The pallet comes off the truck, you cut the crate open, and there it is — a bent frame, a cracked panel, a control box that’s clearly taken a knock. It’s a sinking feeling. But whether you recover your money or eat the loss is decided almost entirely in the first few hours after delivery. Here’s exactly what to do.
Step 1 — Do NOT sign a clean delivery receipt
This is the single most important step. When the carrier hands you a delivery note to sign, never sign it “received in good condition” if there’s any sign of damage — and that includes a damaged crate even before you’ve seen inside.
Write a clear notation on the document: visible damage to packaging / contents, with the date. A clean, unqualified signature can be read as confirmation that everything arrived perfectly, and it badly weakens any later claim. If the driver won’t wait, note that on the paperwork too.
Step 2 — Photograph everything, immediately
Before you move or unpack anything further:
- Photograph the crate/packaging as it sits, from multiple angles, showing any external damage.
- Photograph the container number and seal if still present.
- Then document the machine itself — wide shots and close-ups of every point of damage.
- Capture the shipping marks and labels.
Timestamped photos taken at the point of delivery are the backbone of any successful claim.
Step 3 — Notify the right parties in writing, fast
There are time limits, and they’re short. Send written notice (email is fine, but keep it) to:
- The carrier / shipping line — for non-apparent (concealed) damage under standard sea-carriage rules, notice is often required within 3 days of delivery; apparent damage should be noted at delivery itself. Check the terms on your bill of lading.
- Your insurer or the insurance certificate holder — notify them promptly and ask for their claims procedure. Do this even if you’re not yet sure of the cause.
- Your supplier — loop us in immediately. A responsible supplier helps you document, liaises on technical assessment, and advises on replacement parts or repair.
Acting within these windows preserves your right to claim. Missing them can void it entirely.
Step 4 — Get a survey before you repair
For anything beyond trivial damage, the insurer will typically appoint (or ask you to appoint) an independent surveyor to inspect the machine and produce a survey report establishing the nature, cause and extent of the damage. Do not repair or dispose of anything until the survey is done — premature repairs destroy the evidence and can sink your claim. Keep the damaged parts and all packaging.
Step 5 — Assemble the claim file
A clean, complete file gets paid faster. You’ll generally need:
- Commercial invoice and packing list
- Bill of lading / air waybill
- Insurance policy or certificate
- The delivery receipt with your damage notation
- Your photos
- The survey report
- A claim letter quantifying the loss (repair cost or replacement value)
- Copies of your written notices to carrier and insurer
Step 6 — Work with your supplier on the technical side
This is where a real supplier earns their place. Beyond the insurance claim, we can:
- Help diagnose whether the machine is repairable or a write-off
- Quote and air-freight replacement parts quickly to minimise your downtime
- Provide technical documentation a surveyor needs
- Advise on temporary workarounds while parts are in transit
The insurance recovers your money; a good supplier recovers your production schedule.
A note on prevention
Most damage claims trace back to two things: inadequate packing and the wrong insurance cover. Robust export crating with bracing and shock indicators, plus all-risk (ICC A) cover insured to full value, dramatically reduces both the chance of damage and the pain when it happens.
The bottom line
A damaged machine is recoverable if you move fast and methodically: don’t sign clean, photograph everything, notify carrier and insurer in writing within the time limits, get a survey before touching anything, and build a complete claim file. And lean on your supplier — handling exactly this situation is part of what you’re paying a real trading partner for.
If a machine we’ve supplied ever arrives damaged, contact us the same day. We’ll walk you through every step above and push alongside you until it’s resolved.
Internal links: Make sure you’re covered before this ever happens — see How to Insure Your Machinery During International Shipping. And to choose the lowest-risk shipping mode for your lane, read Rail Freight from China: Is It a Viable Option for Your Business?
Buy from a supplier who stands behind the shipment, not just the sale. That’s how Zhenbao Trade works — contact us to discuss your next order.