Damaged, defective, or incomplete imports

When a shipment arrives with broken fittings or missing cartons, the first job is to establish what happened. Keep the receiving records clear enough for the supplier, forwarder, carrier, insurer, or platform to investigate. Each may need different evidence and follow a different process.

Act promptly. The relevant notice periods and filing requirements depend on the contract, transport service, policy, platform order, and applicable law. Check them immediately rather than waiting for a supplier to finish an informal investigation.

Record the delivery before moving everything into use

Give the receiving team the packing list before arrival. At delivery, compare the package count and marks with the transport records. Photograph the cargo’s condition, labels, and any visible damage before unpacking.

Where possible, record specific exceptions on the delivery receipt and retain a copy. “Two cartons missing” or “crate corner crushed” gives more information than a general complaint. Ask the delivering party how to record exceptions through their system.

Keep original packaging and affected contents available for inspection. FedEx’s claims guidance expressly asks customers to retain original packaging and identifies documents such as invoices and repair evidence that may support a claim. Follow the process for the service actually used. FedEx’s claims guidance

Separate the problems in an itemised report

Use one line per affected product or package. Record the ordered quantity, received quantity, affected quantity, purchase-order reference, carton mark, and a factual description.

These are investigation starting points. A broken item can result from poor packing, transport damage, or a manufacturing weakness. Avoid assigning responsibility before reviewing the evidence and agreements.

Preserve usable evidence

Photograph the complete package and its label before close-ups. Show a measurement or comparison where it demonstrates the discrepancy. Keep original files, record when the goods were examined, and identify who conducted the check.

For a wrong finish, photograph the received item beside the approved physical sample under consistent lighting. For a dimensional error, record the drawing reference and measuring method. An independent inspection may be useful where the value or technical disagreement justifies it.

Store the order, specifications, approved changes, invoice, payment record, packing list, inspection report, shipping documents, and delivery receipt together. An opening video can help explain the sequence, but it should support a complete evidence file.

Notify the relevant parties separately

Contact the seller about goods that fail to match the order. Notify the contracting logistics party about delivery damage, loss, or handling concerns. Where cargo insurance is in place, notify the insurer or claims contact according to the policy.

Carrier liability and cargo insurance are different arrangements. The carrier’s obligations and limits may leave a gap between the cargo value and a recoverable claim. Review the applicable transport contract and insurance wording rather than treating the freight payment as full-value protection. DHL’s cargo-protection explanation

Ask each party to acknowledge your notification and provide a reference. Request the next required action, evidence, and deadline in writing. Track these separately. Informal supplier discussions may continue while another claim process requires action.

Use the platform process where it applies

If the order was purchased through an eligible protection programme, check its terms and the options shown on the actual order. Record the problem in the platform’s dispute or refund workflow and upload the requested evidence within its deadlines.

Alibaba.com’s current refund guidance includes missing orders and product issues, with supplier negotiation and escalation options. Eligibility, timing, and the outcome depend on the order and applicable terms. Alibaba.com’s refund process

Keep settlement discussions and agreed product requirements in the relevant order records. A promise in a separate message may leave the formal case unresolved. Check what happens to a dispute before cancelling it, confirming acceptance, or agreeing to a later remedy.

Ask for a remedy that solves the actual problem

State what you want and why it is workable. Options may include replacement parts, repair, replacement goods, a partial refund, or return and refund. The remedy available depends on the agreement and circumstances.

For a project, price the full proposed fix. Replacement cabinet doors may require freight, import handling, and installation. A credit against a future order may have little value if you will never buy again.

Record quantities, specifications, payment or credit arrangements, delivery responsibilities, and the agreed completion conditions. Confirm who pays transport, duties, inspection, and repair labour. Keep a record of recovered amounts so the same loss is represented accurately across claims.

Preserve the goods while limiting further loss

Move affected goods to suitable storage and separate them from stock approved for use. For goods with a suspected safety fault, stop their use or distribution and obtain appropriate technical advice.

Ask the claims handler before repair, return, disposal, or alteration that could prevent inspection. Where urgent protective work is necessary, document the condition first and retain receipts. Request written instructions for any return and check its transport and customs arrangements before dispatch.

Once resolved, add the cause and corrective action to your next purchase specification. Change the packaging, inspection, count checks, or component requirements that would have helped identify or prevent this particular failure.

For the next order, use the specification, sample, and payment checkpoints in our China buying guide to record acceptance requirements before production begins.