When BCW wholesale customers place a sizeable order, their products are normally shipped on a pallet by a freight company. We call this LTL (Less Than Truckload) as the freight truck likely has many pallets for various pick-ups and deliveries at any given time. BCW’s Shipping Department works hard to prepare these LTL orders to make sure they arrive to their destination safely. We also work closely with the freight companies to make sure they are handling these pallets professionally. From time-to-time, mistakes are made by the BCW staff, or our freight delivery partners. We want to correct these issues as quick as possible so your business gets the products you need, or your BCW account is credited accordingly. Assistance from our wholesale partners is essential to help us correct these issues.
When receiving freight shipments, your signature on the delivering carrier’s Bill of Lading (BOL) constitutes acceptance of the merchandise “as is”. If you do not inspect the shipment before signing, or note the BOL “Subject to count and inspection”, you may be waiving our mutual right to collect on a loss or damage claim. Remember, once you sign, the product and the responsibility are yours.
RECOMMENDED RECEIVING PROCEDURE
Inspect, examine and count your delivery as it is unloaded.
- Any and all shortages or damaged items must be written down on the BOL. Note the item(s) that are visibly damaged or missing on the BOL before you sign it.
- Open cartons if there is the slightest doubt that the merchandise could be damaged. Any damaged or missing product must be noted on the BOL at the time of delivery or your claim may be denied.
- Do not be intimidated by the driver. The driver cannot leave until the BOL is signed (regardless of how much of a hurry they are in, etc.). If the driver is unwilling to wait while you inspect the shipment, always sign “Subject to count and inspection.”
DAMAGED OR MISSING PRODUCT AT THE TIME OF DELIVERY
When damage to, or loss of, contents of a shipment is discovered at time of delivery you must immediately;
- Document the shortage and/or photograph the damage and note the shortage and/or damage on the BOL.
- Call your BCW representative to report the problem. Then, e-mail the photos, a copy of the signed BOL, and any other documentation to email@example.com. If we prepaid the freight with the carrier, we will begin the damage claim.
CONCEALED DAMAGE OR MISSING PRODUCT AFTER DELIVERY
When damage to, or loss of, contents of a shipment is discovered that could not have been determined at time of delivery you must immediately;
- Document and photograph the packaging and the damage. You must keep the packaging until told by BCW or the delivering carrier to return or dispose of the item(s).
- Call your BCW representative to report the problem. Then, e-mail the photos, a copy of the BOL, and any other documentation to firstname.lastname@example.org. If we prepaid the freight with the carrier, we will begin the concealed damage claim.
Remember, at this point, you’ve signed the BOL free and clear, or possibly “Subject to count and inspection.” So, the sooner you can inspect the goods and report any concealed damage or missing product, the better the chances of collecting on the claim. In accordance with National Motor Freight Classification (NMFC) regulations, concealed damage claims must be reported to the carrier within five calendar days of the date of delivery.
FURTHER MEASURES THAT MAY HELP IN THE CLAIMS PROCESS
- Take photographs of the damaged goods while still on the carrier’s truck if obvious mis-handling is evident.
- Call your BCW representative immediately, preferably with the driver still present.
- Be sure to keep a copy of the BOL noting the damage and/or shortage with the driver’s signature.
There are many things that can happen to shipments between the time they leave our facility and arrive at your store. Therefore we are asking you to do a small, but critically important amount of work to protect us both. The BOL is our only documentation of the condition of a shipment when it arrives at your place of business. Without this proof, we cannot effectively hold carriers accountable for damaged or missing items.