Shortage
Fewer skids or pieces arrived than the bill of lading lists.
Freight guide
File a freight claim
This page is the operational how-to: what to inspect at delivery, how to document it, and how a shipper or consignee files a freight claim with KHLOELTL. The binding rules are on the claims procedure page. Read both.
What to inspect at delivery
The delivery dock is where a claim is won or lost. Once the paperwork is signed clean, the freight is recorded as received in good order.
- Count the skids and the pieces against the bill of lading before you sign.
- Look at the wrap, the corners and the pallet base for crushing, tears or a shifted load.
- Photograph any visible damage or shortage while the freight is still on the dock.
- Write the exception on the delivery paperwork, in words, before anybody signs clean.
- Keep the freight and the packaging as they are, and email dispatch with the shipment reference.
Concealed damage
Damage found after unwrapping is still a valid claim. Report it as soon as you find it, photograph the goods and the packaging together, and keep both.
What counts as a claim
Visible damage
Damage clear enough to see and note on the paperwork before signing.
Concealed damage
Damage found after unwrapping, reported as soon as it is discovered.
How to file
Email dispatch as soon as you find shortage or damage. Put the shipment reference in the subject. Do not wait for a perfect package of paperwork. A late perfect file is worse than an early incomplete one.
Dispatch: dispatch@khloeltl.com
If a phone number is listed on the contact page, that number is live. Filing still needs the written record, so follow the conversation with the email.
What to send
- Shipment reference (the number on your quote or portal freight)
- What is missing or damaged, in pieces and in kilograms or pounds
- When and where you found it
- Clear photos of the freight, the wrap, the pallet, and the labels
- The signed bill of lading and the delivery receipt or proof of delivery
- Your invoice for the goods, if you have it
Keep the freight and the packaging until you are told otherwise. Thrown-out evidence is a closed file.
You can also upload documents on the shipment inside the customer portal if you have a login.
What happens next
Dispatch opens the file against the shipment, asks for anything missing, and tells you if an inspection is needed. Do not repair, scrap, or return the freight until that instruction exists.
This page does not publish a dollar limit, an inspection window, or a filing deadline. Those belong on the claims procedure page, where they can be kept as legal copy.
The legal page
Claims procedure is the document that governs the claim. This how-to does not replace it. Conditions of carriage, when published, live on conditions of carriage.
Questions
Questions shippers ask
How do I file a freight claim?
Email dispatch with the shipment reference, what is missing or damaged, when you found it, and clear photos. Keep the freight and the packaging until you are told otherwise.
Is this the legal claims procedure?
This page is the operational how-to. The binding claims procedure is on the claims procedure page. Read both. Do not treat this how-to as a substitute for that document.
How fast should I file?
File as soon as you find the problem. Do not wait for a perfect package of paperwork. Any deadline lives on the claims procedure page, not here.
Shipping again this week?
A claim file starts with an accurate quote and an accurate bill of lading. Describe the freight the way it actually travels.