What if the art print was damaged/crushed during shipping? Customer's Contact Info?

Hi there, today my customer received an A4 art print, which was delivered by FedEx from Germany to Spain. The customer said the print had been crushed in the mail, even though it was covered by cardboard. The art print has an obvious creased line.

What can we do in this case? Is the customer eligible to reclaim compensation? How can we avoid this from happening again?
Before shipping, do you collect customers' contact numbers for delivery purposes? I found that there is no telephone column to be filled on the Printshrimp system.

Would appreciate anyone could share your experience please!

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