Freight Claim Process Overview (i)

📦 Freight Claim Process – Carrier-Related Warranty Replacements

This process outlines the steps for identifying, documenting, and submitting freight claims when a warranty replacement order is created due to carrier-related damage or error.

🔍 When to Flag "Freight Claim Required"

During the Warranty Claim Form submission, the “Freight Claim Required” box should be checked only if:

• The replacement is the result of a confirmed carrier issue

• Supporting evidence validates carrier fault

📌 Customer Care Responsibilities

Customer Care is responsible for gathering all available evidence that supports a freight claim. This includes:

• 📸 Photo or video documentation of:

  • Improper delivery (e.g., unpalletized product)

  • Visible signs of mishandling

  • Product and packaging condition upon arrival

• 📝 Customer statement describing how the issue occurred

• 📦 Tracking records, BOL notations, or driver acknowledgments referencing delivery exceptions or damages

All documentation should be uploaded directly to the Warranty Claim Form.

🗂️ Finance Worklist Creation

A filtered report of all warranty claims marked "Freight Claim Required" will serve as a work queue for the Finance team. Each claim will include:

• 📅 Date of incident/report

• 🚛 Carrier issue description

• 🗒️ Detailed notes of the situation

• 🔢 Original Sales Order number (for carrier reference)

• 📎 Attachments (photos, tracking, customer statement, etc.)

💼 Finance Team Responsibilities

The assigned Finance team member will:

1. Review claim details in the worklist

2. Verify carrier name and obtain tracking number

3. Retrieve Bill of Lading (BOL) for the shipment

4. Contact the Carrier Account Manager to report the issue

5. Submit the formal freight claim, per carrier’s process

6. Update Freight Claim Status in the tracking system/dashboard to reflect:

   • Submitted

   • Under Review

   • Approved/Denied

   • Closed

✅ Best Practices & Notes

• Only submit freight claims with clear and supporting evidence

• Maintain copies of all documentation and carrier communications

• Escalate unresponsive claims to the Carrier Account Manager after 15 business days