**Inspect every delivery the moment it arrives. Note any damage on the delivery receipt before the driver leaves. Photograph everything, packaging, labels, and the damaged stock.
Contact the supplier or carrier within their stated time window. Keep all original packaging and documentation. File a formal claim with supporting evidence and follow up until resolved.**
After a long wait for stock to arrive, opening a box to find crushed corners, torn packaging, or broken product is frustrating. But how you react in those first few minutes decides whether you get a refund, replacement, or nothing at all. The rules around damaged deliveries are strict, and carriers and suppliers use fine print to limit liability.
I’ve handled hundreds of these claims, and the difference between a fast resolution and a denied claim almost always comes down to what you do before the driver leaves. Here’s exactly what to do, and what not to do.
Why You Must Inspect Deliveries Immediately
Inspection is not optional, it’s your only shot at a clean claim. Most carriers give you a very short window to report visible damage. Some allow 48 hours, others only 24.
A few require you to note damage on the delivery receipt before signing. Miss that window and the carrier assumes you accepted the stock in good condition.
Suppliers follow similar rules. They need to file their own claim with the carrier, and they depend on your inspection notes and photos. If you wait a day or two, both the supplier and carrier have an easy excuse: “the damage could have happened after delivery.”
The physical inspection should start before you open anything. Look at the outer packaging for crush marks, punctures, water stains, or signs of mishandling. Check seals and tape, if they look tampered with, that’s a red flag.
Then inspect the stock itself as you unbox it.
Do not skip this step even when you’re busy or the delivery seems fine. I’ve seen stock that looked perfectly packed but had internal damage only discovered days later. By then the claim was rejected.
Immediate inspection protects you.
How to Photograph and Record Damaged Stock Properly
Good photos make or break a claim. Bad photos, blurry, poorly lit, missing context, get your claim ignored or denied. You need a clear visual story that shows the damage is real and that it happened before you touched anything.
Start with the delivery in its setting. Take a wide shot showing the entire package sitting where the driver left it. Include the delivery receipt, the package label, and any visible external damage in one frame.
Then zoom in on every dent, tear, or crushed area. Photograph labels from all sides, the tracking number, sender info, and any “fragile” stickers should be clearly legible.
Next, photograph the unboxing step by step. Show the opened box with packing material still inside. If there is internal packaging like bubble wrap or foam, show how it was positioned.
Then photograph the damaged stock from every angle, top, bottom, sides, close-ups of cracks or breaks.
Include a ruler or a common object for scale when the damage involves size or shape distortion. A coin next to a dent tells the adjuster more than a vague description.
Beyond photos, make a written description on your phone or a notepad. Note the date and time of delivery, the carrier’s name, the driver’s name (if available), and a detailed list of every item damaged and how. Write down the model numbers, quantities, and any packaging defects you saw.
Keep all this in one place, a folder on your phone labeled “Claims” or a physical file for paper receipts. You’ll need it when you contact the supplier or carrier.
What to Write on the Delivery Receipt Before Signing
The delivery receipt is your most powerful piece of evidence. Signing it without noting damage is the fastest way to forfeit any claim. Carriers treat a clean signature as proof that the delivery was in good condition.
If you see external damage before the driver leaves, write the specifics on the receipt. Don’t write a vague “possible damage”, that often gets ignored. Instead, write something like “crush damage to bottom right corner of box” or “package appears wet on top.” Be explicit.
Use a different pen color so your notes stand out.
If you can’t fully inspect the stock before the driver leaves (for example, if it’s a pallet of many boxes), you can write “subject to inspection, concealed damage possible.” Some carriers accept this as a reservation of rights. Check your contract, some require you to open and inspect within a certain time.
Never sign a receipt that says “received in good condition” if you have doubts. Cross that line out and write your own notes. And don’t let the driver pressure you into signing quickly.
They may have a tight schedule, but the claim belongs to you.
Who to Contact and When — Supplier vs Carrier
Your first call should be to the supplier, not the carrier. The supplier is your direct business partner. They have a relationship with you and want to keep your business.
In most cases, the supplier will handle the carrier claim on your behalf, after you provide your evidence.
Contact the supplier immediately after your inspection. Email is fine, but a phone call is better. Explain what happened, share your photos and description, and ask for their claims process.
Most suppliers have a department that handles damaged deliveries and will tell you exactly what forms to fill out.
Do not assume the supplier will take your word for it. They require your documentation to file their own claim with the carrier. Without your evidence, they may reject your request or delay it.
If the supplier asks you to file a claim directly with the carrier, follow their instructions. But keep the supplier in the loop, send them a copy of the claim number and your photos. That way they can’t later blame you for not notifying them.
Avoid contacting both parties separately without coordinating. That often leads to conflicting information and finger-pointing. Let the supplier be your primary contact unless they explicitly tell you otherwise.
Filing a Claim With the Carrier or Supplier
Claim forms vary, but the core information is the same. You’ll need the delivery receipt number, the tracking number, the date and time of delivery, and a detailed description of the damage. You also need to attach your photos.
Most carriers have time limits for claims. Common windows are 24 hours for visible damage and 5 to 15 days for concealed damage. Check your contract or the bill of lading to be sure.
Missing the deadline is an automatic denial.
When you submit a claim, be thorough but concise. List each damaged item with its condition and replacement value. If you have invoices showing the item cost, include them.
If the damage made the entire shipment unusable, state that clearly.
Expect pushback. Carriers often deny initial claims, they may say the packaging was insufficient or that the damage didn’t happen in transit. That’s why your inspection notes and photos are critical.
