Freight shipment issues happen—unfortunately, they’re a fact of warehouse life. But, how you receive a truckload or less-than-truckload shipment can make all the difference when an issue arises. The key to making sure a freight issue doesn’t become your problem—and your expense—lies in understanding and implementing best practices.
The best course of action to ensure a seamless delivery is to take the following steps—and make sure that everyone in your warehouse who might end up receiving a shipment is fully briefed and practiced on them as well.
We’re not a freight shipper, but we want to help
We aren’t a freight shipper, but we do use our freight connections to help Red Fox clients contract freight as a support service. While our legal financial obligation ends when the coffee leaves the warehouse and makes its way to you, we support as much as possible in resolving any issues at arrival. We want to make sure you’re as well-equipped as possible to handle any issue you encounter.
Give your coffee the ocular patdown
Remember to check in your shipment to make sure it arrived in good order before signing the delivery receipt. Are bags broken or stained? Do they have the right lot names and numbers on them? If so, you’re good to go. If not, take steps to ensure you’re covered (detailed below).
Get what you pay for & pay for what you get
Make sure any potential receiving staff are aware of special services your shipment will need before a shipment arrives. For instance, carriers will charge extra for an inside delivery service. Don’t allow the driver to bring your shipment inside your facility unless you’re prepared to pay additional charges (or have a loading dock).
Read the fine print—& add your own
Examine delivery documents before signing them. The driver will mark the bills with any additional services and charges he feels were required (liftgate, inside delivery, limited access, and more). If you sign for any of those items and they were not used, you’ll be responsible for those charges. These can be denoted with a small check mark on the bills, so familiarize yourself with what you’re signing. If you see something that’s not right, take notes.
Don’t be afraid to ask questions
If you have any questions, ask the driver before signing. Truck drivers are busy and usually just want to make the delivery and move on, so it’s your job to make sure they stay until you have everything you need. Don’t be afraid to ask them questions, or make them wait while you ask others questions—even if they get grumpy, there’s a large financial liability on your end if you don’t.
If your delivery is damaged or incorrect
If damage has occurred or lots appear wrong, note it on the BOL/Delivery Receipt. Make sure to have the driver sign it as well. This includes holes in bags, unplanned slack bags, water damage, wrong lot names or numbers, etc. Take lots of pictures that cover the situation from all angles, clearly displaying the issue(s). Keep a copy of the BOL.
All issues must be noted on the BOL and signed by the driver.
What’s next? The claims process
Once you’ve received a shipment and documented any issues with photos and the BOL, it’s time to file a claim. If we contracted the service for you, we can help with that. If not, you’ll work with whomever booked the shipment for you. If you booked it yourself, you’ll file directly with the shipper.
Most carriers require claims to be filed within a specific window, so don’t wait—address the issue immediately. Make sure to be ready with your photos, noted BOL, signed delivery receipt, commercial invoice, and paid freight bill.
Once you’ve submitted a claim, the carrier has 30 days to acknowledge your claim and 120 days to either pay, deny, or offer a compromise.
The right tools for the job
With a good understanding of best practices, you’re equipped to make sure that if something does go wrong, you’ve put yourself in the best position possible to avoid paying for someone else’s mistake. Make sure not just you, but your whole warehouse team, know what’s on the way and what to do when it arrives. If you ever encounter an issue on a freight shipment we set up, get in touch—we’ll help you out.
Interested in sourcing coffee with us? Reach out at info@redfoxcoffeemerchants.com. To learn more about our work, check out our journal and follow us on Instagram @redfoxcoffeemerchants.