Compensation for Registered Shipping

Questioner

Good day, We sent a registered package to an online store to exchange the product. However, the store informed us that the product arrived damaged. They indicated that we may be able to recover these costs from the carrier. What is the process? Thank you in advance for your response. Yours sincerely, Meike Eggen

Questioner

You must report the damage to the carrier (PostNL?). If you send it by registered mail, your package is insured and you are entitled to compensation. The amount depends on the value of the package's contents. Please report the damage within 7 days.

Questioner

Thank you for your response. We have indeed already reported the damage to PostNL. They require the necessary supporting documents, which we now need to receive from the webshop (product description, photos of the damage twice, photo of the box, photo of the packaging, etc.). Formally speaking, who has the burden of proof: us or the online store? Thank you in advance for your response. Greeting, Meike Eggen

Questioner

The burden of proof lies with you, since you are filing a complaint. Of course, the online store will be willing to cooperate.

Questioner

Thank you!