When a pallet arrives damaged: a claim that actually recovers money

Freight damage is not rare and it is not usually the supplier fault. What separates retailers who recover the cost from retailers who absorb it is almost entirely procedural, and almost all of it happens before the pallet is unwrapped.

The first hour

1. Photograph the pallet as delivered, from four angles, before you touch it. Include the shipping label in at least one frame.
2. Note any visible carton damage on the delivery paperwork and have the driver countersign it. If they will not, write that down and photograph the note.
3. Unwrap in a clear area and keep all packaging. A claim without the carton is usually a claim without a payout.
4. Photograph each damaged unit in place, then individually, with the corner damage visible.
5. Count and list. A damages report with quantities is processed; a description of disappointment is not.

What the carrier will ask

• The signed delivery receipt, with or without the damage note.
• The full carton, including the corner protectors, because they inspect for packing adequacy.
• The commercial invoice, so the claim is valued at the declared price.
• A repair or replacement quote if the goods are salvageable.

Time limits are strict and vary by carrier — commonly five days for visible damage and a shorter window for concealed damage. Diary it on the day of delivery, not when you get to unpacking.

What to do in the meantime

Do not discard damaged stock before the claim closes, even the unsellable pieces. Do ship a replacement order if the customer is waiting, and mark it clearly as a damage reissue on the invoice so it does not muddy your own cost reporting.

A good supplier will send replacement units against photographs alone while the carrier claim runs, then reconcile once it settles. We do this for any damage over five percent of the shipment value, because waiting six weeks for a carrier to rule on a broken corner is not a service.