Report Damage Correctly and Avoid Surprises During the Handling Process
During our transport operations, it occasionally happens that goods are damaged. The CMR Convention provides a set of rules that allow damage claims to be handled smoothly and efficiently. However, a key requirement is that the damage is correctly noted on the consignment note. Only then can an insurance file be opened. To help avoid unpleasant situations and complications, we have listed the most important points of attention.
A Common Misconception
“We increasingly notice that damage is not reported correctly upon receipt, especially since the rise of ‘sign on glass’,” says Frederik Bosschem, Quality Officer at Transuniverse. “Recipients sign the CMR consignment note without noting any damage and later report the issue by email. However, if no reservation is made on the consignment note itself, it is assumed that the goods were received in good condition. Proper use of the consignment note can therefore help avoid unpleasant situations for you as a customer – and for your customer as well.”
How to Report Damage Correctly
When receiving goods under a CMR consignment note, clear rules apply. The most important rule is inspection upon receipt: the CMR Convention states that the consignee (the recipient) must inspect the goods upon delivery. There are two types of damage to distinguish:
- Visible damage must be noted immediately upon receipt of the goods in box ‘10’ (where the goods are described) or in box 24 (where the recipient signs). Describe the damage as precisely as possible, for example: “one box damaged, possible breakage inside”. Ideally, take pictures of the damage (preferably with a date stamp or with the truck visible) and mention on the consignment note that the photos will be sent by email later. The driver must also sign this remark. If the driver was not present during unloading, this must be stated in box 9 of the consignment note.
- Hidden damage (only visible after unpacking) must be reported in writing (by email, registered mail, etc.) within 7 (working) days after receipt. If hidden damage is reported too late, it becomes difficult to hold the carrier liable. Note: even in cases of hidden damage, the CMR Convention provides for possible compensation, but the party suffering the damage must prove that the damage indeed occurred during transport.
Remind Your Customers of These Rules
“Not every recipient is equally aware of these administrative obligations. As a customer of Transuniverse, it is therefore important to remind consignees – in other words, your customers – that damage handling is easier and faster when these procedures are correctly followed,” Frederik emphasizes.
Questions?
Send an email to quality@transuniverse.be.
