Shipping Damage Claim Process Workflow

Steps

1. 1

   Inspect at Delivery

   Before signing delivery receipt, inspect all packages for visible damage. Note any damage on the BOL (Bill of Lading). Take photos of packaging exterior.

   Pro tip: NEVER sign clean if there is ANY visible damage. Write DAMAGED - SUBJECT TO INSPECTION on the BOL.

2. 2

   Document Everything

   Within 24 hours: open packages, photograph all damage (wide shot + close-up), save all packaging materials, and record serial numbers of damaged items.

   Required documentation:\n- Photos of outer packaging damage\n- Photos of inner product damage\n- Copy of signed BOL with damage noted\n- Original packing list\n- Invoice showing value\n- Written description of damage

3. 3

   Notify Carrier

   File damage claim with carrier within 5 business days (sooner is better). Most carriers have online claim portals. Include all documentation from step 2.

4. 4

   Notify Supplier

   Email supplier with damage photos and claim reference number. Request replacement shipment or credit. Good suppliers will ship replacement immediately without waiting for claim resolution.

5. 5

   Claim Follow-Up

   Track claim status weekly. Carriers have 30-120 days to resolve. Escalate if no response after 30 days. Keep all communication in writing.

   Typical timelines:\n- Carrier acknowledgment: 5-10 days\n- Investigation: 30-60 days\n- Resolution: 60-120 days\n- Payment: 30 days after approval

6. 6

   Resolution

   Accept settlement or dispute if inadequate. Document outcome for future carrier selection decisions. Update supplier scorecard.

Tools Required