal basis | State consumer protection and warranty law — the seller's obligation to deliver goods in the condition sold isn't discharged by carrier damage | Consumer Rights Act 2015 — sale of goods contract is with the retailer, who must address the issue regardless of whether it happened in transit |
| Who you deal with | The seller — not the shipping carrier | The retailer — not the courier |
| What you're entitled to | A replacement, repair, or refund, depending on the seller's return policy and applicable state law | A repair, replacement, price reduction, or refund, following the standard remedy hierarchy under the Act |
| Seller's recourse against the courier | A separate commercial matter based on the seller's own contract with the carrier | Same — if the courier breached its handling obligations under its contract with the retailer, that's the retailer's claim to pursue, not yours |
The practical upshot: don't let a seller redirect you toward the courier's own damage claims process. Some carriers do have consumer-facing claims systems, but you're not obligated to use them, and doing so can sometimes muddy your stronger, more direct claim against the seller.
This shifts a burden that's legally the seller's onto you. You're entitled to push back and insist the seller handle it directly.
The longer you wait, the harder it becomes to prove the damage happened in transit rather than afterward — report and photograph as soon as you notice it, ideally the same day.
Fault doesn't determine your entitlement here — the seller's obligation to deliver goods in good condition doesn't depend on who's to blame for the damage.
"My order arrived damaged on [date] — I've attached photos of the item and packaging. As my contract is with you as the seller, I'd like a [replacement / refund] arranged directly, rather than being asked to pursue this with the courier myself."
Use Kibbo's Parcel & Delivery tools to put the responsibility back where it belongs, with the right legal basis included.
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