Received a cargo claim? What happens next?
Receiving a claim for cargo damage or loss does not automatically mean that the carrier must pay the full amount demanded. The first step is to establish what happened, examine the evidence provided, assess whether the carrier is liable and check how the claimed amount has been calculated.
In practice, decisions are often driven by a desire to end an uncomfortable exchange as quickly as possible and preserve the relationship with the customer. However, even a small claim deserves careful review. Agreeing to compensate for damage before collecting the relevant documents can make subsequent defence and negotiations more difficult.
This article explains what to do when you receive a cargo claim and how to assess it systematically before deciding how to proceed.
1. Record the claim and acknowledge receipt
Start by saving the email and all attachments, recording the date of receipt and assigning someone to handle the claim. Check whether it clearly identifies the transport concerned, the cargo, the alleged damage or loss and the amount claimed.
If some information is missing, ask for it. Your initial response can be brief:
“We acknowledge receipt of your claim. We are currently reviewing the circumstances described and the available documents. Please provide the damage reports, original photographs and a breakdown of the amount claimed. This acknowledgement does not constitute acceptance of liability or of the amount claimed.”
Adapt this response to the specific circumstances: avoid requesting documents you have already received, and identify precisely what is missing. A statement that you do not admit liability does not override the substance of your other statements, so avoid unverified conclusions throughout the email.
If carrier’s liability insurance applies, notify the insurer in accordance with the procedure and deadlines specified in your policy. Coordinate the next steps, particularly before entering into a settlement or making a payment.
2. Collect the documents and establish the sequence of events
When assessing a CMR claim, a photograph of the damage alone is often insufficient. It may show the condition of the cargo when the photograph was taken, but it does not, by itself, establish when or how the damage occurred.
Collect:
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the transport order, contract and applicable terms and conditions;
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the CMR or electronic consignment note (eCMR), including all reservations;
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loading and delivery documents, inspection records and damage reports (VLDR);
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original photographs and videos, preserving their metadata;
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the driver’s account and correspondence with the customer, sender or consignee;
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the repair estimate, invoices or other documents supporting the amount claimed.
Then establish a timeline: when the cargo was taken over, who loaded it, whether any incident was recorded during carriage, when delivery took place and when the damage was first reported.
In vehicle transport claims, also check the vehicle identification number (VIN). The photographs, inspection report and repair estimate must relate to the same vehicle and the same damage. Separately, establish whether the vehicle was moved, handed over to another carrier, washed or inspected again after delivery.
3. Assess liability under the CMR convention
The CMR Convention generally applies to international carriage of goods by road for reward between two countries, at least one of which is a contracting country, subject to the Convention’s exceptions. Article 17 addresses the carrier’s liability for loss of or damage to the goods between the time they are taken over and the time of delivery. The grounds for relief from liability and the rules on the burden of proof are set out in Articles 17–18. [1]
It is therefore important to assess both the visible damage and its connection to the transport in question. The carrier must also substantiate any circumstances relied upon to exclude liability; simply asking the other party for evidence is not always enough.
Practical example: inadequate conditions for vehicle inspection
An earlier TruckClaim publication discussed a case in which the vehicles were dirty at loading, and the driver documented the inspection limitations in the consignment note, photographs and a video. Circumstances preventing a comprehensive inspection were also recorded at delivery.
When a claim was subsequently received, additional evidence of the damage was requested. It was not provided, and the claim was effectively not pursued further. This was not a court ruling, but the case illustrates why it is important to preserve evidence of the conditions in which inspections took place. [2]
A reservation stating that a vehicle was dirty does not, in itself, relieve the carrier of liability. Its specificity, the photographs, the contents of other documents and the overall circumstances must all be assessed.
4. Check delivery reservations and notification deadlines
Article 30 of the CMR Convention distinguishes between apparent and non-apparent loss or damage. Reservations concerning apparent damage must be made no later than delivery. For non-apparent damage, reservations must be made in writing within seven days, excluding Sundays and public holidays. The day of delivery is not included in that period. [1]
Under Article 30(1), the absence of reservations generally creates a rebuttable presumption that the goods were received in the condition described in the consignment note. It does not automatically justify rejecting every claim submitted later. Additional rules under Article 30(2) apply where the condition of the goods has been jointly checked. [1]
In practice, check exactly what the consignee recorded, when the notification was sent and whether it identifies the damage for which compensation is now being sought. A later date on a repair estimate does not, by itself, establish when the damage was discovered.
Do not confuse these deadlines with deadlines for responding to claims or limitation periods for bringing legal proceedings. If an email demands a response within 24 or 48 hours, check the basis for that demand and the contractual terms. If you have not yet reached a final conclusion, provide an initial response and specify what further information is needed.
5. Review the amount claimed separately
Even where the carrier’s liability is established, the amount claimed requires a separate assessment. Under Article 25 of the CMR Convention, compensation for damaged goods is based on their reduction in value, subject to the Convention’s rules and limits. [1]
A repair estimate is important evidence, but it must be compared with the documented damage. Check:
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whether all proposed work relates to the damage under review;
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whether the proposed repair method and scope of work are justified;
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whether pre-existing damage or unrelated services have been included;
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whether additional charges and the inclusion of VAT are clearly explained;
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whether the available evidence allows the applicable limits of liability to be assessed.
Replacing, repainting or polishing a vehicle component are not equivalent solutions. The appropriate method depends on the nature of the damage, technical requirements and whether the vehicle can be restored to its previous condition. If there is doubt, request a technical justification or an independent assessment.
How should you decide on a claim?
Once the documents have been collected, the decision should be clear and supported by evidence: accept the claim, dispute part of it, request further evidence or reject it with reasons. Your response should distinguish between the facts, the assessment of liability and the amount claimed.
Effective claims management helps ensure that justified damage is compensated promptly, while avoiding payments whose basis or amount is not supported by the available documents. This requires a consistent process, clear communication and decisions grounded in evidence.
Received a cargo claim and unsure where to start?
TruckClaim helps carriers, freight forwarders and logistics companies assess the merits of claims, collect the necessary documents and prepare well-supported responses. We examine both liability and the justification for the amount claimed.
Briefly describe your situation, and we will contact you to discuss the possible next steps.
Sources
[1] Convention on the Contract for the International Carriage of Goods by Road (CMR), UNIDROIT,, 1, 17–18, 25 ir 30 straipsniai. Lithuanian text on e.Seimas.
[2] This article expands on the topic discussed in TruckClaim’s publication „Gavote pretenziją dėl krovinio? Tai dar nereiškia, kad turite ją apmokėti.“ The original article was published in Lithuanian on Trans.INFO on 8 June 2026.