Stop Losing Money to Damaged Deliveries

Introduction

You’ve packed the order, sealed it nicely, shipped it out… and then comes the message every business owner dreads:

“Hai boss… my item arrived broken.”

What was supposed to be a smooth sale suddenly turns into a refund, a replacement, multiple back-and-forth messages, and a customer who may never return.

Many small businesses think “special handling” is just an optional add-on. In reality, it’s the difference between a one-time shopper and a loyal customer who trusts your brand. Thus, in this article, we uncover how a little extra delivery care can translate into long-term business wins with fewer complaints, fewer losses, and more happy customers.

The Hidden Costs of Damaged Parcels (That No One Warned You About) 

When a parcel gets damaged, the true cost isn’t just the product. It’s the cluster of problems that follow:

The peribahasa “sikit-sikit menjadi bukit” applies here. For small and growing businesses, not only do these small “fixes” quickly add up, but a single bad delivery can snowball into bad reviews (and Malaysians really pay attention to reviews)! One unhappy customer on TikTok or Shopee review sections can influence hundreds of other potential buyers to become haters. And nobody wants that.

What's more frustrating than a late parcel? A damaged one!
It’s no surprise then that 34% of Southeast Asian consumers are dissatisfied with their online delivery experience, with damaged parcels ranking high on the list of frustrations.

Nothing frustrates a buyer more than opening a long-awaited parcel only to find it broken. Late deliveries are annoying… but a damaged parcel? That’s a confirmed “alamak!” situation.

Why Special Handling Gives You Better ROI Than Any Ad Campaign
Special handling is more than that extra layer of bubble wrap; it's really more about protecting the reputation you've worked so hard to build.

Every safe, undamaged parcel that reaches a customer is a reflection of your brand’s care, professionalism, and attention to detail. It silently tells your customers: “Your order matters to us.”
Every safe, undamaged parcel that reaches a customer is a reflection of your brand’s care, professionalism, and attention to detail. It silently tells your customers: “Your order matters to us.”

Yes, it costs a little extra upfront. But the long-term returns are undeniable:

Here’s a tip: loyalty isn’t built through ads or promotions. Loyalty happens when your customer receives their order in perfect condition, again and again.

So, What Kind of Items Need Special Handling the Most?

Not every parcel needs special handling, but some definitely do, especially those with “die-die must protect” items. Here are some examples of items that benefit from special handling:

If your business sells delicate or high-value products, special handling is no longer a want; it’s a NEED. It gives your parcel the best chance of arriving safely, just as intended.

And customers notice the difference. One damaged item may feel like a small loss to you, but to your customer, it’s their money, their gift, their excitement ruined.

Did you know?
42% of e-commerce customers frequently receive damaged goods, and over one-third say they wouldn’t buy again from the same seller after a bad delivery experience.
 
Ship Safer, Build Trust. Grow Stronger with Pos Malaysia
As a business owner, you already know that a single damaged parcel can cost more than the product itself. It can lead to refunds, replacements, frustrated customers, and a reputation that’s difficult to rebuild once trust is shaken.

That’s why Pos Malaysia’s Special Handling service is designed to give every parcel, especially fragile, valuable or sentimental the extra protection it needs.

From careful sorting and handling to dedicated processes that minimise impact during transit, Special Handling helps ensure your parcels arrive safely, securely, and in the condition your customers expect.

By choosing Special Handling, you:

In a competitive online marketplace, remember this always: safe delivery isn’t just logistics, it’s part of your brand experience.

Discover how Pos Malaysia's Special Handling can support your business. Click here.