You get the call or email. What are you going to do?

- Ask the buyer to email you images of the box and the contents.

-     - Have the buyer identify any visible damage to the outside package

-          Did the buyer indicate in the delivery slip the damage?   à Check my next post for a form letter we email all buyers.

In order for you to effectively file a claim and obtain payment from the Carrier you must have all your Docs (ducks) in order. As I stated previously, the Claims Examiner will always deny your claim upon receipt. They will provide you with a list of items needed.

I have had various Claims Examiners just mail out a form letter without EVER reviewing the file. When we file a claim we submit all the Standard Information. Of course, to get a form letter is a waste of time for us.

The only change I have noticed recently the request of an eBay Item Number. (Now, who do you think proposed this one???)

The carrier by Federal Transportation Law has up to 90 days to settle a claim. However, most carriers try to get them settled within 30 days.

Upon notification of damage to the carrier the following steps usually follow:

1.      Claim forms sent to you (unless you filed online or have already faxed them in)

2.      They must acknowledge receipt of your claim (time is key here)

3.      They must sent out an Inspector no more than 7 days from the date notified (they may pass on this if your claim is under $100.00

4.      Inform the Buyer to HOLD the contents for inspection

5.      Once inspected the carrier must do one of two

a.      Recover the damages or

b.      Provide you with a written release to destroy

Note: The carrier will send out an inspector to review the damage. If you failed to package as per their guidelines your claim will be denied. You can appeal it; however, once denied due to failure to comply rarely gets reopened.

TIP: We inspect all items and photograph the contents as well as the packaging. Therefore, we eliminate any questions of proper packaging. We also invite every Account Manager and Warehouse Manager to walk our warehouse and review our packaging and inspection process. Every single time; they walked away with new techniques to implement on at their dock.  I will provide you our Guidelines and images in a future post.

It is important once the forms have been accepted and the inspection has been completed for you to stay on top of them. Having followed the steps above you should be expecting a check at this point. Once they have mailed out the check ask the Claims Examiner to provide you the date is was cut, mailed and the Amount. Of course you need this for your records.

As you grow, you will find it necessary to start a Database that you can eventually have your office network off.

J If you have any questions, please ask. All questions are welcomed.  J

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