“My freight was damaged!”, – sounds familiar?
Who’s to blame for your damaged shipment?
Most shippers face transit damage in 1–2 % of all shipments. The situation is even worse when it’s concealed damage.
Even a small hiccup can turn into a full-blown financial loss in the form of chargebacks. One miscalculation in carrier liability can lead to rough handling, detention time, and ultimately, returns. But this isn’t the end, actually.
Then you find yourself in a never-ending cycle of blame-shifting, denied claims, and lost money.
Here’s how to protect yourself.
Find the person responsible for shipping damage
To identify who is accountable, you must first investigate how and where the damage took place. Divide the process into three distinct phases:
1️⃣ Before pickup
Examine the packaging at the point of origin. Look for any soft edges, inadequate padding, subpar materials, or evidence of moisture. If the freight is dispatched in a compromised state, the carrier may not be to blame, but your supplier could be.
2️⃣ During transit
Utilize GPS data and telematics to monitor reckless driving behaviors, such as sudden braking, sharp turns, or detours. These indicators may suggest improper handling. Additionally, assess the securement practices. Was the cargo adequately strapped, blocked, and braced?
3️⃣ At delivery
Delays in the unloading process or detention time can lead to conditions that cause spoilage or structural harm. Always examine the driver’s logs and document any problems directly on the bill of lading. If any visible damage is evident upon arrival, liability usually rests with the carrier.
Delivering goods involves a significant number of individuals. Each person has distinct responsibilities. So, your next step is to review each individual systematically:
Supplier 🙍
Liable for inadequate packaging, labeling mistakes, and absent documentation, such as the MSDS for hazardous materials.
Carrier 🙎♂️
Tasked with ensuring secure transport, safe handling, and documenting any visible damages during the transfer.
Broker / 3PL 🙎🏼
Required to evaluate carriers, enforce packaging standards, and handle claims submissions if reservations were made through them.
You (the shipper) 🙍
Charged with conducting the final inspection, accurately reporting damages, and meticulously adhering to the claims procedure.
Now, when you know who is to blame, follow these next steps.
Act decisively when noticing a damaged shipment
Odds are, you will receive your goods in good condition, and you will not have to use this guide for how to handle a damaged shipment. But knowing the step-by-step process will help you stay calm and prepared if your item does arrive in poor condition. Here is what to do:
1. Understand your policies
Get acquainted with your supplier’s return policy, your carrier’s process for damage claims, and any insurance stipulations prior to placing an order. This helps to avoid delays or rejections when submitting a claim.
2. Always accept the delivery
Even if the shipment appears to be damaged, you should accept it. Refusing it may incur unnecessary return fees and storage charges, and could diminish your chances of receiving reimbursement.
3. Inspect before signing the Bill of Lading
Carefully examine the packaging and the contents. If you notice any damage, make sure to document it clearly on the Bill of Lading before you sign.
4. Politely inform the driver
Make the driver aware of any visible damage. Refrain from assigning blame or expressing emotional reactions, as the damage could have occurred earlier in the shipping process.
5. Immediately document everything
Capture photographs of both the damaged and undamaged items, along with their packaging and labels. Include time-stamped notes to substantiate your claim and safeguard yourself from liability.
6. Report the damage without delay
Notify your carrier or supplier at the earliest opportunity. Many have a requirement for notification within a few days, and delaying could jeopardize your claim.
7. Maintain your documentation
Retain all paperwork associated with the shipment, such as emails, photographs, the Bill of Lading, and invoices. This will be crucial when submitting a freight claim.
8. Settle the freight invoice
Timely payment of the invoice demonstrates your good faith. Outstanding freight bills can hinder the claims process.
9. Preserve the damaged items
Refrain from discarding anything. Carriers frequently require an inspection of the damaged cargo, and without it, your claim could be rejected.
Build a damage‑resistant process with risk mitigation
Don’t wait until something breaks. Put proactive systems in place:
- Vet your Packaging Providers
Run periodic inspections to ensure quality control.
- Choose Low-Claim Carriers
Work with fleets known for <1% damage claims.
- Enforce BOL Accuracy
Never accept a clean BOL if damage is visible. Make the driver log every dent.
- Automate Claims
Use your TMS or claims portal to upload timestamped photos, BOLs, and submission data without delay.
Too many businesses use ambiguous contracts or verbal agreements. Keep the specifics that hold everyone responsible.
- Standards for packaging
Don’t assume, specify. E.g. “All goods must be shipped in new, double-wall boxes with 2” foam lining.”
- Carrier liability limits
Verify the premium goods and declare any valuable freight.
- Claims process
Demand that damage be recorded with annotated BOLs and photographic proof within 24 to 48 hours.
- Force majeure terms
Specify whether there is an insurance pool with shared risk, or a distinct provision. Don’t rely on chance.
Pass the freight security to Hugo Hunter
Get your shipment transported with strict responsibility.
- Real-time tracking in a few clicks
- Photo updates at every delivery stage
- Team that cares, and that’s why we communicate proactively.
- Final visual inspection of loaded goods before starting the engine
- Strict adherence to all packaging, loading/unloading and transportation rules based on the goods type
Learn more about Hugo Hunter’s responsible delivery at every step 👉 https://hugohunter.com
Freight damage is a process failure. When you document everything, formalize your contracts, and stay ahead of weak links in your supply chain, you’ll stop absorbing costs that aren’t yours.
And when something does go wrong? You’ll know exactly who’s responsible and have the evidence to prove it.