Most shipments arrive without incident, but when one does not, what happens in the first ten minutes and the first day shapes everything afterward. A package that is signed for clean, with no photographs and no report, is hard to claim on later. A package that is documented at the door, reported in writing, and backed by a tidy file is much easier to resolve. This guide explains the steps, whether you are the shipper or the recipient.
Quick answer
- Act at the door: write any damage on the proof of delivery, photograph the package and contents, and keep all packaging.
- Report in writing the same day, and ask the courier what its claims terms require.
- Build a claim file with the waybill, proof of value, photographs, a packing description, and a short timeline.
- A delay, a loss, and a misdelivery are different problems, and each needs different evidence.
First, Name the Problem
| Problem | What it means | Your first move |
|---|---|---|
| Visible damage | The package or contents are visibly damaged at delivery | Note it on the proof of delivery before the driver leaves, and photograph it |
| Concealed damage | The outside looks fine, but the contents are damaged when unpacked | Stop unpacking, photograph everything, keep the packaging, and report immediately |
| Lost shipment | The package has not arrived and tracking has stopped or shows no delivery | Contact the courier with the tracking number, and ask for a written investigation timeline |
| Misdelivery | The tracking record shows delivery, but the intended recipient does not have it | Check reception, neighbours, and colleagues, then ask for the signature and delivery details |
| Delay | The package arrived, but later than promised | Record the promised and actual times, and see the delay section below |
At the Door: The First Ten Minutes
- Look before you sign. If the package is visibly damaged, say so before the driver leaves.
- Write the notation. Put a short description on the proof of delivery, such as “box crushed, contents not inspected.”
- Photograph. Take pictures of the outside, the label, the damage, and then the contents.
- Keep everything. Retain the box, the padding, and the labels. They show how the item was packed.
- Set the item aside. Do not repair, clean, or use it until you know how the claim will proceed.
A signature without a notation is not the end of a claim, but it makes the conversation harder. A short note takes seconds.
The First Day: Report in Writing
Phone the courier if you need a fast answer, then follow up in writing so there is a record. A good first report includes:
- The tracking number or waybill number, and the date and time of delivery.
- The sender, the recipient, and the pickup and delivery addresses.
- A plain description of what is wrong, with photographs attached.
- A description of how the item was packed.
- The value of the item, and any declared value on the shipment.
- The outcome you are asking for: repair, replacement, or reimbursement.
Who Files the Claim?
Often it is the shipper, because the shipper has the contract with the courier. Sometimes it is the recipient, who owns the goods and carries the loss. The answer depends on the courier's terms and on the sale or service agreement between the shipper and the recipient. If you are not sure, the two parties should talk before either files, so that the courier does not receive two claims that tell different stories.
Your Claim File Checklist
| Document | What it supports | Where to find it |
|---|---|---|
| Waybill or booking confirmation | What was agreed, and when | Courier's booking record or your email |
| Proof of delivery with any notation | When it arrived, who signed, and what was noted | Courier's delivery record |
| Photographs of the package and contents | The condition on arrival | Your phone, taken at the door |
| Packing description and photographs | That the item was packed appropriately | The shipper's records |
| Invoice or proof of value | The amount at stake | The sale or purchase records |
| Correspondence | The timeline of reports and replies | Your email and call log |
What Courier Terms Usually Address
Every courier has its own terms, so read yours. In general, terms tend to deal with how declared value affects what can be recovered, whether there is a limit per shipment, which goods are excluded, what happens when packing is inadequate, and how quickly a claim must be reported. The best time to learn these points is before shipping. Our guide to courier insurance and liability explains how liability and insurance differ, and it helps you decide whether a particular shipment needs a declared value.
Delay Claims Are Different
When a package arrives on time but damaged, the question is about the item. When it arrives late, the question is about the service. Delays often relate to a promised pickup or delivery time, so the evidence is the booking, the promised time, and the actual times. Many courier terms treat losses that follow from a delay differently from the loss of the goods, so ask how yours does before a time-critical shipment, not after. Our articles on courier SLAs and KPIs and on what time-critical means explain how service commitments are worded and measured.
Time Limits
There are two clocks. The first is the courier's own claim reporting window, which varies and can be short, so report right away. The second is the legal time limit to bring an action. Éducaloi explains that in most cases there are three years to take a lawsuit to court in Québec, that the period varies by situation, and that sending a demand letter does not stop it running. For a significant loss, consult a lawyer, because this guide is general information and not legal advice.
Preventing the Next Claim
- Follow a packing standard and photograph the packed item before pickup, see our checklist on how to prepare a shipment for courier pickup.
- Declare a value when the item warrants it, and understand what the declaration does.
- Use handoff records so you know where a package was last, see our guide to chain of custody.
- Choose service levels that match the shipment, rather than the cheapest option for something fragile or urgent.
- Review your claims after the fact. Patterns point to the lane, the packaging, or the handoff that needs fixing.
Frequently Asked Questions
How soon should I report a damaged or missing shipment?
As soon as you find the problem, and in writing. Courier terms often set a reporting window, and it can be short. Prompt reports also make it easier to check the delivery record while it is fresh.
Should I refuse a package that looks damaged?
It depends on the item and the sender's wishes. Often the better approach is to accept it with a clear note on the proof of delivery, photograph it, and tell the sender, rather than leave the situation unclear. If you are unsure, call the sender before the driver leaves.
Who pays if the item was poorly packed?
That depends on the courier's terms. Many treat damage caused by inadequate packing differently, which is why a photographed packing record is valuable. Packing the item to a sensible standard protects you whichever way the question is decided.
Can I claim the value of the contents, or only the delivery fee?
It depends on the terms and on any declared value. Some shipments are covered up to a stated limit, others only to a lower amount, and some goods are excluded. Ask these questions before shipping, because the answers differ by courier.
When is a package considered lost?
Couriers typically run an investigation before treating a shipment as lost, and each has its own timeline. Ask for the investigation schedule in writing, and keep your own record of the dates you reported and followed up.
Claims Are Won Before the Shipment Leaves
The easiest claim to resolve is the one with evidence: a note on the proof of delivery, photographs taken at the door, a clear packing record, and a written report on day one. Preparation costs minutes and saves weeks.
If you are setting up a shipping routine and want it documented from the start, tell us what you send through the quote form, or reach our dispatch team by phone.