Home >> blog >>Methods and Steps Need to Be Taken If Receiver Found Goods Short When Receiving
In international logistics, how to deal with such situation that receivers found goods missing when receiving. What are the steps, how to negotiate with customers, warehouses and agents, whom to ask for compensation and how much should it be, what are the norms and requirements of export operation in forwarding consolidation.
In a word, it is necessary to clarify which link went wrong. Whether the number of boxes or the goods that customers received are short.
The sellers dispatch goods and domestic logistics delivers to the warehouse; consolidation warehouses receive, pack, assemble and make shipment; international freight forwarder and the port of destination makes delivery.
The importance of replying to customers in time. Must respond to customers in a timely manner when receiving complaints and check each link of the company one by one and give specific feedbacks to the customer in time. Only in this way can customers know that we are solving the problems. Share problems we met with customers so that they can understand our difficulty.
If we are afraid of or ignore customers’ complaints, anyone will lose their temper! This will affect the impression as well as the corporate culture of the company in the minds of customers.
Everyone in the company can feel how the company is in the communication with customers. Just like having meal in a restaurant, the customers know clearly the quality of dishes.
Don't fool or deceive customers. Work and serve wholeheartedly. Only in this way can we win the trust of customers and the enterprise can make great progress.
The basic courtesy and service attitude is to reply in time!
Investigate the problem of insufficient shipment
It is different that the number of boxes or the goods are short. There must be something wrong with the links operated by international freight forwarder if the total number of boxes that customers received are less than confirmed before shipment. If the total number is the same as it was confirmed, it may be the seller that underdelivered or made the wrong delivery.
。 If the number of goods is more than one hundred or hundreds of pieces, the receiver often feels too much trouble after receiving and does not count the number specifically on the spot when the local logistics delivery is carried out.
After a few days when the logistic company has left, the customer started to unpack and found goods missing. Not until this time the customer came to inquire the booking agent.
Of course, encountering such situation, the receiver's first reaction is to look for entrusted booking agent. In such situation, the first thing that an international freight forwarder should do is helping customers to analyze the specific problem, if it is the shortage of goods or pieces, then investigate the reason why goods were missing according to specific circumstances.
As professional international logistics company, the freight forwarder should be clear of the basic data of the “number of packages, volume, weight” of goods.
As for products, it is not always clear what stuff is in the box so only random inspection can be carried out. It is impossible to open every box to check the number of pieces in it. Product declaration shall be provided by the shipper or the receiver.
As the domestic consignor, the international freight forwarder has the obligation to send the customer a "warehousing list" form to fill in. The contents include the express bill number, number of pieces, product name and product pictures delivered to the domestic consolidation warehouse. When the goods arrive at the warehouse, the warehouse shall check the inventory provided by the customer with the actual number of goods received into the warehouse, and record the size, weight, volume and packing type of the package.
Only by strictly operating the procedures of warehousing, can we provide strong evidence to prove that our work is in place when shippers overseas found goods short, or find out what has gone wrong, also if it is true that the goods are short.
First of all, it is necessary to make sure who is responsible for the loss. The side which made mistake should compensate for the loss.
The seller and international freight forwarder are two sides that customers confront. Although there are many links in the process, the seller or the international freight forwarder should go to them if there is any problem in any link, and the customers only need to find these two companies to compensate.
As overseas customers (receivers) come to the seller to purchase goods and entrust the international freight forwarder to handle the whole process of international logistics, the payment is also corresponding to the two of them.
As the main carrier company, the international freight forwarding company is the first carrier for customer docking. If there is a shortage of goods, it is necessary to actively communicate with each link and negotiate for settlement, and finally give the customer a satisfactory reply and compensation copy.
There are many links in international logistics. We should make clear our own work and do it strictly and carefully at every step.
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