There are shipping companies which, although accredited and highly esteemed in the industry, will advise you to always check your cargo for shortages and signs of damage every time you receive a shipment.
If there is a problem, bring it to the driver’s attention immediately.
These companies rely on trust and confidence. It is expected there will be instances when goods could get damaged or lost in transit. Professional shippers are aware of this possibility and provide procedures and processes to handle claims of this nature.
It shows their professionalism and concern for the customer. In the long run, people will go to the accredited shipper that is highly respected for their service and professional handling of the goods, regardless of the higher charges.
In case of shortages, count the pieces and crosscheck the number against what is indicated in the delivery receipt. Indicate the loss on the documents and have the driver sign his confirmation of the loss. You, the driver and other concerned parties present should go over the contents in detail to validate the actual loss. Put a detailed description of the loss in the documents.
The documents, once received at the destination office, serves as an alarm for the shipper to initiate efforts to locate your missing freight. In most cases, the shipment may have been misdirected to a different truck or loading area, or misplaced. But they do not overlook the possibility of the goods being stolen or waylaid in transit. Some information that may be use in tracking the goods are freight bill number, billing date on the delivery receipt, names and addresses of the shipper and consignee, number of pieces in the shipment, number of pieces missing, complete description of the missing pieces, including part number or serial number, and any other information that may help identify the container or contents.
In the case of visible damage, you, the driver and other concerned persons present at that moment should inspect the scope of damage. Put a detailed description of the damage on the documents and have the driver sign his confirmation.
The shipping company might require a second appraisal of the damage if the scope of the damage is substantial.
Most contracts stipulate the consignee should accept the entire shipment regardless of damage and loss, since there are additional fees and penalties that might be incurred upon refusal of the shipment.
Settlement of the claims can be handled separately as long as there is mutual agreement on the extent of damage or loss.
There may be cases when the loss or damage is not visible immediately and is discovered only when the goods are unpacked from the containers. If there are other people present when the discovery is made, have them attest to the damages or loss.
Inform the shipping company immediately so a representative can go and confirm your claims.
As much as possible, leave the containers and packing materials as they were when you first discovered the loss or damage. Most shipping companies are sensitive to the customer’s concern and will do their best to have a representative available within the shortest time possible.
Takis Kalogerakos
Marine Cargo Underwriter
