Packaging: The First Line of Defense Against Delivery Problems
Every year, millions of parcels are subject to the vagaries of shipping: 1.7 million disputes during peak season in the United States; 20,000 parcels are delayed and/or damaged daily by La Poste in France (source: Le Parisien). Lost parcels, torn boxes, broken contents, missing goods... These mishaps come at a direct cost to your business, but they also impact your reputation and customer satisfaction.
At Claisy, we analyze hundreds of claims every month and work with our partners to continuously improve their shipping processes in order to maximize customer satisfaction. Certain errors, even minor ones, can lead to delays or delivery issues, as well as a refusal by insurers to cover the claim (whether justified or not—be sure to carefully review your terms and conditions and request a written statement if in doubt).
This guide details the best packaging techniques endorsed by professionals, as well as critical mistakes to avoid and essential best practices for protecting your shipments from start to finish.
Why Professional Packaging Is Crucial
Physical Protection of Content
Proper packaging protects your products from impacts, drops (up to 1.5 meters in some sorting centers), crushing, and temperature fluctuations. Goods must be secured inside their boxes to absorb vibrations during transport without sustaining damage.
Brand Image and Customer Experience
A well-packaged parcel reflects your company’s professionalism. Conversely, a product that arrives damaged instantly destroys trust: 34% of customers will no longer recommend your business after a poorly delivery, according to e-commerce industry data.
Compliance, Assurance, and Reduction of disputes
Insurance companies systematically review the quality of packaging when investigating a claim. Non-compliant packaging can result in a denial of coverage, even if the Carrier is at fault. That is why adhering to professional standards is not optional.
Direct and Indirect Savings
Inadequate packaging leads to hidden costs: reshipment, replacement of merchandise, after-sales service time, goodwill gestures, and more. A single claim avoided pays for hundreds of properly protected shipments.
H-Shaped Taping Technique: A Visual Guide
H-shaped taping is THE professional technique approved by all insurers. Here's how to do it correctly:
Required materials:
- Packaging tape, minimum width 50 mm (75 mm for parcels weighing more than 15 kg)
- Reel or scissors
- Flat work surface
How to Test the Strength of Your Packaging: 3 Checks to Perform Before Shipping
Three simple tests, in 60 seconds, will answer the question: Is my packaging suitable for my shipment? Only after completing these three tests will you know whether you’ve applied the best packaging practices in a way that’s appropriate for your merchandise.
Test 1: Shake your parcel (Required)
How to:
- Seal the box completely using the H-shaped tape pattern
- Lift it to chest height
- Gently shake from side to side, then back and forth
Expected result:
- ✅ No noise = product perfectly secured
- ✅ No noticeable movement = properly immobilized
- ❌ Squeaking noise = add shims immediately
- ❌ Dull thud = product hits the sides, insufficient protection
Acceptance threshold: ZERO audible or perceptible movement. If you hear or feel anything, repack the item.
Test 2: Apply Pressure to the Corners (Recommended)
How to:
- Place the closed box on a table
- Press firmly on each corner (4 in total) with the palm of your hand
- Press the center of the top cover
Expected result:
- ✅ The cardboard doesn't give way = adequate strength
- ✅ No creaking = sturdy structure
- ❌ Indentation >5 mm = undersized or damaged cardboard
- ❌ Audible creaking = weakened cardboard; replace
Reminder: A cardboard box that collapses under manual pressure will not withstand being stacked in a truck (with loads of up to 50 kg on top).
Test 3: Perform a Controlled Fall (Optional)
⚠️ WARNING: This test should only be performed if you have taken all necessary packaging precautions—but keep in mind that this is exactly what your parcel will go through during delivery.
How to:
- Drop the cardboard box from a height of no more than 20 cm
- Perform the test on a hard surface (tile, concrete)
- Test it at an angle, then flat
Expected result:
- ✅ No internal noise = shock absorption is good
- ✅ Undamaged box = sturdy structure
- ❌ Sound of something breaking = insufficient packaging
- ❌ Crushed cardboard = inadequate protection
Essential Precautions in Case of Delivery Problems
Even with perfect packaging, incidents can occur. The recipient’s prompt response is then crucial to protecting your rights.
Required Procedures Upon Receipt
- Immediate inspection: Note any visible damage to the parcel (dented, torn, or opened and resealed cardboard box; signs of moisture)
- Opening the parcel in the presence of the delivery person: Ideally, open the parcel in front of the delivery person so you can immediately check for any damage or missing items. This is especially important for parcels valued at more than €500.
- Submit specific reservations: Accurately describe the damage observed on the delivery slip at Carrier, in the presence of the delivery person. A vague or general reservation has no legal standing.
Examples of Acceptable Reservations Upon Delivery
Insurers accept these reservations because they are detailed:
- "Parcel received with item XYZ missing. The box was torn on the right side and resealed with brown tape (different from the original clear tape)."
- "Product ABC was received with a 3-cm crack on the left side. The cardboard was dented in the same spot over an area measuring 10x10 cm."
- "DEF item received with deep scratches on the top surface. Box shows signs of having been opened and then 're-sealed' with a different type of tape."
- "The box was received with tears in two corners and was not properly sealed. The product appears to be intact visually but requires a thorough functional inspection before final acceptance."
Inadmissible Reservations (To Be Avoided at All Costs)
Carriers systematically reject these types of disclaimers (please be sure to make this clear to your recipient or customer):
- "Parcel refused" (without any explanation of the reason)
- "Parcel opened" (with no mention of what is missing or damaged)
- "X items missing" (without specifying the product codes)
- "In poor condition" (without specifying the nature of the damage)
- "Damaged Parcel" (too vague; not legally actionable)
Absolute rule: A delivery receipt signed without reservations is equivalent to acceptance of the parcel as is. By doing so, you waive the right to make any subsequent claims. If in doubt, do not accept the parcel or note detailed reservations.