Shipment arrived damaged: what to do immediately

Record a specific delivery reservation

Before signing, describe what you can actually see: wet wrapping, crushed cartons, torn packaging or a damaged pallet. Identify the affected packages and record any count discrepancy. Write that the contents remain unexamined where appropriate. A vague note such as “unchecked” gives less useful evidence than a description of the damage.

Ask the driver to acknowledge the observations and keep a copy of the delivery record. If the electronic device cannot record exceptions, photograph its screen where permitted and send the observations to the delivery company immediately. Record any refusal to acknowledge damage. If you already signed without reservations, document the discovery and notify the relevant parties now.

Photograph the condition and preserve the trail

Take overall views of the load, then close-ups showing damage alongside carton labels and shipping marks. For containers, record the identification, seal and visible condition before opening where safely possible. Photograph the goods in their original position, then each packaging layer as you unpack. Keep original files and a log of arrival, opening and discovery times.

Separate affected stock and retain cartons, wrapping, pallets and representative damaged goods for inspection. Photograph urgent protective action before and after it happens. Compare arrival evidence with the container loading records, but do not assume that wet packaging proves where or why the damage occurred.

Notify the carrier and insurer separately

Send written notice immediately to the carrier identified in the transport documents, copying the forwarder and delivery company. Separately notify the cargo insurer or its named claims contact, and tell the seller. Include shipment references, delivery location and time, observed damage, affected quantities where known, photographs and the delivery reservation. Say that the extent and value of the loss are still being assessed.

Ask each recipient to acknowledge receipt and confirm its notice, claim and legal-action deadlines, required documents and correct recipient. Check the transport terms and policy rather than relying on a generic deadline. Do not assume a complaint to the seller or a telephone call has reached the carrier or insurer.

A forwarder’s liability insurance does not insure the goods themselves. Locate the actual cargo policy or certificate and check the claims instructions. Use our cargo insurance guide for the cover questions, while keeping carrier notification and the insurance claim moving separately.

Ask for a survey before changing the evidence

Ask the insurer whether it wants to appoint a cargo surveyor before further unpacking, testing, repair or disposal. Invite the carrier to attend a joint inspection and retain the invitation and response. Agree the survey scope, access, report recipient and payment arrangements before commissioning your own survey.

Ask the surveyor to record packaging and cargo condition, the affected stock, possible causes, inspection limits and options for salvage or repair. Where safe, protect the goods from further rain and separate wet stock from dry stock. Record the action and costs. Do not delay urgent safe protection while waiting for attendance; seek instructions before irreversible changes.

Build the claim file and keep decisions traceable

Keep the purchase invoice, packing list, transport document, delivery record, policy, photographs, survey report and correspondence together. Maintain a stock schedule distinguishing affected, unaffected and still-unexamined goods. Support the claimed loss with inspection findings, repair quotations, salvage information and records of protective expenses rather than an unsupported total.

Ask for written instructions before disposal, return or a settlement that could affect the ongoing claim. Record who approved each action. Our faulty goods and rejection guide covers the separate seller-remedy and rejected-import questions. Cambridge China Bridge’s staff in China can help retrieve factory packing and loading records for comparison with the arrival evidence.