Tips for Claims and General Information for Shippers and Consignees

VISIBLE DAMAGE / SHORTAGE:

Damage/ Shortage is discovered at the time of delivery.

  1. Always inspect the shipment. Make sure the shrink wrap is intact and/or the package/packaging material does not have signs of damage (water, crushed, torn, etc.)
  2. If the shrink wrap is not intact, please mark this on the BOL / Delivery Receipt (sometimes the Delivery Receipt has a box in the lower left corner asking if the shrink wrap is intact: Yes_ No_ )
  3. When damage/shortage occurs, please make a notation on the BOL / Delivery Receipt and take photos of the damaged merchandise. Examples: 'boxes of item 254258 damaged/crushed', 'Coils have chain damaged/chain protectors were not used', 'damaged and refused', 'water/rust damage', '2 boxes short' etc. If possible, open all containers while the driver is at your facility and make notations on the BOL accordingly.
  4. Contact the carrier immediately to report damages.
  5. Take pictures of the damaged product.
  6. DO NOT dispose of the package/packaging material. If the carrier decides to inspect the product, the packaging will determine if the damages to the product correspond to the damages to the containers.
  7. Please move the damaged product to a safe location. It is the duty of the consignee to retain damaged merchandise and shipping containers until the claim is resolved.
  8. Send all claim information to the carrier's claims department.

CONCEALED DAMAGE/SHORTAGE:

Damage / Shortage is discovered after the time of delivery.

  1. Take photos of damaged merchandise and contact the carrier immediately to report damages.
  2. Concealed Damage/Shortage claims must be reported to the carrier within 5 days of the delivery date. Please make sure you report your concealed damage claim to the carrier immediately.
  3. Take pictures of the damages product.
  4. DO NOT dispose of the package/packaging material.
  5. Please move the damaged merchandise to a safe location. It is the duty of the consignee to retain damaged merchandise and shipping container until the claim is resolved.
  6. Send all claim information to the carrier's claims department.

Filing a Claim

Starting a Damage Claim

  1. Click the link below that corresponds to the carrier that handled the damaged freight. Complete the claim form and submit it to the carrier's claims department.
  2. Be sure to provide the requested documentation such as the bill of lading or proof of delivery.
  3. If the product is repairable, please provide the copy of the repair quote.
  4. If the product is salvageable, please provide the copy of the salvage/scrap value.
  5. Submit the claim documentation per the carrier's instructions.

What's Next?

  1. The carrier has 30 days to acknowledge the claim. Once the carrier receives/acknowledges the claim they will assign their claim number to the file.
  2. The carrier legally has 120 days to respond with an approval or denial of the claim.