Steplane › Freight claims and damage process
Updated 18 October 2026 · Steplane is built by a logistics process specialist with over 13 years in logistics, including at some of the biggest freight forwarders in the world.
Short answer: a small forwarder handles a damage claim in seven steps:
Time limits decide most claims. Under CMR, hidden damage must be reported within 7 days. In the US, the bill of lading cannot give you less than 9 months to file.
General information, not legal advice. Your contract, the bill of lading and local law decide the details.
| # | Step | Owner | Starts when | Record kept |
|---|---|---|---|---|
| 1 | Note damage or shortage on the delivery document | Drivers or receiver | Goods delivered | Signed CMR or proof of delivery with a written reservation, plus photos |
| 2 | Open a claim file the same day | Operations | Damage reported | Claim file with job number, photos and documents |
| 3 | Notify the carrier in writing | Operations | Claim file opened | Written notice sent, with date |
| 4 | Collect the evidence | Operations | Notice sent | Invoice for the goods, packing list, survey report if needed, repair or salvage quote |
| 5 | Send the formal claim with the amount | Operations | Evidence complete | Claim letter with amount and documents, dated |
| 6 | Agree, negotiate or escalate | Management | Carrier answers or the deadline nears | Carrier reply, settlement or decision to go to insurer or court |
| 7 | Settle and close | Billing | Agreement reached | Credit note or payment, closed claim file, lesson noted |
| Rule | What it says | Where |
|---|---|---|
| Visible damage at delivery | Write the reservation on the CMR or delivery document at delivery, describing the damage. | CMR Art. 30 |
| Hidden damage | Send a written reservation within 7 days of delivery, not counting Sundays and public holidays. | CMR Art. 30 |
| Delay | Send a written reservation within 21 days from when the goods were placed at the consignee's disposal, or no compensation is payable for the delay. | CMR Art. 30 |
| Claim period | Action is time-barred after 1 year, or 3 years for wilful misconduct. A written claim suspends the period until the carrier rejects it in writing. | CMR Art. 32 |
| Filing a claim | The carrier may not set a filing period shorter than 9 months after delivery, or after the expected delivery date for a loss. | US, Carmack Amendment |
| Carrier response | The carrier acknowledges within 30 days and pays, declines or makes an offer within 120 days, then gives a status update every 60 days. | US, 49 CFR Part 370 |
| Going to court | The carrier may not set less than 2 years to sue, counted from its written notice declining the claim. | US, Carmack Amendment |
Put the deadlines in the claim file as dates, with one owner who watches them.
General information, not legal advice. Check the current rules and your contracts for your own case.
For loss or damage that was not visible at delivery, the reservation must be sent to the carrier in writing within 7 days of delivery, not counting Sundays and public holidays. Visible damage should be noted on the delivery document at delivery.
Legal action under CMR is generally time-barred after one year, or three years in the case of wilful misconduct. A written claim to the carrier suspends the period until the carrier rejects it in writing.
Under the Carmack Amendment, carriers may not set a filing period shorter than nine months from delivery, or from the expected delivery date for a lost shipment. Check your contract and bill of lading for the exact period.
Under 49 CFR Part 370, the carrier must acknowledge a claim within 30 days and pay, decline or make a firm offer within 120 days. If it cannot, it must give a status update and keep doing so every 60 days.
Under CMR, compensation for loss or damage is limited to 8.33 special drawing rights per kilogram of gross weight, unless a higher value was declared. In the US it depends on the bill of lading and any released rates. Cargo insurance can cover the gap.
The delivery document with the reservation, photos, the commercial invoice for the goods, the packing list, the transport order and any survey or repair report. Keep them in one claim file per job.
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