Record what you see at delivery
Compare delivered packages with the handover record. Photograph package marks, seals, damaged areas and the overall shipment. Record visible shortage or damage on the delivery record where possible and retain a copy. Do not rely on a verbal conversation alone.
- Reference, date, location and receiving person
- Photos before further unpacking
Build an evidence file
Keep the invoice, packing list, transport documents, delivery record, correspondence and photos together. Describe the affected quantity and estimated loss, distinguishing product damage from packing damage. Retain damaged goods and packaging pending instructions where safe to do so.
- Do not discard evidence before receiving instructions
- Use the incident template in downloads
Notify the responsible parties promptly
Ask for the applicable notification and claim deadlines in the carriage terms and insurance policy; they may differ. A submitted incident report is not acceptance of liability or approval of compensation. Cargo insurance and carrier liability have different conditions, documents and decision makers.
- Confirm the case reference and next required documents
- Keep all responses and deadlines in one record