How to claim from PosLaju for damaged parcel

So I had this unfortunate experience of receiving heavily damaged parcel from our national courier service i.e. PosLaju. I purchased 2 action figures from a Japan store (Mandarake) in June 2019, and I've opted for EMS shipping service to deliver the items. FYI all the EMS parcels will be handled by PosLaju once they reached Malaysia. 

However, even though the box was labeled as FRAGILE, PosLaju did not handle it carefully. The box sustained severe damage during the delivery, half of it was compressed as if it was ram over by a vehicle. 

Half of the box was compressed as if a car just ram over it

 The box was cut opened before I receive it. Most likely the postman opened it to check the items inside after the mishandling

FRAGILE lable: Exist
PosLaju: I'm gonna ruin this guy's career

As a result, both my SHF Zeronos (Zero Form) and SKC Zanki inside the box suffered considerable damage, especially Zeronos:

Condition of SKC Zanki when I took it out of box

Condition of SHF Zeronos Zero Form when I took it out of box

SKC Zanki suffered damage mostly at the bottom part:

SHF Zeronos Zero Form, on the other hand, was not so lucky. The helmet was broken into pieces and the weapon was split into two:

So what should you do if you have similar experience? Based on the guideline by Universal Postal Union, under Article 23-001,

The office making delivery of a rifled or damaged registered or insured item, or rifled or damaged parcel, shall prepare a CN 24 report on the joint inspection and have it countersigned, whenever possible, by the addressee. One copy of the report shall be handed to the addressee or, if the item is refused or redirected, attached to it. One copy shall be retained by the designated operator which prepared the report. One copy of the report shall be sent under registered cover or by e-mail or by other electronic means to the appropriate office listed in the Letter Post or Parcel Post Compendium Online of the country to which the dispatching office of exchange belongs.

Sounds complicated? Don't worry. From our sides, you just have to do the following:

1. If possible, reject the damaged parcel.
2. If you've received the parcel, keep the parcel as it is, do not modify anything.
3. Take pictures of the parcel and the contents. The objective is to have clear evidence of the damages, so make sure the pictures clearly show the damaged areas.
4. Go back to the PosLaju office with the damaged items. Ask them to prepare CN 24 report. You can do this by filling up their feedback forms
5. Provide evidence to the PosLaju staff to prepare CN 24, you may send them the pictures or let them take the photos of the damaged items

PosLaju feedback/complaint form. Details are censored for obvious reasons

However, PosLaju will not refund you directly. After PosLaju lodged the CN 24 report, the sender will be notified by PosLaju's counterpart in the region (in my case, Japan Post). Both parties will conduct joint inspection, and PosLaju, if found guilty of mishandling, will refund the money to the sender. The sender will then transfer the compensation to your account (credit card or Paypal, depends on your payment method).

To expedite things, it is better if you can follow up with the sender as well. After I complained at the PosLaju office, I emailed the sender i.e. Mandarake to ask for their help in following up with Japan Post. Fortunately, Japanese are very helpful in this matter.

Communicating with the sender to expedite the process 

And finally, after 2-months of consistent bugging PosLaju, my wait is over and I got the refund. One thing to note is they will refund you in the currency you paid during your purchase. So depending on the exchange rate, it is possible to get higher or lower compensation.

So that's the whole process. Sounds simple huh? Yes it's simple but the process is painfully long. But we do not need to pay for PosLaju's mishandling. You just need to be patient and follow up regularly with PosLaju and the sender (if they are helpful enough to assist you). Hope this sharing can help those who are having similar experience :)