Freight Claims Procedures
When an LTL (Less than Truckload) delivery is being made:
Review the Bill of Lading and determine your product
- Advise the driver where to unload the goods
- If Liftgate delivery was requested, the driver is responsible to move the item to the ground. It is then your responsibility to get the shipment from the ground into the store.
- If Liftgate delivery was not requested, it is your responsibility to move the product from the back of the truck and into the store.
Before moving the product from the truck or ground, carefully inspect the outer carton and packaging for any sign of damage.
If there is suspicion of damage, you have the right to remove the product from the packaging to inspect the shipment before signing the delivery receipt.
- If damage is found but you determine the product can be repaired, you may keep the product and sign the delivery receipt describing the damages in detail.
If product is received but determined that repairs are impractical, to receive full credit, you must retain the damaged product for carrier pickup/removal/salvage.
- If you find damages that are beyond repair, you have the right to refuse the product and mark the delivery receipt “refused due to damage”.
- If you find damage after carrier has left, you must contact the RSCS/carrier within 5 days to report Concealed Damage.
- Count all products to determine that all marked pieces are being offered for delivery.
If there is a count discrepancy, have the driver note it on the Delivery Receipt being as detailed as possible as to what is missing,
then sign the notice “SHORT” after the driver has signed
- VERY IMPORTANT:
If product is accepted and the delivery is noted clear on the carrier’s delivery receipt, a subsequent full inspection of the product should be performed immediately
(as your product is moved into the store or as it is held waiting for an installer) to verify there is no unseen “concealed” damage.
This should be done on the day the product is delivered.
If Freight Damage or a Shortage is noticed after delivery (Concealed damage or loss) you should:
- Stop unpacking the damaged product and save all packaging in its original condition as is possible. Then, immediately contact your RSS Representative at 1-800-444-7868
- Logistics, with you on the telephone, will contact the carrier to make the concealed damage notification and determine in an inspection is required by the carrier
(Based on value of the potential loss). This is time-critical. If notification of concealed damage is not made within 5 days of receipt, the carrier will not honor a freight claim.
The dollar value of the settlement is often contingent on the timeliness of this call. Determination will be made on repairing the product in the field or whether product must be replaced.
- In order to successfully resolve a concealed claim, it is the responsibility of the consignee to prove liability.
This is the hardest claim to resolve as proof of responsibility is often unclear. In all cases, Logistics will file the claim and work with our carriers to return as much credit as possible.
Understand that frequently, the claim is resolved by each party accepting partial responsibility for the damage and share in the cost of repair or replacement.
The reason, the vendor could have packed damage product, the carrier could have damaged it during transit, or the customer could have damaged it while unpacking.
The net result is you may receive only partial credit for the damage item.
- To avoid unrecoverable losses, be sure that your representatives receiving your shipments follow these rules.
Logistics will contact the carrier to make the concealed damage notification and determine in an inspection is required by the carrier (Based on value of the potential loss).
This is time-critical. If notification of concealed damage is made on the day of delivery, proving liability becomes much easier and the dollar value of the potential settlement increases.
Notification must be made within 15 days of receipt, or the carrier will not honor a freight claim.
Determination will be made on repairing the product in the field or whether product must be replaced.
In all circumstances, call your Equipment Sales Representative immediately to report the status of the damage.
Logistics personnel will work with you to repair or replace the damage and will file the freight claim for you.
When a Small Package Delivery is being made:
- The driver may carry the package into the building. The same basic rules of receiving product apply.
If damage is found, you must contact the small package carrier in your area to report its condition and give the account number stamped on the box.
The carrier will arrange to pickup and return the damage to the original vendor. Only the shipper can file a claim.
Contact your RSS Representative for assistance.