When freight arrives with visible damage, accurate receiving records help the shipper, carrier, and other responsible parties understand what happened. Focus first on safety, condition, and timely communication. A general notation or a few photographs should not be treated as the entire claims process.

Describe what is actually visible

Identify affected pieces, package numbers, and the observable damage. Note details such as a crushed crate corner, punctured wrapping, wet cartons, or a broken pallet rather than assuming the cause.

Follow your receiving procedure for documenting exceptions on the delivery record. Keep a copy of the record and note the date, time, and shipment references. Avoid describing the entire shipment as damaged if only specific units show a problem.

Photograph the package and contents appropriately

Where safe, document the freight before unnecessary movement or unpacking, then capture relevant damage discovered during inspection. Include identifying labels and broader views that show which package is involved.

Do not put staff at risk to obtain photographs or open an unstable load. Ask qualified personnel to establish a safe handling plan when the cargo has shifted or packaging has failed.

Notify the responsible contacts promptly

Contact the shipper and transportation coordinator with the observations and ask for disposition instructions. Determine who will manage any inspection, claim submission, repair review, or replacement shipment.

Request the applicable carrier and contract procedures and deadlines promptly. Notification or a delivery notation does not necessarily constitute a properly filed claim.

Preserve evidence and control further movement

Retain the product, packaging, and relevant records for the required inspection or review unless authorized instructions require another safe disposition. Keep damaged and unaffected items identifiable.

Carrier requirements vary. For example, Old Dominion’s claims guidance calls for retaining packaging during a damage claim. Documentation supports evaluation but does not itself establish liability or guarantee payment. If freight must move again, arrange that movement using the actual condition and approved handling plan.

References: Old Dominion cargo claims guidance; FedEx Freight cargo claims process.

Related shipping guides

Freight Delivery Without a Loading Dock: Liftgate, Forklift, or Another Plan?
Freight Transloading: What to Send for a Transfer and Delivery Quote

Plan your shipment with 2A Logistics

If a shipment arranged through 2A Logistics has a receiving issue, contact your shipment coordinator promptly with the load reference and condition records.

Request a Freight Quote or call 260-408-6809.