INTRO

Ideally, we want to keep product damage from occurring in the first place. Unfortunately, packages do get damaged, and products are broken while in the shipping stream. Below are the most common reasons packages can arrive damaged or broken.

1.       Improper Packaging - Not using adequate padding, using old boxes, not sealing the box with strong tape, or stacking palettes with lighter weight items on the bottom.

2.       Damage in-transit – Sorting packages under other heavier packages or boxes being tossed or thrown.  Bad weather or road conditions can weaken your packaging and damage the contents within. 

By making use of the right packaging material  you can reduce damage to an extent but despite all our efforts, damage happens.  Our goal is to report and document the damage to get a resolution as quickly as possible.

 

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When Damaged Goods are Received

Kotis Made

1. Upon receiving a damaged package, Kotis receiving team will:
   • Take pictures of the package before opening and
   • Notate any broken or damaged product, with photos
2. Reports the damage to the AM & PM
   • Client is informed of damage and solutions presented
   • AM will direct PO@ team to contact Vendor for possible resolutions
3. Update or respond to warehouse team- expected within 72 hrs.
4. Once resolution is confirmed, damaged product will be discarded or returned to vendor based on their request.

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Customer Supplied Product (CSP):  Damaged Packaging

Please note:  Any time spent processing and counting damaged or defective CSP packages and product will be billed at $30/per hr, as listed in the contract.

1. Upon receiving a damaged package, Kotis receiving team will:
   • Take pictures and note each identified issue.
   • Notify the PM of the damage.
     • Damaged packages will remain in their damaged state & original packaging until client has been notified.
2. If  the “okay” is provided, receiving will open and inspect product.
   • If the majority of product appears to be damaged:
     • items will not be removed from the box
     •  photos taken to document damage
     • Product will be returned to supplier or client
   • If damage appears to be minimal:
     • Notate broken or damaged product and photograph
     • Check in non-damaged units, per IIR
     • Photos of broken items sent to client for next steps
       • Return
       • Discard
3. Damaged packages/product will be held for max. 72 hours pending client response.
   • Items may be returned to sender if direction is not provided. 
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Customer Supplied Product (CSP):  Product Defects

1. Intact boxes received, but product is broken, scratched, dented, or scuffed.
   • Take pictures and note each identified issue.
   • Count/estimate quantity of product defects.
     • If defects appear to affect the majority of products, items will be returned to supplier or client.
2.  Report product issues to the PM
3.  Check in any product in good condition, per IIR
4.  PM will work with the client on next steps.
5.   Broken product will be held for max. 72 hours pending client response.
   • Items may be returned to sender if direction is not provided.  

 

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CLAIMS

Claims must be processed by the shipper.  Kotis is not able to process claims for CSP items. Paperwork may be required in order to file and process a claim for damaged items.  These include:

• Tracking number
• Pick up records
• Photos of damaged content
• Proof of delivery
• Proof of value, etc.

Carriers may also have specific conditions or timelines to adhere to when filing a claim. in which a claim must be filed