Short or damaged deliveries: records you need before claiming

Finding a shortage or damage at receiving is rarely the hard part. The hard part is the claim afterwards. The supplier says "it was fine when it left us", the carrier says "no objection was made at delivery", and the warehouse has one blurred photo and a chat message. A claim is only as good as its evidence, and the evidence starts to build at the moment of arrival. This article explains how to prepare a claim pack that a supplier can accept. Whether to claim, and for how much, depends on the contract, and a lawyer should be consulted when needed.

First, decide whom to claim from

There are three possible parties:

• The supplier: packing errors, short shipment, wrong goods, or defects in the goods themselves.
• The carrier: damage, loss or wetting on the way.
• The insurer: if the goods are insured, the policy may cover certain losses.

Whom to claim from depends on the contract's trade terms, that is, where the risk passes. Confirm it with purchasing and finance.

The records you need

1. Contract or purchase order: specification, quantity, price, delivery terms and claim clause.
2. Packing list, commercial invoice and transport documents: the baseline for comparison.
3. Receiving record: the count sheet, ideally signed by the carrier's representative or the driver.
4. Photos and video: seal, doors, outer packing and damaged parts, dated, with labels and defects in the same frame.
5. Difference list: item, packing-list quantity, quantity received, difference, nature (short, damaged, wrong item, surplus) and value.
6. Inspection records for quality problems: test data and trial results.
7. Communication log: when, by what means and to whom notice was given, with emails and chats kept.
8. Retained goods: damaged goods and packaging, kept until the claim is closed.
9. Original files: keep the original photo and video files, not only the compressed copies sent through chat apps; the originals carry the date and time of capture.

Notice: the sooner the better

Contracts usually set a period for giving notice after a shortage or damage is found, and a claim may be refused once it has passed. So check the contract as soon as the goods arrive and note the deadline.

An illustrative timetable (for reference only; the contract sets the real periods):

• Day of arrival: finish counting and photographs, report internally.
• Days 1 to 2: give written notice to the supplier and the carrier, describe the situation in outline and ask them to preserve evidence.
• Days 3 to 7: complete the papers and submit the full claim pack.
• Follow up after one week and again after two.

Give notice in writing and keep proof of sending. After a phone call, confirm it by email.

Assembling the claim pack

A claim pack that is easy to accept has these parts:

• Cover letter: one page with the contract number, goods, arrival date, nature of the problem, quantity and value, and the remedy you want (replacement, refund, price reduction or credit note).
• Difference table: line by line, with figures matching the packing list and the receiving record.
• Evidence index: each attachment numbered, and the letter refers to them by number.
• Photos: in numbered order, each with its date and the item it shows.

An invented case: the packing list shows 1,200 cartons of 20 panels. You receive 8 cartons fewer, which is 160 panels, and 14 panels are broken. Taking a unit price of 12 US dollars, the shortage is 160 × 12 = 1,920 dollars and the breakage 14 × 12 = 168 dollars, making 2,088 dollars. (Figures are illustrative.) Show the calculation so that the other side can check it.

Why claims are often rejected

• No acknowledgement from the carrier or driver, so transit loss cannot be shown.
• Photos without dates, labels not visible, or not linked to a particular item.
• Notice given after the period in the contract.
• Goods already used or discarded.
• A difference table that does not match the packing list.
• The claim was sent to the wrong party.
• Warehouse and accounting figures disagree, giving the other side a reason to doubt.

In short

Half of a claim is won on the day of arrival. UzWarehouse's inbound check service can count goods when they arrive and record shortages, damage and mix-ups on the spot, leaving records you can use in your negotiation. How the claim itself is made is a question for your legal adviser.