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Freight claim letter templates and claims log: the claims and damage kit
Never miss a claim deadline again.
Updated 19 October 2026 · Steplane is built by Paul, a logistics process specialist with over 13 years in logistics, including at some of the biggest freight forwarders in the world.
The claims and damage kit covers the seven steps from damage found at delivery to a closed claim file. It includes a damage report form, claim letters to the carrier, letters to the customer and a claims log that calculates the deadlines: CMR for Europe, Carmack and 49 CFR 370 for the US. €49 (about $55).
Key facts
- 5 files: process and rollout plan, damage report form, claim letters to the carrier, letters to the customer, claims log (Excel).
- The claims log calculates CMR 7-day, 21-day and 1-year limits, or US 9-month and 2-year limits.
- Time limits are general information, not legal advice.
- EU and US versions; editable in Word and Excel.
EU and US versions. Download right away after payment. Or get any 3 kits for €99 (about $110) or all 6 for €199 (about $225).
What's inside
| # | File | What it does | EU version | US version |
|---|---|---|---|---|
| 1 | Process and rollout plan | Seven steps with owners and records, a time-limit table and prevention tips. | Same | Same |
| 2 | Damage report form | For drivers and warehouse staff: seals, packages, weights, remarks and photos. | CMR remark | Delivery receipt and BOL exceptions |
| 3 | Claim letters to the carrier | A written notice or reservation and a formal claim with the amount. | CMR Art. 30 reservation | 49 CFR 370 written claim |
| 4 | Letters to the customer | Claim received, status update and outcome letters. | Same | Same |
| 5 | Claims log (Excel) | Every claim with deadlines, warnings and a summary. | Same | Same |
Files in the EU download: 1 Process-and-rollout-plan.docx, 2 Damage-report-form.docx, 3 Claim-letters-to-carrier.docx, 4 Letters-to-customer.docx, 5 Claims-log.xlsx. US download: 1 Process-and-rollout-plan.docx, 2 Damage-report-form.docx, 3 Claim-letters-to-carrier.docx, 4 Letters-to-customer.docx, 5 Claims-log.xlsx. Word (.docx) and Excel (.xlsx), fully editable.
What the files look like
Previews of the European version. Every file is fully editable; replace everything in [brackets] with your own details.
The process it covers
Each step has one owner, a clear start and a record that proves it happened. This is the EU version; the US version uses US terms.
| # | Step | Owner | Starts when | Record kept |
|---|---|---|---|---|
| 1 | Note damage or shortage on the delivery document | Driver or receiver | Goods delivered | Signed CMR note or delivery document with a written remark, plus photos |
| 2 | Open a claim file the same day | Operations | Damage or loss reported | Claim file and a row in the claims log with the deadlines |
| 3 | Notify the carrier in writing | Operations | Claim file opened | Written notice, dated (within 7 days for hidden damage, Sundays and public holidays not counted) |
| 4 | Collect the evidence | Operations | Notice sent | Commercial invoice for the goods, packing list, transport order, photos, survey or repair quote |
| 5 | Send the formal claim with the amount | Operations | Evidence complete | Claim letter with the amount and documents, dated |
| 6 | Follow up, negotiate or escalate | Management | Carrier answers, or a deadline is near | Carrier reply, settlement offer, or decision to go to the insurer or to court |
| 7 | Settle, inform the customer and close | Billing | Agreement reached | Payment or credit note, letter to the customer, closed claim file with the lesson noted |
Who it is for
Freight forwarders, transport companies and warehouses that need to handle damage, shortage and delay claims with carriers and customers.
Small and medium freight forwarding, transport, courier and warehouse companies in Europe and the US. It works whether your processes are written down today or not.
Free templates and related guides
Free templates and related guides
Questions
Which deadlines does the claims log calculate?
EU: hidden damage notice (7 days excluding Sundays and the public holidays you enter), delay notice (21 days) and the 1-year limit. US: 9 months to file, acknowledgement and decision dates, and 2 years after a decline.
Can I use it for sea and air shipments?
The process works for any mode, but the deadlines in the log are for road transport. Sea and air follow other rules; check them per shipment.
Is this legal advice?
No. It is general information and templates. Your contract and the applicable law decide each claim.
Who in my company can use the files?
Everyone in your own company: all staff and all branches, as often as you like. You can share the filled-in documents with customers, carriers and auditors. You cannot resell or give away the templates themselves.
Which programs do I need?
Microsoft Word and Excel. The files are standard .docx and .xlsx, so they also open in other common office programs.
When do I get the kit?
Straight after payment: a download link on screen and by email. The link works for 30 days; if it expires, write to hello@getsteplane.com with your order number and we send a new one.
Can I get an invoice with my company and VAT number?
Yes. Write to hello@getsteplane.com with your order number, company details and VAT number and we send the invoice.
What if the kit is not useful to us?
Email hello@getsteplane.com within 14 days of purchase and we refund the full price. You do not have to give a reason. See the terms.
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