Freight Damage Claims: What to Document at Receiving

Freight damage can be visible at delivery or discovered after a shipment has been unloaded. A receiving record helps the shipper and carrier understand what was observed, when it was recorded, and which shipment it concerns. It cannot guarantee that a claim will be accepted or paid.

This guide focuses on operational documentation for U.S. interstate motor-carrier and freight-forwarder shipments. Rules can differ by transport mode, jurisdiction, carrier agreement, tariff, and shipment. Confirm the requirements for the specific shipment; this is general information, not legal advice.

Start with a clear receiving record

Create one incident record linked to the shipment. Capture:

• The bill of lading, PRO, or other shipment reference and the carrier
• Delivery date, receiving location, and the quantities received
• What the receiver observed, using neutral descriptions of condition and location
• When the damage or shortage was first noticed and who was notified in an operational role
• Photos that show the overall shipment, affected packaging, item or package identifiers, and the delivery paperwork where relevant
• Copies of the delivery receipt, inspection notes, invoices, and later carrier communications

Keep original files and notes together under the same shipment reference. If evidence is added later, record when it was created and why it was added.

Record visible damage or shortage at delivery

When damage or a shortage is visible, describe the observation on the delivery receipt or the carrier's designated record before the freight moves on, when practical. Note the affected piece count and location, and distinguish what you saw from what you infer about the cause. Keep a copy of the signed record and any photos.

Use specific observations such as “two cartons crushed on the lower-right side” or “48 of 50 listed cartons received.” A short, factual note is easier to review than a conclusion about fault. Follow the carrier's receiving procedure for signatures, exceptions, and any separate notice.

A notation on a receipt can preserve useful evidence, but it is not necessarily the formal claim. Under 49 CFR § 370.3, a written claim for covered cargo must meet minimum content requirements and be filed with the proper carrier within the applicable time limit; a damage notation on a delivery receipt alone is not enough.

Document damage discovered after unloading

If damage is found during putaway or unpacking:

1. Record the discovery date, time, location, shipment reference, and the condition as found.
2. Photograph the packaging before moving or opening it further when safe and practical; then photograph the affected item and its identifying labels.
3. Keep the damaged goods and packaging available while you ask the carrier about its inspection and preservation process.
4. Notify the carrier promptly and retain the message and response. Check the shipment's contract and applicable requirements rather than relying on a universal “five-day” rule.
5. If product safety, contamination, or facility safety requires immediate action, protect people and goods first, document what changed, and keep the reason and timing with the record.

The deadline to submit a formal claim is separate from an internal report or an initial notice. For claims governed by 49 U.S.C. § 14706, a carrier may not set a filing period shorter than nine months. That statutory minimum applies to claims under that section; it is not a universal deadline for every shipment, mode, or claim. Check the controlling law and shipment documents.

Prepare the written claim

For claims covered by Part 370, the written communication must be sent to a proper carrier within the applicable time limit. Section 370.3 describes minimum content: facts that identify the shipment, an assertion that the carrier is liable for the alleged loss or damage, and a claim for a specified or determinable amount. The regulation also explains that a delivery notation or inspection report, standing alone, does not satisfy those filing requirements.

Depending on the claim and the carrier's investigation, supporting material may include:

• The bill of lading and proof of delivery
• A description of the damaged or missing goods and when the condition was found
• Photos, receiving records, and inspection findings
• An invoice or other evidence supporting the value claimed
• Repair, replacement, salvage, or other loss calculations
• Copies of notices and communications with the carrier

Keep the submitted claim and supporting file together. Record the date, delivery channel, recipient, and any confirmation so the operation can show what was sent and when.

Track the carrier's response

For claims covered by 49 CFR Part 370, § 370.5 addresses written acknowledgment within 30 days. Section 370.9 addresses written disposition within 120 days or status updates every 60 days when the claim remains pending. These are process requirements for covered claims, not a promise of payment or a resolution date for every shipment.

Track the claim's status, requests for more documents, inspection arrangements, and final response under the same shipment reference. If the carrier asks for additional material, record what was requested, who owns it, and when it was sent.

Keep the process useful on the dock

The process should make it easy for the receiving team to create a consistent record without adding details they cannot verify. Define where to capture the shipment reference, observed condition, photos, and next owner. Make the record retrievable by the people who handle receiving, carrier communication, and claims review.

Measurements, weight, and images may add context when they are linked to the correct shipment and capture point. They do not by themselves establish when damage occurred, who caused it, or whether a claim is covered. Keep the claim record grounded in observed facts and the requirements that apply to the shipment.