Damaged or missing goods: what to record on receipt

1. Separate three different problems

A crushed carton, a missing parcel and missing items inside a carton are different observations. Compare received cartons with the packing list and local tracking references. A carton still in transit does not establish loss of the whole batch. Record whether you checked outer packaging, piece count or contents. Ask the team to map the supplier order, warehouse reference, international reference and local delivery number.

2. Record condition before repacking

At receipt, inspect accessible outer surfaces, labels and seals. For visible damage, ask the carrier representative to record the observation through their procedure and keep a copy or case reference. Photograph the entire carton with its label, the affected area and, after safe opening, the inner packaging and goods. Keep original photographs unedited; label working copies with the carton reference.

3. Build one evidence packet

Record country, receipt location and time, transport references, expected and received pieces, affected SKUs and missing or damaged quantities. Include the supplier invoice, packing list, evidence of value and agreed transport terms. Keep the goods, carton, labels and cushioning available for possible inspection; obtain the responsible party’s instructions before disposal or repair. Share identity documents and address labels privately with the appropriate recipient.

4. Identify the responsible stage

For a discrepancy found during China receiving, start with the warehouse record, invoice and inspection brief. For a discrepancy at local delivery, start with the local reference and receipt record. Send the evidence to Jeton Express to identify the relevant stage, contracting party and channel. An enquiry to the team does not itself register a carrier claim. Ask who will submit the formal claim, how its reference will be confirmed and which deadline applies under the relevant terms.

5. Check Ukraine and Moldova rules separately

Nova Poshta’s Ukraine help page describes channels through the app, account, tracking, contact centre or branch, and provides separate Nova Global forms. Nova Post Moldova publishes its own complaint procedure and support_md@novapost.com contact. Before submitting, check the actual operator and applicable shipment terms using the sources below. Country-specific deadlines, compensation limits and procedures require separate checks. The DHL Freight source below informs evidence organisation only; its service terms do not apply to a Nova shipment.

6. Example: three cartons expected, two received

Illustrative example: the packing list shows cartons A, B and C. A and B arrive; B is crushed but its contents have not been inspected. Record two separate observations: C has not been received as of the check time; B has visible packaging damage. Attach B’s photographs and the local references for A/B/C, and ask for C’s latest event. After opening B, separately record actual goods condition and quantities. A carton photograph alone does not establish which party caused the damage.

7. Confirm before the next shipment

Agree goods-appropriate packaging, quantity checks, individual carton markings, pre-dispatch photographs and reference mapping. If insurance is needed, confirm coverage, exclusions, insured value and the claim procedure in writing before dispatch. The invoice, declared value and insurance cover are separate records; one does not establish the others. Compensation depends on applicable terms and evidence review, rather than completion of this checklist.