Protect goods and prepare a claim file

Interactive explainer

From supplier to recipient

01 Collect
Match products and parcel references before suppliers hand over the goods.
02 Prepare
Check, measure and pack the shipment. Keep each carton linked to its contents.
03 Transport
Send the prepared shipment through the booked international service.
04 Deliver
Complete destination procedures and confirm the final delivery record.

Pack for the journey

Choose packaging for the item’s weight, fragility and route. Prevent movement inside the carton and protect vulnerable surfaces. Photograph the item, inner protection and sealed package before handover; a fragile label cannot replace adequate protection. Use the carrier’s item-specific guidance; a retail presentation box may not be a transport-ready outer carton.

Understand the cover

Carrier liability, a declared value for carriage and cargo insurance are different arrangements. Read the actual cover, exclusions, deductible and claim deadline. Ask whether your goods, route and storage stages are covered; a declared value does not guarantee reimbursement. Confirm who is insured and who must report a loss before the goods leave.

Respond to damage

Record the condition on receipt and notify the carrier or insurer promptly within the applicable deadline. Keep goods and packaging for inspection. Assemble photos, purchase evidence, shipment records, delivery notes and repair estimates, and follow the specific claim procedure. Do not repair, return or discard evidence before checking the carrier’s or insurer’s instructions.

Example: several ceramic mugs

Packing several mugs together requires more than filling the box with loose material. Separate the pieces so they cannot strike one another, and protect handles as well as the outside surfaces. Select a strong outer box and an appropriate packing method for the journey. Check the finished package before recording its dimensions and weight.

Build a connected evidence file

Give each photograph and document a clear shipment reference. Include images showing the outside damage, shipping label, internal arrangement and affected item, plus evidence of quantity and value. Record when damage was noticed and who handled the delivery. A close-up of a broken item alone cannot explain its packaging or shipment identity.

Understand the requested amount

Separate the goods’ documented value from repair costs, freight and other expenses, and ask which are recoverable under the applicable terms. Do not assume lost sales or delay costs are covered. Submit a specific supported claim, track acknowledgments and deadlines, and keep any settlement explanation with the original shipment records.

Before you ship

Confirm packaging requirements before dispatch.
Keep written cover terms and claim deadlines.
Save evidence and retain damaged goods and packaging.

Official references

General planning guidance. Requirements and charges depend on the goods, destination and service; confirm the applicable rules before shipping.