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Our policy is to inform the customer prior to our shipping the product of our freight damage concerns. Briefly here is what our policy says:
All deliveries are curbside. Pro Pools' responsibility with respect to shipments made by common carrier ends with the issues of the bill of lading. Inspect all product shipments and report any damages or shortages should be noted on the receiving freight bill and filed with the delivering carrier. Inspect all cartons and note any possible damage on the freight bill prior to signing for receipt of the products. All shipments are scheduled for residential delivery; however we will not pay for, be responsible for or reimburse for any additional residential delivery fees in which a truck with a lift gate is or has been requested by the receiver. Shipments which arrive by common carrier are to be unloaded by the receiver. (It is possible to remove any banding or securing measures from the shipment and unload the pool shipments one carton at a time.)
Aditionally we have a Freight Included Link on all of our pages.
We have found that unless you get a signature on a document the customer wins. We have won many cases in which we have faxed the customer our documentation, they sign and fax back. Then we have over a 95% success rate on not getting a chargeback.
Hope this helps.
[edited by: lorax at 11:33 am (utc) on Feb. 13, 2006]
We have had very similar disputes (different product line but exact sme situation) and have a 95% win ratio. hen responding we found that you need to provide a copy of the policy, printed pages on how they found it and proof that they could of easily found or read your policies. By submitting this we have had 95% reversed even though we do not have the signature.