FAQs

 

1.) What do I do when I receive damaged freight?

It is importan that you sign the delivery receipt as damaged. If you fail to do this step, and the “Clear” delivery receipt is involved – indicating that the delivery was successful and intact, as notated by a delivery receipt that is not signed for as damaged – it is almost guaranteed that your freight claim amount will be reduced to a settlement, or worse, denied altogether.

Below are a few things to remember when signing for damages:

  • Notate all damages – if only one item is notated as damaged, more than likely the freight carrier will only refund that one item

  • Be specific – (e.g., if you received your palletized container, and it has a hole through the sidewall, write “punctured hole through the sidewall of the container”)

  • “Subject to Inspection” is NOT a valid notation – This notation is not enough to hold the carrier liable. When in doubt, notate “Damaged”

  • If you must, refuse the freight – Although rare, In cases where the driver will not let you sign for damages, refuse the freight shipment.

4.) How long will the claim resolution process take?

Most cases will normally be resolved in 5 to 7 business days after the claim and supporting claim documentation is submitted to the carrier, unless additional time for research is needed by the carrier.

6.) How do I get a replacement shipped out?

We do not have to wait for the freight claim to be complete before a replacement is shipped out. However, when the replacement shipment is sent out, it must always be sent through the same carrier and the timing of the shipment is entirely dependant upon standing inventory. Understandably, they just damaged your freight, why would you want to use them again? Well, most carriers will only pay for the replacement freight charges if we use the same carrier for the replacement shipment.

7.) My freight claim is declined; am I out of options?

There are many options a freight claimant has after a carrier declines a freight claim. These range from submitting additional documents to taking the carrier to court. More often than not, claims are declined due to incomplete or inadequate documentation submitted, which is why it is important that you read and understand the above Q&As thoroughly.




2.) Does the carrier need to be notified?

Yes!, the carrier needs to be notified. Claims for concealed loss and visible or concealed damage must be reported within 5 calendar days and all supporting documentation filed within 9 months of the delivery date. All claims will be resolved based on the merits of the carrier’s claims investigation.


5.) What should I do with the damaged freight (merchandise and shipment packaging)?

For Every freight claims process, the freight needs to be available for the carrier, usually for inspection or salvage pick up.  This means the freight needs to be held onto until the freight claim is resolved. With that being said, keep the merchandise and all original packaging and contents, until the claim resolution process is finished. It may be necessary to make the packaging available to the carrier for inspection. This is common for high-value shipments.

Throwing away the freight, including the packaging and container, could result in the carrier denying the freight claim.

So what are your options?

  • The consignee (whoever is receiving the shipment) can accept the freight and sign the Proof of Delivery (POD) as damaged, following the suggested steps described in the answers above, and hold the freight until the freight claim is resolved

  • The consignee can refuse the freight and have it shipped back to us, where we will hold the freight until the freight claim is resolved

  • In some rare cases, carriers will dispose of the freight themselves if given the okay by the customer due to a complete and total loss of the product

The carrier will NOT hold onto the damaged freight during the freight claim process, and storage charges will accrue if the disposition is not given to the carrier in a timely manner.

3.) What is needed to file a damaged freight claim?

When filing a freight claim, the more documentation, the better. However, there are a few key documents that you should include with every freight claim.

  • Completed freight claim form

  • Product invoice/sales invoice

  • Proof of delivery/delivery receipt

  • Photographs of the damaged shipment

  • Write up or description of loss or damage

    There are several documents that we will need to submit to aid your freight claim

    These additional documents include:

    • Original Bill of Lading

    • Carrier freight bill (for freight charges)

6.) How do I get a replacement shipped out?

We do not have to wait for the freight claim to be complete before a replacement is shipped out. However, when the replacement shipment is sent out, it must always be sent through the same carrier and the timing of the shipment is entirely dependant upon standing inventory. Understandably, they just damaged your freight, why would you want to use them again? Well, most carriers will only pay for the replacement freight charges if we use the same carrier for the replacement shipment.