Damaged or Missing Cargo: Evidence Checklist and Claim Preparation

Record what is visible at the receiving point

If a delivery has damaged cartons, moisture, unusual seals or a package-count difference, promptly record the exterior condition, carton references, labels and specific discrepancy. Follow the applicable handover procedure. Describe observable facts, such as a crushed corner or fewer packages than the list, rather than assigning responsibility before the situation has been reviewed.

Where damaged batteries, leakage or another safety concern is involved, stop handling or dismantling the affected item and contact the carrier and appropriately competent personnel. For ordinary goods, preserve evidence while checking the contents. Keep the outer packaging and separate the goods from other stock until you have documented the issue.

Make the photographs traceable to the shipment

Useful images include an overview of the delivery, the whole affected package, its label and reference, close-ups of the damage, and views showing the internal protection. A close-up of a cracked product alone does not show which carton held it or how it was protected.

Record when and where the issue was found, who handled the delivery and which handover actions had already taken place. For partial deliveries, state the carton references involved. File images by shipment and package reference instead of leaving photographs from several orders mixed together in a chat history.

Prepare a concise but complete case record

Bring together the waybill or transport reference, order number, packing list, relevant evidence of value, description of the issue and photographs. Send them through the agreed service contact and ask about any further evidence, the formal submission channel and applicable time limits. Keep the response and next steps with the record.

Procedures and deadlines can differ between carriers, services and contracts, so do not apply one service's rules to every shipment. FedEx's public claims guidance, for example, asks customers to retain original packaging for a possible inspection. Follow the requirements that apply to your shipment.

Manage the customer response and the review in parallel

While the incident is reviewed, assess whether the customer needs a replacement, repair or another business solution. The appropriate authorised person should approve those actions. Submitting a report does not mean compensation has been approved, and the customer should not be promised a result that has not been confirmed.

After the issue is resolved, examine where the damage occurred, whether the packaging had a weak point, whether handling needs were disclosed and whether the records were adequate. Add practical improvements to the next packing and handover checklist. Use the incident record to improve future shipments.

Create one evidence index for each affected shipment

Illustrative case: delivery record EXAMPLE-001 lists 12 cartons. Eleven are physically received; carton C07 has a crushed corner. Record the missing carton separately from the visible damage. Do not conclude that the damage caused the shortage or identify who caused either issue without evidence.

Send a factual notice and confirm the next step

A reusable notice reads: 'Shipment [reference], received at [location and local time]. Expected [count]; received [count]. Affected package [ID]. Observed condition [facts]. Contents checked [yes/no and extent]. Evidence attached [file index]. Please acknowledge receipt, identify the applicable notification and claim requirements, and confirm whether inspection or preservation instructions apply.'

Send it promptly to the provider's verified incident or claims channel and the party managing the transport booking. Notify the seller or buyer contact and any cargo insurer as appropriate to the actual arrangements. Record the correct recipient and each acknowledgement; copying a sales contact alone may not satisfy a formal notice requirement.

For damage discovered after unpacking, record when and how it was found and preserve the packaging and contents where safe. For a shortage, reconcile carton IDs and split-delivery records before describing missing contents. Ask before disposing of, repairing or returning affected goods. Applicable deadlines and claim rights depend on the contract, mode, jurisdiction and insurance; this evidence template does not establish liability or a compensation amount.

Build a loss schedule without counting the same goods twice

Continue the original twelve-carton incident: C12 is missing and C07 has a crushed corner. Suppose the packing list shows ten units in each affected carton, the commercial evidence supports USD 20 per unit, and inspection finds two damaged units in the received C07 carton. The affected goods value is 10 × 20 + 2 × 20 = USD 240. Do not count all ten units in C07 as missing when they were received.

This invented calculation organises the evidence; it is not an entitlement to USD 240 compensation. Record repair, salvage, replacement and other relevant evidence separately for review under the applicable contract or cover. FedEx’s US claims guidance requests value evidence and says to retain original packaging until the claim is resolved. Follow the actual provider’s instructions and applicable deadlines for your shipment.

• The receiver records count, condition, date, time and package references, preserving the goods and packaging safely for the required review.
• The coordinator sends the initial factual notice promptly through the applicable channel, records acknowledgement and case number, and obtains the actual contractual notification and claim deadlines.
• The authorised claimant attaches the value schedule and evidence, marks estimates as estimates, and sets owners and dates for missing documents. Do not wait for every repair quotation before making a required initial notice.
• The order owner decides any commercial replacement separately; keep that decision and any recovery amounts visible to prevent duplicate counting.

• FedEx US: claims and supporting documents — checked 18 October 2026 ↗