Customer Damage Claim SOP

Standard procedure for documenting customer damage claims, coordinating with carriers, issuing credits or adjustments, and tracking preventive actions.

Steps

• Log the customer damage claim
  The customer service representative records the claim in the claims log or case management system. The representative enters the customer name, order number, shipment date, date reported, item description, damage description, and any stated impact to use or resale. The representative assigns a unique claim number and links the record to the related order and shipment.
• Collect supporting evidence
  The claims specialist requests and stores supporting evidence, including customer photos, delivery receipt notes, packing list, bill of lading, and any carrier exception notices. The specialist verifies that the images show the damaged item, outer carton, labels, and visible handling damage when available. The specialist records any missing evidence in the claim file.
• Verify claim eligibility and responsibility
  The claims specialist reviews the order terms, shipping method, delivery status, damage timing, and available evidence to determine whether the claim is eligible and who is likely responsible. The specialist compares the reported damage against the shipment record and any delivery exceptions. The specialist documents the preliminary responsibility assessment and routes the claim to the correct resolution path.
• Notify the carrier or responsible party
  The logistics coordinator submits the claim to the carrier or other responsible party using the required portal, form, or email process. The coordinator includes the claim number, shipment details, photos, invoice value, and a concise description of the damage. The coordinator records the submission date, carrier reference number, and any response deadline in the claim file.
• Track carrier response and follow up
  The claims specialist monitors the carrier response status and follows up before each deadline. The specialist records all communication, requested documents, and promised resolution dates. The specialist escalates overdue claims to the supervisor when the carrier misses the response window or disputes the claim without sufficient evidence.
• Approve and issue the credit or adjustment
  The supervisor or authorized approver reviews the claim outcome, supporting evidence, and financial impact before authorizing any credit, replacement, or account adjustment. The approver verifies that the amount matches the approved resolution and that the adjustment is linked to the claim number and order number. The approver records the approval decision and any conditions for issuance.
• Communicate the resolution to the customer
  The customer service representative informs the customer of the claim outcome using clear, professional language. The representative states whether the claim was approved, denied, or remains under review, and explains any credit, replacement, or next-step action. The representative records the communication date and summary in the claim file.
• Record the non-conformance and preventive action
  The quality manager or designated owner records the incident as a non-conformance when the damage indicates a process failure, packaging issue, handling issue, or recurring trend. The owner identifies the likely root cause, assigns preventive or corrective actions, sets a due date, and tracks completion status. The owner reviews trends periodically to reduce repeat damage claims.