What happens if a parcel reaches the consignee in a damaged condition?

If the goods in the parcel arrive in a damaged condition, we request you to first contact the shipper and report the damage. Please understand that we can only initiate an investigation and investigate damage on behalf of the shipper.

Why? The transport contract is between us and your shipper, on whose behalf we deliver your parcel - i.e. the shipper claims the damage from us and then - depending on the agreement - offers you a refund, new delivery or similar.