How should you act in case of your goods being damaged, delayed or lost during the freight?

You are entitled to submit a claim with the transportation service provider. Keep on reading to find out how to you act in such case.

In case of goods being damaged

• Make a note on the waybill (CMR) immediately after the truck has arrived with the damaged goods.

Example: The goods were delivered as damaged. Three pallets have water damage and cannot be used anymore. 30.11.2011 at 14:53 Jüri Tamm

• Before unloading the goods, make photos of the damaged goods. Make sure that both the damaged goods and the license plate of the truck can be seen together on the photo.

When making photos, keep in mind that they must prove that the goods were damaged already when the truck arrived, not have gotten damaged during the unloading.

• File a claim with the following elements:

Actual claim such as: During the freight three pallets of goods were damaged, worth 80 euros.

Documents: Add the invoice, waybill or packing list to the claim. Something that proves the value of the goods.

Reasonable explanation such as: Three pallets getting damaged was caused by the water getting through a hole in the cover of the trailer.

Waybill: Add to the claim a copy of waybill, where there is a note about the goods having been damaged.

Photos: Add some photos to the claim

• Send the claim to the carrier by e-mail or regular post.
• If the consignee accepts delivery of the goods without checking their condition together with the carrier or without sending the carrier application giving a general indication of the loss or damage no later than the time of delivery in the case of apparent loss or damage and within seven days of delivery, Sundays and public holidays excepted. In the case of loss or damage which is not apparent, the fact of accepting the delivery shall be prima facie evidence that the consignee has received the goods in the condition described in the consignment note. In the case of loss or damage which is not apparent the reservations referred to shall be made in writing.

(According to CMR convention, chapter V, article 30)

In case of goods being delayed

• When the goods arrive, make a note on the waybill (CMR) with the exact time of the unloading
• File a claim with the following elements:

Reasonable claim such as: To unload the goods we were supposed to order a crane. Because of the goods being delayed, we were forced to pay for an empty order of 75 euros. The invoice has been attached.

Waybill: Add a copy of the waybill to the claim, where the actual time of delivery can be seen.

Any documents regarding extra expenses: Add to the claim any documents that prove the extra expenses made because of the delay.

Send the claim to the carrier by e-mail or regular post. In case of delay, the carrier is obliged to pay a compensation only if the claim has been filed in written form within 21 days, starting from the day that the goods were handed over to the consignee.

In case of goods being lost

• File a claim with the following:

Reasonable claim such as: 05.05.2013 we loaded the goods from our warehouse at Tartu. They were supposed to be delivered to Milan, Italy. The consignee has not yet received the goods and they have been called lost. With that we are forced to carry expenses of 250 euros.

Any documents regarding extra expenses: Add any documents that prove the value of the lost goods to the claim.

• Send the claim to the carrier by e-mail by or regular post.