How Are Returns, Damage and Claims Handled?

If goods arrive damaged, go missing or cannot be delivered, report the issue as soon as you discover it. Keep the shipment reference, photographs and receiving records. ShipaX can review the information available for the booked service and explain the next step, but a cargo claim, an insurance claim and a physical return can follow different processes.

The applicable notice deadline, liability rules and return options depend on your accepted booking, transport documents, any insurance policy and the law governing the shipment. Ask ShipaX for the specific process and deadline for your case; do not rely on a general deadline for every route or transport mode.

What Happened to the Goods?

For help interpreting shipment events, see how tracking and shipment updates work.

When Must I Report a Problem?

Report it promptly and ask for the applicable written deadline. A visible-damage notation at delivery, a later written notice, a completed claim submission and an insurance notification may have different requirements. Your accepted quote, booking confirmation, transport document, insurer's policy and applicable law determine which requirements apply.

When you contact ShipaX, state when the goods were delivered or expected, when the issue was discovered and whether a carrier or receiver has already recorded it. Ask which party must receive notice, what evidence is needed and the last date for each required step. Do not wait for every supporting document before reporting a time-sensitive issue; follow up with the remaining evidence through the agreed channel.

What Evidence Should I Keep?

The exact request will depend on the issue, but these records can help establish what was shipped, where it was handled and the amount claimed:

• ShipaX booking reference, carrier reference and route.
• Commercial invoice, packing list, SKU and quantity details, and evidence of value.
• Collection, receiving and delivery records, including any discrepancy notation or proof of delivery.
• Photographs of outer packaging, labels, seals, inner packaging and affected goods before repacking or disposal.
• The last tracking status and any written messages from the supplier, carrier, broker or receiver.
• For a marketplace shipment, the relevant inbound shipment reference and receiving discrepancy report, if available.
• For a proposed repair or replacement cost, the supporting estimate or transaction record.

Keep affected goods and packaging available while the responsible party advises whether inspection is needed. If goods present a safety concern, tell ShipaX before anyone handles or moves them further. Do not send a damaged battery or leaking product on a return journey without a fresh product and transport review.

How Is a Cargo Claim Reviewed?

The review begins by comparing the booked service and declared goods with the available custody, transport and delivery records. A carrier, operating partner, receiver or insurer may need to supply further evidence. ShipaX can help investigate and share records within its agreed service scope, while the party responsible for deciding a carrier or insurance claim applies its own terms and process.

Submitting a report does not establish fault or guarantee reimbursement. The outcome may depend on when the damage occurred, who had custody, what the receiver recorded, the applicable contract and any mandatory rules. The amount payable under a transport liability rule may differ from the goods' selling price. A declared cargo value also does not, by itself, mean that insurance was purchased.

If cargo insurance was arranged, check the actual policy for the insured party, cover, exclusions, notice requirements and claims route. Ask ShipaX to identify the relevant document or contact for your booked service. If insurance was not expressly included, do not assume that the shipment was insured for its full value.

Can Damaged or Unsold Goods Be Returned?

A return requires its own receiving point, goods review, destination and cost arrangement. The outbound shipment does not automatically include collection from a buyer, an approved return address or transport back to the supplier country.

Tell ShipaX whether you need to manage a refused inbound delivery, a customer return, a marketplace removal or unsold wholesale stock. Include the current location, product condition, quantity, original shipment reference and the action you want: local redelivery, holding, return to supplier or another permitted disposition. ShipaX can assess an available option and quote the work if that service is offered for the route and goods. See International Returns and Unsold Stock Support for the service scope.

The seller remains responsible for customer refunds, marketplace return decisions, product resale suitability and supplier credits. A physical return shipment does not automatically reverse an import duty or tax payment; any new export or import movement may require its own documents and review.