Freight Policy and Damaged Freight Procedures

 

 

Policies and Procedures for Damaged and Missing Material

 

During delivery the customer should closely inspect all their material for signs of damage to the shipping pallet or packaging. Check for holes through the packaging, loose, or missing packaging, pallets smaller than the materials, parts falling off, non-standard taping, or any evidence that the shipment was repacked by the carrier. If either the pallet or packaging shows signs of potential damage/tampering, the customer must remove the packaging and inspect the material in the presence of the driver PRIOR to signing the Proof Of Delivery (POD) slip. Follow the Visible Damage procedure below if there is visible damage to the material.

 

If there are no signs of damage to the external packaging, sign the delivery slip and accept the material. The customer should fully inspect the received pieces within 24 hours to check for concealed damage. Follow the Concealed Damage procedure below if there is concealed damage to the material.

 

Important Notes

     1-  Drivers are not required to wait while the consignee unpacks and inspects the material if there are NO visible signs of damage to the packaging.  

   2-   When there are visible signs of damage, it is essential that the consignee unpacks and inspects the shipment with the driver present.  Drivers are required to stay for inspection of visibly damaged materials during delivery.

 

Visible Damage

(Damages to the external packaging and/or the internal components of the package that are clearly visible at the time of delivery).

 

Gentech recommends that the customer refuse any visibly damaged pieces of a shipment. If items are refused, the customer must contact Gentech immediately and specify which items were refused. A credit and/or replacement order will be issued once the damaged package is returned to Gentech by the carrier.

 

If the consignee chooses to accept damaged material, the customer must follow the procedure below to improve the likelihood of a successful claim. By accepting damaged material, the customer acknowledges that:

• The claim resolution process typically takes 90–180 days from the date the claim is filed.

• Approval or denial is at the carrier’s discretion.

• Compensation is limited to the carrier’s liability limits and applicable coverage.

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Procedure for Visible Damage (Customer Knowingly Accepts Delivery of a Damaged Shipment)

1. Note the damage on the Proof of Delivery (POD) before the driver leaves and obtain the driver’s signature. This is the single most important factor in defending a claim. Carriers are almost always likely to deny a claim without noted damage on the POD.

2. Take clear photos of the damage, starting with wide shots of the shipment in its original packaging and then close-up photos of the damaged areas. Retain all packaging, pallets, loose parts, and the POD. Disposing of these items significantly reduces the chances of a successful claim

   3. Contact Gentech within 1 business day and provide all photos and documents so the freight claim process           can begin.

 

Concealed Damage

(Damage that is not visible at the time of delivery)

 

The consignee should fully inspect the material within 24 hours of shipment to ensure that there is no concealed damage, even after a signed clear receipt.The consignee should follow the procedure below if concealed damage is found.

1. Take clear photos of the damage, starting with wide shots of the shipment in its original packaging and then close-up photos of the damaged areas.

2. Retain all packaging, pallets, loose parts, and the Proof of Delivery (POD). Disposing of these items significantly reduces the chances of a successful claim.

3. Contact the carrier listed on the shipping label immediately to begin the damage claim process and request a carrier inspection.

4. Notify Gentech immediately and send all requested photos. Gentech and its broker will assist the customer in filing a damage claim with the carrier.

5. Due to circumstances beyond Gentech’s control, we cannot guarantee claim payment. If a claim is denied, the consignee may submit the denial to Gentech for further review. Gentech will follow up with the carrier to request additional explanation. Following the correct procedures is essential to ensure the claim is processed as quickly as possible and with the highest potential return. Whether approved or denied, the carrier will provide a written explanation.

                 Some Reasons Claims May Be Denied Include, But Are Not Limited To:

                 • The consignee accepted clearly damaged material without noting the damage on the Proof of                                    Delivery (POD).

                 • The consignee filed a claim for damage outside the window in which to do so.

                 • The consignee is claiming an unreasonable amount based on the damage that has occurred (ex.                               claiming a brand-new generator for a dented panel). Damage causing a total loss of products is very                         rare.

                • Consignee fails to provide some or all the information required by the carrier to process the claim.

                • Consignee disposes of the material and/or packaging available for inspection (the carrier reserves the                    right to send out an inspector on all claims to inspect the actual damage and packaging).

6. Gentech will review each case individually. In most cases, Gentech will provide replacement parts at no charge. In the unlikely event the equipment is damaged beyond repair and deemed non-functional, Gentech will replace the item free of charge (or provide a comparable model if the original model is no longer available). If no replacement or comparable model is available, a refund will be issued to the original payment method.