logistics-exception-management

Document the damage on the delivery receipt, photograph immediately, and gather the original BOL, commercial invoice, inspection report, and repair estimates. File within 9 months of delivery for US domestic shipments under the Carmack Amendment; the carrier has 30 days to acknowledge and 120 days to pay or decline.

US domestic surface claims must be filed within 9 months of the delivery date under 49 USC § 14706. Concealed damage claims should be filed within 5 days of delivery as an industry standard, and air freight requires notice within 14 days for damage under the Montreal Convention.

File the concealed damage claim within 5 days of delivery and prepare packaging integrity evidence, since the burden of proof shifts to the shipper. Expect the carrier to challenge the claim, so contemporaneous photos and inspection reports are critical.

Absorb losses under $500 when the carrier relationship is strong, since internal claims processing costs $150-250 and make recovery negative-ROI. For $2,500-$10,000 run the full claims process and reject settlements below 80%; above $10,000 involve VP-level awareness and legal review if denied.

LTL shipments touch 2-4 terminals during cross-dock handling, and each touch adds damage risk, while FTL moves dock-to-dock with a single driver. LTL claims departments are process-driven with typical 30-60 day resolution times.

Key indicators include the carrier on the BOL not matching the truck that arrives, drivers unable to name their dispatcher, and insurance certificates from a different entity. Also watch for staged damage patterns, post-pickup address redirects, and consistent small shortages indicating pilferage.