In this article, we explain the period customers must have to report transport-related incidents, such as damage or loss affecting an order.
- What period the customer must have
- What happens if the incident is visible on delivery
- What happens if the incident is not visible on delivery
- Summary
You must set a period of 7 calendar days for customers to report transport incidents related to non-apparent damage or loss.
This period starts from the delivery of the order.
If the loss or damage is visible at the time of delivery, the customer must submit their reservations in writing to the carrier or its assistants at that same time.
If the damage or loss is not visible at the time of delivery, the customer must be able to report the incident within 7 calendar days after delivery.
This criterion is based on Article 60 of Spanish Law 15/2009, of 11 November, on contracts for the carriage of goods by land.
You can check the legal text at the following link: Spanish Law 15/2009, Article 60 - Reservations
- If the damage or loss is visible: the customer must record it in writing at the time of delivery.
- If the damage or loss is not visible: the customer must be able to report it within 7 calendar days after delivery.
- The period applies to transport incidents: especially damage and loss related to delivery.
- You must include this period in your after-sales management: do not reduce it below the legally indicated period.