Got a package that looks like it’s been thrown around?
Don’t just keep quiet about it!
We’ve all been there—waiting for your parcel, only to find it damaged or mishandled.
But no worries, you’ve got the power to do something about it.
In this blog, we’ll show you how to report those rough deliveries and get things sorted, so you can shop with peace of mind.
Jom, let’s dive in!
Knowing Your Rights as a Customer of Courier Services
While Malaysia doesn’t have a specific “rough delivery” law, there are consumer protection guidelines to back you up.
| Entity | What It Covers | How It Helps |
| Consumer Protection Act 1999 (CPA) | Protects consumers in various transactions, including goods and services. | Sets guidelines on misleading ads, product quality, and safety, ensuring fair treatment. (Reference) |
| Ministry of Domestic Trade and Costs of Living (KPDN) | Handles consumer protection and provides information on consumer rights. | Offers a complaint system for unresolved issues with businesses. (Link) |
| Tribunal for Consumer Claims Malaysia | Resolves disputes between consumers and businesses, including delivery-related issues. | Allows consumers to file claims for compensation if issues with the courier cannot be resolved. (Link) |
How to Lodge a Complaint with Ninja Van Malaysia
Alright, so your package from Ninja Van is a bit of a disaster—don’t panic!
First off, we’re really sorry for the hassle. To help us improve and prevent this from happening again, please share your experience.
Here are the ways you can make a complaint with Ninja Van:
#1. NinjaChat – Your Online Buddy
Ninja Van has a live chat service called NinjaChat. It’s quick and easy to report your issue directly.
👉 Just click on this link to chat with our support team.
What to have ready:
- Your tracking number (super important!)
- Photos of the damage (proof is key!)
- A clear description of the problem (be specific)
#2. Website Form – Fill It In!
Not into chat? No worries! You can submit a complaint via the Ninja Van website.
Just fill in the form with your tracking number, contact details, and a description of the damage. Don’t forget the photos!
# 3. Pick Up the Phone (If You Prefer)
If you like talking things through, call Ninja Van’s customer service hotline at +60 111 722 5600. We’re available Monday to Saturday, from 8am to 10pm.
🐱👤 Ninja Tip: No matter the method, be polite but firm. Having your tracking number and photos ready will speed up the process!
Ninja Van’s Steps to Address Your Complaints
So, you’ve reported your damaged package to Ninja Van. Now what?
Here’s how we handle it:
- We Investigate: Once we get your complaint, we’ll check out the details, including your photos (evidence is power!). We’ll figure out what went wrong during delivery.
- Communication is Key: We’ll keep you updated on your complaint. If we need more info, we’ll reach out.
- Finding a Resolution: Depending on how bad the damage is, Ninja Van will offer a solution. This could be:
| Resolution Type | Description |
| Compensation | If your item is completely damaged and beyond saving, we might offer compensation. |
| Replacement | We could collaborate with the sender to replace your damaged item, subject to availability. |
| Repair | In some cases, we might offer to repair the damaged item, depending on the type of damage. |
We’ll do our best to make it right!
Main Objective: Making Sure You’re Happy
While the resolution may vary, Ninja Van works to find a fair solution for both you and the sender.
We aim to fix the issue quickly and leave you happy with our service.
🐱👤 Ninja Tip: Be patient, okay? Investigating and resolving complaints takes time. But by keeping the communication clear and giving all the details, you’ll help speed things up.
Selecting the Perfect Courier Service, Here’s How!
So, you’ve reported your rough delivery and hopefully, things are getting sorted.
But here’s the thing, bossku—prevention is better than cure!
This whole drama could’ve been avoided with a reliable courier service.
For all you e-commerce businesses out there, listen up!
Your customers care about smooth deliveries just as much as they love your products.
Here’s what to look for when choosing a courier service:
| What to Look For | Description |
| Delivery Speed | How fast do they get packages to your customers? |
| Customer Service | Is their support team quick to help and responsive to issues? |
| Tracking | Can customers track their orders in real-time for better visibility? |
| Handling | Do they handle packages carefully to avoid damage during transit? |
| Price | Cost matters, but focus on value and reliability rather than just the cheapest option. |
Choosing the right courier is an investment in your reputation and customer satisfaction.
Ship with Ninja Van for the best delivery service in Malaysia.
Here’s two ways to get started!
Option 1: Small Shipping with Ninja Biz
If you’re shipping fewer than 150 parcels a month, Ninja Biz is your go-to! Here’s what you get:
- Affordable rates starting from RM5.50.
- 3x delivery attempts for worry-free shipping.
- Parcel liability up to RM200, covering your valuable items.
- Volume-based discounts up to 20%, saving you more as you grow.
- Next-day* delivery for faster service. (terms apply)
👉 Plus, enjoy FREE shipping on 5 parcels! Check out the terms and conditions here.
Option 2: >150 Parcels with an Account Manager
For sellers shipping over 150 parcels monthly, you can get an Ninja Van Account Manager for exclusive perks to help scale your operations:
- Lower bulk shipping rates and all the benefits of our Individual Service.
- Access to a dedicated Account Manager to resolve delivery queries and streamline your process.
- Better parcel damage handling, with fast and secure delivery.
Ready to create an account? Get in touch with us today for more details!
