10 Steps to Take When Your Freight is Damaged or Lost

1. What Are the Types of Freight Damage?
2. Contact the Carrier First
3. Call Customer Service
4. Send an Email
5. Use the Tracking Information Provided
6. Check the Packaging
7. Ask Questions
8. Sign for the Package
9. Communicate With Your Carrier or Broker
10. Document the Damage
11. Never Say No
12. Complete Your Claims Paperwork
13. Wait Patiently
14. Make Sure to Pay Your Bill
15. Freight Insurance
16. Submit Your Claim on Time
17. Keep Copies of Everything!
18. Conclusion

When you ship freight, it goes through many hands along the way. From the truck driver to the shipping company, to the warehouse to the destination port, there are multiple people involved in moving your goods.

If something happens to the container while it is being moved, the process of getting it fixed can become complicated. Here are 10 steps to help you deal with damaged or lost shipments.

What Are the Types of Freight Damage?

There are four types of freight damage:

• Visible Damage: This type of damage is obvious to anyone looking at the item. If you see something like this, you identify what happened. You might even notice some parts missing.
• Shortage: This damage occurs when there isn't enough cargo to completely fill a truck. When this happens, you won't be able to load the whole truck.
• Concealed Damage: This type of damage is hard to spot unless you look closely. It could be anything from a small dent to a hole big enough for someone to get their hand inside.
• Missing Cargo: This type of damage means that the entire contents of the container were removed without authorization. The most common reason for this is theft.

1. Contact the Carrier First

The carrier is responsible for delivering your goods safely. So, when anything goes wrong, reach out to them immediately. There are several ways to do this.

Call Customer Service

Customer service representatives work directly for the shipping companies. They can provide you with important information about what needs to happen next.

For example, if the carrier cannot locate the container, they might ask you to call the shipper to tell them where it is. You should always try to find out how much the carrier charges to track down missing shipments. Some carriers charge $5 per hour, while others charge $50-$100 per hour.

Send an Email

If you don't hear back from the carrier after calling customer service, sending an email is another option. Type out a short message explaining what happened and asking for assistance. Include the tracking number if possible.

Use the Tracking Information Provided

Tracking numbers are usually sent via email or SMS text messages. These numbers will show you exactly where the container is at any given time. This makes it easier to figure out who has possession of the container and whether it is safe to collect or not.

2. Check the Packaging

Verify the delivered cargo in great detail. Pay close attention to each component or item. If necessary, open crates, as there may be hidden damage. Find out what was taken, destroyed, or lost.

You have the right to record all pertinent information, so don't be intimidated by the driver, who may appear to be in a hurry to get to the next destination.

Ask Questions

Ask the driver if you don't understand what's happening during the delivery process. They're trained to answer questions, and you'll learn a lot about how shipments work.

Sign for the Package

Once you've inspected the contents of the shipment, sign for it. Don't just accept the signature on the driver's clipboard; check the paperwork yourself. Read every detail carefully. If you find anything wrong, report it immediately.

3. Communicate With Your Carrier or Broker

Get in touch with your shipping provider. Your cargo has a bigger chance of being delayed rather than lost entirely. Unfortunately, delays in transportation are to be expected and can happen for a number of reasons.

Therefore, you should get in touch with the logistics provider as your first facility. A third-party logistics provider (3PL) will speak with the carrier on your behalf and help you with a variety of other problems if you hire them.

Communicate any damages to your carrier or broker. If you notice any damage to your shipment, contact your 3PL immediately.

4. Document the Damage

The more documentation you have, including photographs, the better. This includes the original shipping documents, the Bill of Lading, and any correspondence with the carrier.

If the damage occurs during transit, ensure you document it immediately and keep copies of anything sent via email. You'll want to include the following information:

• Date of loss/damage
• Description of the damage
• The name of the shipper
• The location of the shipment
• A description of the goods being shipped
• Any special instructions that were given to the carrier
• Whether the cargo was insured
• Copies of relevant emails and phone calls

5. Never Say No

Never refuse a shipment and never throw away damaged freight. If shippers dispose of the cargo, they may not receive the full freight claim amount. So, if at all possible, keep all loads and packages intact.

6. Complete Your Claims Paperwork

Keep copies of all your documentation related to your claim. You might need this information later if the shipper denies your claim.

Wait Patiently

It takes time to resolve an issue. Call back if you don't receive a response from your carrier or broker after several days. But don't give up hope. Most carriers and brokers respond to customer complaints within a few business days.

7. Make Sure to Pay Your Bill

Settle the freight bill as soon as you can. Even if the freight is broken, stolen, lost, or lost in transit, the shipper is still liable for the costs of transportation. An insurance claim will handle the claim.

8. Freight Insurance

The most important step you can take to protect your cargo and your budget is to purchase freight insurance. Freight insurance is a safeguard that ensures the safety of your entire cargo or a portion of it.

Many 3PLs offer freight insurance as an optional step in the booking process. If something happens to your cargo, the insurer will reimburse its value, so your company will be held harmless.

In addition, freight insurance alleviates the stress of the shipping process. There are various types of freight insurance, so select the one that is best for your company.

9. Submit Your Claim on Time

Most carriers require you to submit your claim within 30 days of receiving your shipment. If you wait longer than that, you risk losing your rights to file a claim. In addition, some carriers charge late fees for submitting a claim after 30 days.

10. Keep Copies of Everything!

Make sure to keep copies of all documents related to your claim. This includes receipts, photos, invoices, and anything else that proves your case. This includes the shipment received, even if it's damaged so that the shippers can be reimbursed for the total claim amount.

Conclusion

If you are in a situation where your freight has been damaged or lost, follow the tips above when dealing with the issue. Take into account that you have rights under the law to pursue legal action.

However, with the right protective insurance, it does not need to come to that. Check out our content-filled site for more valuable information and answers to any shipping queries.