Transport Damage: What to do?
Step-by-step guide for businesses and private individuals: deadlines, documentation, checklist and special rules for parcel service providers.
Most important first – damage discovered?
Photograph immediately – packaging outside and inside, damaged goods
Note on the delivery note (the paper you sign): "goods damaged"
Report immediately in writing by email to freight forwarder or parcel service – deadlines are very short!
⚠️ Do NOT throw away the packaging – it is your evidence. If in doubt: send email first, then sort out everything else.
Deadlines at a glance – ACT NOW!
Note immediately on delivery note, in writing to carrier by next day at latest
Damage only visible when unpacking: 7 days for international transport (CMR Convention) or 14 days for domestic transport in Germany (HGB = German commercial law)
By this date you must take legal action, otherwise you lose all claims. For intentional misconduct by the carrier: 3 years.
⚠️ Missing deadlines = losing claims! If in doubt, immediately complain in writing by email.
Step-by-Step: What to do for transport damage?
Document damage immediately
- Photos of packaging (outside AND inside) and damaged goods
- Note the weight of the damaged unit
- Note date and time of discovery
Report damage to the driver – do not simply sign!
- On the delivery note (the paper you sign on receipt) write: "goods damaged" or "goods not inspected" – otherwise you lose your rights
- Keep packaging (do not throw away!) – it is your most important evidence
- If you are not sure whether the goods are damaged: always note "goods not inspected" on the delivery note anyway
Submit damage report
- Written damage report to freight forwarder/carrier by email (proof!)
- Report to insurance if available (cargo insurance, household insurance)
- Have consignment note number or tracking number ready
Compile documents
- Commercial invoice / purchase receipt (proof of cargo value)
- Consignment note (CMR note or domestic consignment note)
- Photos of damage (as many as possible, different angles)
- Damage statement (list of damaged/missing items with value)
Calculate and negotiate reimbursement
- Damage amount = actual loss in value (max. value on purchase invoice, net)
- Without insurance: max. 8.33 SDR/kg – difference from actual value borne by yourself
- With cargo insurance: full value minus deductible
Common rejection reasons – and how to avoid them
| Rejection reason | How to avoid |
|---|---|
| Deadline missed | Report in writing by email immediately, even if the full picture of damage is not yet clear |
| Packaging thrown away | Always keep original packaging until the damage case is closed |
| Insufficient packaging by sender | Comply with industry packaging standards; if in doubt, take photos before shipping |
| No evidence / missing photos | Always photograph immediately – packaging, contents, damage site, delivery note |
| Under-insurance (insured for too little) | Declare cargo value correctly. With under-insurance (e.g. you insured for €5,000 but goods were worth €10,000) the insurer only pays proportionally – e.g. only half the damage. |
All information without warranty. Deadlines and rejection reasons may vary by contract, country and transport route – please check directly with your freight forwarder or insurer if in doubt.
Parcel damage at DHL, UPS, FedEx – special rules for private individuals
With parcel service providers (CEP: courier, express, parcel services) special liability rules apply. As a private individual you often have fewer rights than expected:
Higher coverage: DHL additional insurance (from €1/€100 value). Report: Online at dhl.de/damage
Declared value possible (for surcharge). Report: Within 60 days of delivery.
Declared value up to $50,000 possible. Report: Within 21 days of delivery.
When ordering online from an EU retailer: the risk lies with the retailer until delivery (EU consumer law). The retailer must replace or redeliver. Does NOT apply to non-EU retailers (e.g. China, USA) – there you have significantly fewer rights.
Tip for private individuals: Credit cards like Amex, Visa Signature or Mastercard World often provide automatic purchase protection for goods ordered online. Report loss or damage within 90–120 days of purchase. Check conditions in card agreement.
Liability limits of DHL, UPS and FedEx may change and vary by product type and contract. All information without warranty – please check the current terms and conditions of the respective parcel services.
Liability limits without additional insurance – an example
Reimbursement without ins.: 2 × €10 = €20
With cargo insurance: up to €1,200
Reimbursement without ins.: 5 × €10 = €50
With cargo insurance: up to €2,500