Shipping damages: operational handling and claims in food e-commerce

Damage handling begins before signing the delivery document.

Checks to perform

1. Inspect pallets, cartons and outer packaging
2. Watch for:
3. crushed boxes
4. wet or opened cartons
5. visible breakage
6. unusual odors

Photo documentation

If anomalies are detected, immediately collect:

1. photos of the full pallet
2. photos of the damaged area
3. photos of labels and tracking
4. photos of the inside of the carton
5. photos of the damaged product

When damage is visible, delivery must be signed with a detailed reservation.

Correct reservation examples

1. “2 cartons damaged – crushed packaging”
2. “1 pallet wet – possible internal damage”

Generic notes such as “accepted with reservation” are often not sufficient for claim validation.

In food logistics, refusing delivery is recommended only when:

1. damage is severe and evident
2. goods are not fit for sale
3. hygiene or safety risks are present

In other cases:

1. accept the delivery with detailed reservation
2. proceed with damage reporting

Within the same day (or within 24 hours):

1. Notify the carrier or freight forwarder
2. Keep damaged goods untouched
3. Collect and store:
4. signed POD / CMR
5. photo documentation
6. packing list or delivery note
7. invoice or goods value

Typically required documents include:

1. delivery note with reservation
2. photographic evidence
3. description of damaged goods
4. commercial value
5. disposal or rework costs (if applicable)

Complete documentation supports faster claim assessment.

1. Delivery signed without reservation
2. Vague or generic reservation notes
3. Incomplete or unclear photos
4. Late damage notification
5. Use or disposal of goods without approval

In food e-commerce, shipping damage impacts more than cost.

It can affect product availability, shipment continuity and claim handling with customers and carriers.

A structured damage management process helps to:

1. reduce resolution time
2. prevent disputes
3. ensure operational traceability

Correct handling at the delivery stage is often decisive for claim acceptance.