Introduction: Packaging, the first line of defence against damage
Every year, millions of parcels suffer the hazards of transport: 1.7 million disputes during peak season in the United States, 20,000 damaged parcels every day at La Poste in France. Stuffed boxes, broken contents, missing goods... These mishaps have a direct cost for your company, but also an impact on your reputation and customer satisfaction.
At Claisy, we analyze hundreds of claims every month. Our findings are clear: 73% of damage could have been avoided with appropriate packaging. But good packaging is not always enough to guarantee compensation in the event of a problem. Even the smallest errors can result in insurers refusing to cover the cost.
This guide details packing techniques validated by insurance professionals, critical errors to avoid and essential reflexes to protect your shipments from end to end.
Why Professional Packaging is Crucial
Physical Content Protection
Appropriate packaging protects your products from shocks, falls (up to 1.5 meters in some sorting centers), crushing and temperature variations. Goods must be immobilized in their carton to absorb transport vibrations 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 no longer recommend after a poorly handled delivery dispute, according to data from the e-commerce sector.
Insurance Compliance and Dispute Mitigation
Insurers, including Claisy, systematically examine the quality of packaging when investigating a claim. Non-compliant packaging can lead to a refusal of compensation, even if the Carrier is at fault. This is why compliance with professional standards is not optional.
Direct and indirect savings
Inadequate packaging generates hidden costs: reshipment, replacement of goods, after-sales service time, commercial gesture... One claim avoided pays for hundreds of properly protected shipments.
Essential Reserves in the Event of Delivery Problems
Even with perfect packaging, mishaps can occur. The recipient's responsiveness is crucial to safeguarding your rights.
Mandatory Reception Reflexes
Immediate verification: Note any visible anomalies on the package (dented, torn, opened then resealed, traces of moisture).
Opening in the presence of the delivery person: Ideally, you should open the parcel in front of the delivery person to immediately notice any damage or missing items. This is particularly important for parcels worth more than €500.
Precise reservations: Describe the damage precisely on the Carrier's delivery note, in the presence of the delivery person. Vague or general reservations have no legal value.
Examples of Receivable Reserves
These reservations are accepted by insurers because they are detailed:
- "Package received with product reference XYZ missing. Carton torn on right side, resealed with brown tape (different from original clear tape)."
- "Product reference ABC received with a 3 cm crack on the left side. Cardboard pressed in the same place on a 10x10 cm surface."
- "DEF item received with deep scratches on top surface. Carton shows signs of being opened and then "resealed" with different tape."
- "Carton received with tears on two corners and poorly sealed. Product appears visually intact but requires a thorough functional check before final acceptance."
Non-Receivable Reserves (Absolutely Avoid)
These formulations are systematically rejected by insurers:
- "Parcel refused" (without any explanation of the reason)
- "Open parcel" (no mention of what's missing or damaged)
- "Missing X items" (without specifying product references)
- "In poor condition" (without detailing the nature of the damage)
- "Damaged parcel" (too vague, not legally usable)
Absolute rule: A delivery note signed without reservations is equivalent to acceptance of the package as is. You thus waive any subsequent claim. If in doubt, do not accept the parcel or make detailed reservations.
Specific advice by product type
Fragile parcels (glass, ceramics, electronics)
Always use foam wedges at all four corners and protective profiles along the edges. Bubble wrap alone is not enough to absorb a direct impact on a corner. These materials are available from specialist suppliers such as Raja or Embaleo.
Bulky goods (furniture, equipment)
For objects exceeding 30 kg or 1 meter in length, use shrink-wrapped pallets or wooden crates. Standard cardboard boxes are not designed for these dimensions and weights.
High-value parcels (Jewellery, Watches, High-Tech)
See our article on high-value parcel insurance for specific requirements: double opaque packaging mandatory, no indication of value, delivery against signature mandatory above €1,000.
Economy and ecology
Reuse cardboard in perfect condition (no tears, no sagging), and use recycled or biodegradable packing materials (kraft paper, starch packing chips). Ecology is not incompatible with safety, provided you never compromise on quality.
Conclusion: Packaging as the first line of defense
Professional packaging is your first line of defence against the hazards of transport. By following these recommendations, validated by insurers, you drastically reduce the risk of damage during shipment, whatever the Carrier used (ChronopostDHL, UPS, FedEx, Colissimo).
But never forget this fact: despite all precautions, transport incidents do happen. In 2024, even perfectly packed parcels accounted for 27% of the claims we handled at Claisy (exceptional shocks, major falls, extreme weather conditions, theft).
That's why proper packaging must always be complemented by professional parcel insurance tailored to the value of your shipments. Claisy offers you coverage of up to €100,000 per parcel, with express compensation in 48-72 hours.
Insurer's point of view: 5 mistakes that cancel compensation
At Claisy, we investigate hundreds of claims every month. Here are the most common errors that lead to claims being refused, and how often they occur:
1. Damaged reused cardboard (27% of refusals)
Cardboard with tears, marked folds or visible sagging is considered unsuitable. If mechanical strength is compromised, Carrier and the insurer decline all liability.
2. Lack of Internal Shimming (23% of Refusals)
If a product is carried around in its box, it will be subjected to repeated shocks. The packaging must completely immobilize the contents. A simple test is all it takes: gently shake the closed box, no movement should be perceptible.
3. Mention of Value or Visible Nature (18% of refusals)
Any external indication of value (brand logo, product description, "high-tech" mention) increases the risk of theft. In the event of disappearance, the insurer can claim negligence on the part of the sender.
4. Packaging unsuitable for product type (19% of refusals)
Sending glass in a single-flute cardboard box, electronics without an antistatic bag, or liquids without watertight protection is a clear packaging error.
5. Insufficient or faulty Scotch (11% of refusals)
A cardboard box that opens during transport is a sign of inadequate taping. Use the minimum H technique, with quality tape adapted to the weight.
Key statistic: In Claisy, 68% of claims refused are linked to non-conforming packaging. An investment of just a few euros in equipment can save you a loss of several hundred or even thousands of euros.
Sources and Data :
- Peak season claims statistics: 1.7 million disputes USA (source: National Retail Federation 2024)
- La Poste France: 20,000 parcels in dispute every day (source: UFC Que Choisir 2024)
- 34% of customers no longer recommend after a dispute: e-commerce sector study France 2024
- Claisy compensation refusal statistics: internal data November 2025
- Analysis 73% avoidable damage by packaging: studies by carriers + insurers 2024