If goods arrive from China damaged or short of quantity, a message saying “the delivery was broken” rarely gives the next person enough information to investigate. Record the condition on arrival, the extent of the issue and the connection between the affected goods and their cartons. Establish the facts before deciding what caused the problem or who is responsible.
1. Inspect Carton Condition, Piece Counts & Waybill Numbers Upon Receipt
Record the tracking reference, arrival time and number of cartons received. Note visible crushing, punctures, wet areas or signs that a carton has been opened. Ask how to record those observations with the delivery provider, and follow the service’s instructions for signatures or delivery records.
If you notice leaking contents, sharp fragments or overheating, put safety first. Do not force an opening or operate the product simply to complete a check. Separate the affected cartons from normal inventory so they are not accidentally dispatched to a customer.
2. Photographic Protocol: From Master Carton Overview to Defect Details
Start with the whole carton and shipping label. Then photograph the affected side, the cushioning and the arrangement of goods as the carton is opened. Follow with images of the complete item and the specific defect. Include a scale reference when useful.
A close-up alone may not show which item came from which carton. Record the carton and item references in filenames or an image list. Keep photographs from different cartons distinct. Video can add context, but it should be linked to the same item list rather than becoming an unidentified separate file.
3. Evidence Preservation: Retaining Master Cartons, Cushioning & Products Together
The carrier or another party may need to inspect the original condition. Keep the outer carton and packing materials with the affected goods rather than disposing of them immediately. Returning, repairing or discarding items before agreeing the next step can make that condition harder to establish.
Separate checked goods, unchecked goods and items held from use. Do not assume the entire order must be returned simply because part of it has an issue. Clear groups make the quantity reconciliation more reliable.
4. Quantitative Reporting: Distinguishing Received, Inspected & Defect Piece Counts
Include the order reference, tracking number, receipt time and carton number. Add the item code, quantity received, quantity checked and quantity showing the issue. Link the observations to photographs, explain what goods and packaging remain available, and state what you need clarified next.
For example: “Three of twenty units checked; two have cracks; seventeen remain unchecked.” That is more useful than an unsupported defect percentage for the entire delivery. Record damage to the carton separately from the product issue, without assuming that they share the same cause.
5. Prompt Carrier Notification & Claims Filing Deadline Verification
Notification deadlines, required documents, review procedures and compensation terms depend on the transport agreement and any applicable coverage. Contact the relevant party when the issue is discovered and confirm the deadline that applies. Photographs and retained packaging support an investigation; they do not guarantee a refund or compensation.
Once the next action is agreed, record it against the order. Whether the decision involves repacking, replacement parts or another shipment, carry the findings into the next packing and receiving checklist so the investigation improves future handling.