If you noted damage on the receipt, you have a strong argument. If not, you’ll need to prove the packaging was intact when delivered and the damage could only have happened during shipping.
If the claim is denied, ask for a written explanation. Then escalate to a supervisor or file a claim with the carrier’s insurance department. Some carriers have a formal appeals process.
Keep copies of everything.
Common Mistakes That Void Your Claim
I see the same mistakes over and over. Avoiding them saves you money and frustration.
The biggest mistake is discarding the packaging. Carriers and suppliers need to see the original box and packing materials to assess whether damage was caused by improper packing or mishandling. Throw nothing away until the claim is settled.
Another common error is waiting too long. Even if you think the damage is minor, report it immediately. A delay gives the other party room to argue that the damage happened after delivery.
Failing to get photos of the entire package, including the label and shipping label, is another missed opportunity. Without the label, it’s unclear which shipment the damage belongs to.
Some people try to fix or reuse damaged stock before filing a claim. That can backfire because the carrier or supplier may want to inspect the original condition. Leave everything as it is until you get instructions.
Finally, ignoring the delivery receipt is the fastest way to lose a claim. If you sign without noting damage, you essentially waive your right to claim visible damage. Even for concealed damage, a clean receipt raises suspicion.
How to Handle Partial Damage vs Total Loss
Partial damage is when only some items in a delivery are affected, or when damage is cosmetic rather than functional. Total loss means all stock is unusable, destroyed, or unsafe.
For partial damage, quantify the loss accurately. Take photos of the damaged items and the undamaged ones separately. The supplier may offer a partial refund or a discount on a reorder.
Some carriers calculate damages based on the percentage of value lost. For example, if one of ten units is smashed, you might claim 10% of the order value.
For total loss, the claim is simpler, everything is gone. But you still need to prove that the entire shipment arrived in that condition. Photograph the whole pallet or box set clearly, and get written confirmation from the driver if possible.
Some suppliers have a threshold for “minor damage” where they won’t file a claim. Know their policy upfront. If the damage is cosmetic but doesn’t affect usability, you may decide to accept a small discount instead of going through the claim process.
That’s often faster and less stressful.
For concealed damage, damage discovered only after unpacking weeks later, the process is more difficult. You must prove the damage was not caused after delivery. Having clear photos of the unboxing and original packaging helps.
Some carriers require an affidavit stating the stock was stored properly and not moved after delivery.
Preventing Damaged Deliveries in the Future
You can’t control how carriers treat packages, but you can reduce the risk. Start by ordering from suppliers who pack well. Ask about their packaging standards, do they use double-wall boxes, foam inserts, or air pillows?
A supplier that invests in good packaging is less likely to send damaged stock.
Specify “fragile” handling on your purchase orders if your stock is breakable. Some suppliers offer insurance for an extra cost. For high-value orders, that insurance can pay for itself in one claim.
When possible, require a signature on delivery. Without it, the carrier can claim the package was left at the door and damage occurred after. A signature is proof you received it.
Consider using a freight forwarder or LTL carrier with a good reputation for damage claims. Research carrier reviews specifically about damage handling, cheap freight often comes with poor claims resolution.
Track packages proactively. If you know a delivery is coming, be present at the time of arrival. If you can’t, arrange for someone else to inspect it.
Don’t let packages sit outside where weather, animals, or theft can cause damage.
FAQ
Q: What if the driver refuses to wait while I inspect the stock?
A: Ask the driver to wait while you do a quick visual check. If they refuse, note on the delivery receipt “driver would not wait for inspection” and document the condition yourself immediately after they leave. Contact the supplier right away to explain the situation.
Q: How long do I have to report damage after delivery?
A: It depends on the carrier and supplier. Common windows are 24 to 48 hours for visible damage and 5 to 15 days for concealed damage. Always check the specific terms on your delivery receipt or contract.
Report damage as soon as you see it.
Q: Can I refuse delivery of damaged stock?
A: Yes. If the outer packaging is clearly damaged, you can refuse the entire delivery. Write “refused due to visible damage” on the receipt.
This shifts responsibility back to the carrier and supplier immediately. Your contract may require refusal only for total loss.
Q: Who pays for return shipping of damaged stock?
A: Usually the supplier or carrier covers return shipping when stock is damaged. Confirm with the supplier before sending anything back. Many suppliers will issue a call tag or prepaid label.
Never pay return shipping out of pocket without prior agreement.
Q: What if the damage is concealed and discovered later?
A: Concealed damage claims are harder but possible. You need clear photos of the unboxing, the original packaging intact, and a written statement. Report it to the supplier immediately.
Some carriers have shorter windows for concealed damage, often 5 days.
Q: Do I need to keep the original packaging after reporting damage?
A: Yes. Keep everything, the box, packing materials, inserts, and labels. Do not discard any of it until the claim is fully resolved.
The carrier or supplier may request an inspection, and you need to show the packaging as it arrived.
Q: What if the supplier blames the carrier and refuses to help?
A: Push back politely but firmly. Your contract is with the supplier, not the carrier. The supplier is responsible for delivering stock in good condition.
They can subrogate against the carrier, but they must handle your claim first. If they refuse, escalate to a manager or check your contract for dispute resolution terms.
Q: How do I prove damage for insurance purposes?
A: Use timestamped photos showing the delivery, the packaging, the damage from multiple angles, and the tracking label. Keep the delivery receipt with your notes. A written damage report from the carrier or supplier also helps.
For insurance claims, a formal adjuster may visit to inspect the stock.