✔ WHAT TO DO
Inspect Before Delivering
Check for crushing, leaking, wetness, loose wrapping, or exposed contents before approaching the door.
Do Not Deliver Damaged Goods
If the package is unsafe or unfit to deliver, set it aside for return rather than dropping it.
Select “Damaged” RTS
Choose the Damaged code in the Amazon Delivery app for that package.
Photograph the Damage
Capture the damage clearly if prompted to document the package condition.
Secure the Package
Keep leaking or hazardous packages contained and away from other parcels in the vehicle.
Return to Station
Bring the damaged package back — station staff will handle disposition.
📌 KEY INFORMATION
RTS CODE
Use DAMAGED in the app
Auto-exempt — no contact compliance required
SEQUENCE
Inspect the package
Select Damaged RTS
Photograph if prompted
Return to station
AUTO-EXEMPT
No customer contact needed
Automatically DPMO-exempt
Document with a photo when prompted
HANDLING
Contain any leaks
Keep separate from good packages
Never discard — return to station
⚠ IMPORTANT REMINDERS
Never deliver visibly damaged goods
Don't discard — return the package
Report hazardous leaks to dispatch
DC DPMO
AUTO-EXEMPT — No Contact Required
✖ WHAT NOT TO DO
Don't Deliver Visibly Damaged Items
A crushed, wet, or leaking package should not be left for the customer.
Don't Delay Your Route
Damaged is auto-exempt — mark it and keep moving rather than troubleshooting on-site.
Don't Handle Hazardous Leaks Unsafely
If contents are hazardous, avoid contact and report to dispatch.
Don't Mix With Good Packages
Keep the damaged item separate to avoid contaminating others.
Don't Discard the Package
Never throw away a damaged package — it must be returned to station.
Don't Ask the Customer to Accept It
Don't pressure a customer into taking a damaged package.