How to reduce shipping damage claims with the right packaging

Every online business that ships physical products eventually deals with damaged parcels. A cracked bottle, a dented corner, a scratched surface — the customer takes photos, files a complaint, and expects a replacement. What follows is return shipping, a new product, re-packing, re-sending, and a loss of trust that is hard to measure but very real.

This article is for people who manage the packing process: eCommerce business owners, logistics managers, warehouse supervisors. The goal is to show where money is most often lost in the packaging workflow and how the right packaging construction reduces the risk of damage claims.

The real cost of a damaged shipment

A damaged parcel is not just the price of the product. It includes the return shipping fee, a replacement unit from stock, re-packing, re-shipping, and the time of the person handling the claim. For higher-value items, the total cost can easily double the original order value.

A significant share of eCommerce shipments arrive with partial or total damage — the rate varies depending on the product type, packaging quality, and handling by the carrier. For fragile goods — glass, ceramics, electronics — the risk is considerably higher.

The hidden cost is reputational. A customer who receives a crushed or broken product rarely orders again. And if they share a photo on social media, the damage multiplies. Against these losses, proper packaging is an investment, not an expense.

Five most common causes of shipping damage

Most damage during courier delivery is not random. It follows predictable patterns and nearly every case can be prevented at the packing stage. Here are the situations we see most often:

Wrong box size. An oversized box leaves room for movement. The product hits the walls with every transfer. An undersized box compresses the contents and the walls give in under external pressure. Either way — damage.

Insufficient internal fixing. Even if the box is the right size, if the product is not secured with an insert, pad, or divider, it shifts during transit. This is especially critical for heavy items with sharp edges.

Wrong corrugated flute profile. A light product in a single-wall box travelling on its own is rarely a problem. A heavy product on a pallet, stacked under other boxes, in five-ply corrugated with low grammage — that is a problem. The flute profile must match the load, not the habit.

Poor sealing. Tape that fails under moisture or pressure is one of the most underestimated causes. The box opens mid-transit and the product is left exposed.

No labelling. A "Fragile" sticker does not guarantee careful handling, but the complete absence of markings means the shipment will be treated like any other. For glass and electronics, orientation and fragility labels are the bare minimum.

Box size matters more than you think

Choosing the right box size is the simplest and most effective measure against damage. A properly sized shipping box reduces void space, saves fill material, and keeps the product stable.

Best practice is to leave 2–3 centimetres between the box walls and the product for cushioning material — no more. If the gap is larger, the product starts shifting. If it is smaller, there is no room to absorb impact.

For businesses with several product types, it makes more sense to work with two or three standard box sizes than to force everything into one universal option. The savings from a "one size fits all" approach come back as damage claims. On our corrugated cartons page you can see the base constructions and start from there.

Which corrugated flute profile for which load

Corrugated board is not just "cardboard." Different flute profiles determine strength, cushioning, and behaviour under compression. If you choose the wrong profile, the box may look sturdy but collapse under real-world load.

Single-wall corrugated with B-flute is suitable for lighter products and courier parcels that are not palletised. C-flute offers better impact cushioning and is the standard for shipping boxes. Double-wall corrugated (combinations like BC or EB) is designed for heavy and fragile loads, pallet stacking, and longer transport routes.

For export or repeated warehouse transfers, reinforced corrugated is not a luxury — it is a condition for the goods to arrive intact. The price difference compared to a lighter profile rarely exceeds the cost of a single damaged shipment. Browse our materials and flute profiles to compare your options.

Inserts and fixing instead of void fill

Void fill — shredded paper, air pillows, polystyrene — fills the empty space without stabilising it. On impact or drop, the contents shift together with the fill. The result: the product hits the box wall with its full weight.

A more effective approach is a corrugated insert or pad designed to the shape of the product. It holds the item in place and distributes the impact force over a larger area. This is especially valuable for bottles, electronics, cosmetics in glass containers, and any product with sensitive surfaces.

In practice, fixing also saves packing time. The operator places the product in the insert, closes the box, and tapes it. No scattering of fill, no guessing whether it is enough. The process is repeatable and predictable. See how it works with our product protection solutions.

