Damage, Missing Parts, and Claims: What to Do in the First 60 Minutes After Delivery

If damage or missing parts are discovered and not documented immediately, your ability to recover costs drops dramatically.

If damage or missing parts are discovered and not documented immediately, your ability to recover costs drops dramatically.

This guide explains:

• Exactly what to do in the first hour

• How to document evidence properly

• Who to notify and when

• Why keeping packaging matters

• Claim timelines

• A ready-to-use damage report template

• A complete photo checklist

Why the First 60 Minutes Matter

Once you sign the delivery note without comments:

• The carrier assumes goods were received in good condition

• Insurance becomes harder to claim

• Liability may transfer to you

With heavy industrial machinery like roll forming lines, damage can include:

• Frame distortion

• Roller shaft misalignment

• Hydraulic leakage

• Control panel impact

• Water ingress

• Missing tooling or components

The key is structured documentation before unloading proceeds.

Step-by-Step: The First 60 Minutes

Minute 0–5: Do Not Rush

• Do not immediately unload

• Do not sign delivery paperwork yet

• Do not remove packaging

Inspect first.

Minute 5–15: Inspect the Container Exterior

Check:

• Container dents or impact damage

• Door frame distortion

• Broken seals

• Seal number matches Bill of Lading

• Signs of forced entry

Photograph:

• Container number

• Seal number

• All four sides

• Roof if accessible

Minute 15–25: Open Container Carefully

Before moving anything:

• Photograph interior condition

• Check for shifted load

• Check for broken bracing

• Check for collapsed timber supports

• Check for water pooling

• Check for rust signs

If you see damage:

Stop and document before unloading.

Minute 25–40: Inspect Machine Before Removal

Without fully unpacking:

• Photograph all visible sides

• Photograph electrical cabinet exterior

• Photograph hydraulic areas

• Photograph roller stations

• Photograph serial plate

If visible damage is found:

Note it on the delivery paperwork immediately.

Minute 40–60: Note Damage & Notify Parties

If damage or missing parts are suspected:

1. Write detailed remarks on delivery note

2. Take signature from driver acknowledging note

3. Notify:

   • Insurance company

   • Freight forwarder

   • Supplier

   • Customs broker (if needed)

Do not discard packaging.

What Counts as Damage?

Common transit issues for roll forming machines:

• Bent shafts

• Cracked welds

• Broken PLC screens

• Hydraulic hose rupture

• Missing roller sets

• Missing spare parts crate

• Electrical panel loose components

• Rust due to condensation

Even small cosmetic damage should be recorded.

Missing Parts — What To Check Immediately

Cross-reference:

• Packing list

• Invoice

• Spare parts list

Verify:

• Tooling sets

• Shafts

• Gearbox covers

• Hydraulic oil tank

• Electrical cabinet keys

• Manuals

• Spare rollers

• Cutting dies

If anything is missing, document before unloading is complete.

Who Must Be Notified?

Immediately notify:

• Insurance provider

• Freight forwarder

• Shipping line

• Supplier

Time is critical.

Some policies require notification within 24–72 hours.

Why You Must Keep Packaging

Insurance adjusters often inspect:

• Timber bracing

• Steel strapping

• Container blocking

• Moisture protection

If packaging is discarded:

Claim may be denied due to “lack of evidence.”

Keep everything until claim is resolved.

Claim Timeline Overview

Typical insurance process:

• Day 1: Damage reported
• Day 1–3: Insurer acknowledges claim
• Day 3–7: Surveyor inspection
• Week 2–4: Damage assessment
• Week 4–8: Settlement

Delays often occur due to missing documentation.

Photo Documentation Checklist

Before unloading:

• ☐ Container exterior (all sides)
• ☐ Container number
• ☐ Seal number
• ☐ Interior view before movement
• ☐ Bracing and blocking
• ☐ Machine full-length photos
• ☐ Close-up of suspected damage
• ☐ Electrical cabinet exterior
• ☐ Serial plate
• ☐ Packing materials condition

After unloading:

• ☐ Full machine layout
• ☐ Close-ups of structural damage
• ☐ Any missing crate spaces
• ☐ Damaged packaging
• ☐ Moisture or corrosion areas

Video walkthrough recommended.

Delivery Note Wording Example

Instead of:

“Received.”

Write:

“Container received with visible external dents on left side. Interior bracing shifted. Machine frame appears impacted on right-hand roller station. Inspection pending.”

Be specific.

Damage Report Template (Copy & Use)

Damage Report – Industrial Machinery

• Date:
• Delivery Location:
• Container Number:
• Seal Number:
• Carrier:
• Driver Name:

Machine Model:
Serial Number:

Observed Damage Description:

Packaging Condition:

• Timber bracing intact?

• Straps secure?

• Moisture present?

Photos Taken: Yes / No
Video Taken: Yes / No

• Insurance Notified: Date & Time
• Freight Forwarder Notified: Date & Time
• Supplier Notified: Date & Time

Delivery Note Remarks Recorded: Yes / No

Signed By:

Common Mistakes That Void Claims

• Signing clean delivery note

• Waiting several days to inspect

• Throwing away packaging

• Repairing damage before survey

• Failing to notify insurer immediately

• Not documenting serial number

If Damage Is Minor

Still report it.

Small visible damage can indicate internal misalignment.

Roll forming machines must maintain precision tolerances.

Special Considerations for Heavy Roll Forming Lines

Long machine beds can twist under transit stress.

Even if no visible damage:

• Check level

• Check shaft alignment

• Check gearbox mounts

• Check hydraulic fittings

Transit shock can affect calibration.

Final Advice

The first hour after delivery is critical.

Follow this structure:

• Inspect
• Photograph
• Document
• Note on paperwork
• Notify
• Preserve packaging

Act fast, stay calm, document everything.