When it comes to providing moving services, transparency is more than just a buzzword; it’s the foundation for building trust and ensuring a positive customer experience. In this blog post, we will explore why it is crucial to communicate your damage policy to your customers, and how doing so can substantially benefit your business.

Reducing Chargeback Risks

Clearly communicating your damage policy can significantly reduce the chances of a customer disputing a transaction with their card issuing bank. When customers fully understand your damage policy, they are less likely to initiate a chargeback. To achieve this, it’s essential to disclose your policy at the time of booking on the estimate and on the final contract/Bill of Lading.

Compliance with State Regulations

Every state has its unique set of regulations governing the obligations of moving companies in cases of damages. To avoid potential legal issues, it’s crucial to acquaint yourself with your state’s regulations and ensure your damage policy aligns seamlessly with them. Compliance not only safeguards your business but also instills confidence in customers, showcasing your commitment to operating within the boundaries of the law.

Basic Valuation Coverage

In most instances, moving companies offer basic valuation coverage at a rate of $0.60 per pound per damaged item. It is imperative that your customers are well-informed about this standard coverage and have a clear understanding what it entails. Clearly explain this basic coverage to your customers to manage their expectations and prevent any misunderstandings. (Note: Verify your state’s regulations regarding basic valuation coverage, as the per-pound rate may vary.)

Additional Insurance Options

Some moving companies opt to partner with insurance firms or provide in-house coverage options to grant customers added peace of mind during their move. These supplementary insurance choices empower customers to invest in additional protection for their belongings. Offering these options clearly and highlighting their benefits helps customers make informed decisions regarding the safety of their possessions.

Clear Documentation

To ensure that customers are fully informed about their coverage, it is essential to explicitly outline these options in key documents such as estimates, orders for service, bills of lading, and contracts. Encourage customers to select their preferred damage valuation coverage and solidify their agreement by signing all these documents. 

Furthermore, consider requesting cardholders to initial or sign beside all the options presented in your damage policy, especially in regard to their choice to opt in or opt out for coverage. This practice, in combination with any other necessary signatures on your documents, provides an extra layer of protection. It allows you to use your documents as concrete evidence when addressing any customer claims related to damages, thus strengthening your ability to resolve disputes effectively.

Claims Process Disclosure

Beyond coverage selection, it’s equally critical to provide customers with a transparent explanation of your claims process. They should have a clear grasp of the steps to follow in the event of any damages. Once again, this information should be carefully documented with the customer’s signature, signifying their agreement to these terms.

In conclusion, open and honest communication about your damage policy is vital in the moving industry. It not only helps you reduce the risk of disputes and chargebacks but also ensures that your customers have the information they need to protect their belongings during the move. By disclosing your damage policy and related options, you demonstrate your commitment to transparency and customer satisfaction.

Remember, our chargeback concierge service is a valuable resource for all our clients. We’re not just here to assist you in disputing chargebacks; we’re also committed to sharing essential best practices that can significantly reduce the likelihood of chargebacks in the first place. Reach out to us by calling 714-461-2200 or sending an email to info@remedypayments.com to learn more.

Remedy is powered by Chosen Payments whom is a registered ISO and FSP of Wells Fargo Bank, N.A., Concord, CA and BBVA USA, Birmingham, AL., and Elavon, Inc., N.A., Atlanta, Georgia, and Evolve Bank & Trust; Memphis, TN., and Merrick Bank, N.A., Draper, UT.