A pallet arrives with crushed corners. Cartons are torn. Some containers are bent or unusable. It happens in international shipping, even with good packaging.
What matters is not whether damage happens. It matters how you handle it. A clear process protects your money and your customer relationships.
Do not unload the pallet before photographing it. Take wide shots of the pallet, close-ups of the damaged cartons, and photos of the damaged containers inside. Photograph the shipping label and the seal number.
If the damage is visible on the outside, note it on the delivery receipt before signing. If the driver will not wait, write "damage noted, subject to inspection" and sign.
Count the damaged units. Do not mix damaged containers back into sellable stock. Keep them aside for inspection.
Calculate the damage rate. If 30 out of 1,000 containers are damaged, that is a 3 percent rate. A rate above 2 percent is worth claiming. A rate below 1 percent may not justify the paperwork.
Send an email with photos, the delivery receipt, the seal number, and the damaged quantity. Keep it factual. State what you found, when you found it, and what you are requesting.
Most suppliers have a claim window. If you wait two weeks, the claim becomes harder to prove. Contact within 48 hours.
Be specific. Do you want replacement units, a credit on your next order, or a refund for the damaged portion? Suppliers respond better to a clear request than to a general complaint.
If the damage is minor, a credit on the next order is often the fastest resolution.
After the claim is settled, ask what will change. More corner protection. Stronger cartons. Better pallet wrapping. A different loading method.
If the same damage repeats on the next shipment, the packaging or loading needs to change.
Bent or crushed containers that cannot hold food. Torn or wet cartons that exposed the product. Lids that no longer seal because the container rim is deformed. Rust or staining from moisture. Count each affected unit, not each carton.
We ask for photos, the seal number, and a count within 48 hours. We review the loading photos on our side. If the damage came from loading or packaging, we replace or credit. If it came from the carrier, we help you file with the forwarder.
We also review the packaging method for the next shipment. If a route or carrier causes repeated damage, we change the loading plan.
Document before you unload. Report within 48 hours. Ask for a specific resolution. Review prevention after every claim.
That process turns a frustrating shipment into a manageable one.
