Parcel Damaged in Transit: How to Document Evidence for Chinese Supplier Claims

Introduction

When shipping goods from China to Europe or North America via consolidation services, damaged or lost parcels can disrupt your business. To ensure a successful supplier claim, meticulous evidence collection is critical. This guide provides a step-by-step framework for documenting damage, including video recording tips, photo annotation best practices, and ready-to-use English and Chinese claim email templates.

---

Why Evidence Matters in Chinese Supplier Claims

Chinese logistics providers and manufacturers often require irrefutable proof of damage to process claims. Without clear documentation, you risk:

• Rejection of your claim due to “incomplete evidence.”
• Delays in compensation or replacement.
• Loss of trust with suppliers, affecting future orders.

---

Step-by-Step Evidence Collection Guide

1. Record an Unboxing Video (Mandatory)

• Requirements:
  • Time-stamped footage (show the date and time of unboxing).
  • Clear audio of the unboxing process.
  • Multiple angles: Capture the package’s exterior, box condition, and internal items.
• Pro Tips:
  • Use a smartphone with GPS enabled to embed location data.
  • If the package is sealed, record the seal number and box condition before opening.
  • For fragile items (e.g., electronics, glassware), film the unboxing slowly to highlight cracks or dents.

2. Take High-Resolution Photos of Damage

• Photo Types to Include:
  • Exterior: Show the package’s condition (e.g., torn tape, water stains).
  • Interior: Highlight damaged items, including close-ups of cracks, dents, or missing parts.
  • Context: Include a ruler or ID card in the frame to indicate scale.
• Annotation Best Practices:
  • Use a red circle or arrow to mark damage areas.
  • Add text labels (e.g., “Crack on left side” or “Missing component A”).
  • Save photos in original resolution (avoid compressing).

3. Preserve the Package and Contents

• Do not discard: Keep the damaged box and items until the claim is resolved.
• Store securely: Use a dry, temperature-controlled environment to prevent further damage.

4. Gather Supporting Documents

• Mandatory Files:
  • Shipping label (show tracking number, delivery date).
  • Commercial invoice (proof of purchase).
  • Insurance policy (if applicable).
  • Third-party inspection report (e.g., SGS or local authority certification).

---

How to Submit a Claim to Your Chinese Supplier

1. Write a Professional Claim Email

Use the templates below to draft a clear and concise email in English or Chinese.

English Claim Email Template

Subject: [Claim Request] Damaged Goods – Order #[Your Order Number]

Dear [Supplier Name],

We regret to inform you that the goods from order #[Your Order Number] were delivered in a damaged condition.

Details of Damage:

• Date of Delivery: [Insert Date]
• Description of Damage: [Briefly describe the issue, e.g., “Box was crushed; item is cracked.”]
• Attached Evidence:
  • Unboxing video (link)
  • Photos of exterior/interior damage
  • Commercial invoice and shipping label

We kindly request a full replacement or refund for the damaged items. Please confirm your resolution within [X business days]. If no response is received, we may proceed with legal action to protect our interests.

Looking forward to your prompt reply.

Best regards,
[Your Full Name]
[Your Company Name]
[Contact Information]

Chinese Claim Email Template

主题: [索赔申请] 损坏货物 – 订单号#[您的订单号]

尊敬的[供应商姓名]，

我们遗憾地通知您，订单#[您的订单号]的货物在交付时处于损坏状态。

损坏详情:

• 交付日期: [插入日期]
• 损坏描述: [简要描述问题，例如“纸箱被压碎；物品有裂痕。”]
• 附件证明:
  • 开箱视频（链接）
  • 箱内外损坏照片
  • 商业发票和运单

我们恳请对损坏物品进行全额更换或退款。请在[X个工作日]内确认解决方案。若未收到回复，我们将采取法律行动以保护自身权益。

期待您的及时回复。

此致
[您的全名]
[您的公司名称]
[联系方式]

---

Key Deadlines for Claims

• Immediate Action: Contact your supplier within 24 hours of receiving damaged goods.
• Formal Submission: Submit written claims and evidence within 7 days (or as per the supplier’s policy).
• Insurance Claims: File with your insurance provider within 48 hours (if applicable).

---

Common Pitfalls to Avoid

1. Delayed Reporting: Waiting too long to notify suppliers can invalidate claims.
2. Poor Photo Quality: Blurry or incomplete images may be rejected.
3. Missing Context: Failing to explain how the damage occurred (e.g., “Package was dropped” vs. “Box was crushed”).
4. Ignoring Insurance Terms: Review policy exclusions (e.g., “wear and tear” or “improper handling”).

---

Case Study: Successful Claim for Damaged Electronics

A European reseller ordered 50 smartphones from a Chinese supplier. Upon arrival, 8 units were cracked.

Action Taken:

• Recorded a time-stamped unboxing video showing cracked screens.
• Took 12 annotated photos (including close-ups of damage).
• Submitted a claim email with all evidence within 24 hours.

Result: The supplier agreed to replace all damaged units and expedite shipping.

---

Conclusion

For European and North American businesses relying on Chinese suppliers, proper documentation is the key to resolving damaged parcel claims efficiently. By following this guide—recording videos, annotating photos, and using professional claim emails—you can streamline the process and secure timely compensation. Always act swiftly and retain all evidence until the dispute is resolved.