When die-cut packaging is more cost-effective than a standard box

The standard box is versatile: inexpensive, quick to deliver, easy to store. The problem comes when the product is not rectangular, when assembly takes time, or when additional protective elements are needed.

Die-cut packaging is built to measure. It assembles faster, holds the product more securely, and often eliminates the need for inserts and fill. The initial investment is higher because of the die, but with repeat orders the cost per unit decreases.

Die-cut makes sense in three typical scenarios: courier shipments with frequent damage claims, products that need to look good on unboxing, and items with non-standard shapes. If you recognise any of these, explore our die-cut packaging options and request a sample before committing to a production run.

Partitions and separators: essential for glass and cosmetics

Corrugated partitions divide products inside the box so they do not touch or rub against each other during movement. This is the simplest way to prevent two of the most common types of damage: breakage from collision and scratching from friction.

Typical situations where partitions are essential: wine or oil bottles, food jars, cosmetics in glass containers, gift sets with items of varying shapes and sizes. Without a divider, even a well-chosen box cannot prevent internal collisions.

Separators are made to match the box dimensions and the number of positions so that each cell fits the specific product. This is an inexpensive safeguard — it costs far less than a single damaged shipment. See partitions and separators for specific solutions.

Sealing and taping: the detail that gets overlooked

The quality of closure determines whether the box will maintain its integrity all the way to the end customer. Thin or cheap tape applied only along the centre seam — without covering the edges — is a common reason for boxes opening under moisture or pressure.

The recommended method is H-taping: one strip along the centre seam and two perpendicular strips along the side edges. This locks the flaps in place and prevents shifting even with rough handling.

For heavier shipments or export, water-activated tape (kraft paper with adhesive) is more reliable than standard tape. It bonds to the corrugated surface and is difficult to remove without visible signs, which also provides additional tamper protection.

Sample testing before a production run

No paper specification replaces a real-world test. Before placing a production order for packaging, request a sample and subject it to the conditions it will face in actual use.

The practical test is straightforward: place the product inside the packaging, close and tape it, then drop it from about one metre. Shake it. Press down on top with a weight that simulates stacking. Open it and check what happened inside. If the product has shifted, if there are marks from impact or friction — the packaging is not ready.

This test takes minutes. For production orders, a sample is a sensible step before finalising the construction and material — it prevents claims that would otherwise accumulate over months.

Quick pre-shipment checklist

Before handing the parcel to the carrier, verify the following:

• The box is the right size — 2–3 cm of cushioning space between walls and product, no more.
• The product is fixed in place — it does not shift when shaken.
• If the box contains more than one product — there is a partition or divider between them.
• The box is sealed with the H-taping method — centre seam and both side edges.
• Fragile and orientation labels are applied — if the product requires them.
• The weight does not exceed the box rating — check the corrugated board specification.

If any of these points is missed, the risk of damage increases. The list is short, takes seconds, and can be posted as a reminder at the packing station.

Frequently asked questions

What is the most common packaging mistake for courier shipments?

An oversized box without sufficient internal fixing. The product moves freely and absorbs the full force of any impact or compression. The solution is a right-sized box with an insert or partition that holds the item in place.

Single-wall or double-wall corrugated for an online store?

It depends on the weight and fragility of the product. For lighter items up to 5–8 kg shipped by courier without palletisation, single-wall corrugated with B or C flute is usually sufficient. For heavy or fragile products and for export, double-wall is the safer choice.

How do I know if the problem is the packaging or the carrier?

Photograph every parcel before handover and keep the records. If damage is systematic across different carriers, the problem is the packaging. If it only occurs with one carrier, the issue is likely in handling. A sample drop and compression test will show whether the box withstands normal shipping conditions.

How much does it cost to switch to stronger packaging?

In many cases the price difference between standard and stronger packaging is significantly lower than the cost of a single claim — return shipping, a replacement product, re-sending, and processing. In most cases the investment pays for itself after the first few prevented claims.

Does custom packaging make sense for small quantities?

Yes, especially if the product has a non-standard shape or high fragility. Custom packaging in small runs lets you test construction and material without committing to large volumes. It typically starts with a sample and a trial batch.