Cargofliescargo on the move: a guide to shipping freight and parcels

An independent guide to shipping cargo and parcels. It is not a carrier, logistics company or customs broker, sells nothing and is not connected with the websites that previously used this domain.

Problems

Common problems with cargo in transit

Even well-prepared cargo sometimes runs late, drops off the tracking or arrives in a different state from the one it left in. Most of these situations can be put right if you act calmly, step by step, and keep all the documents and correspondence.

A photo taken before you sign carries more weight than any letter written afterwards.

— Editor's note

We describe the general course of action. Exact claim deadlines, the list of documents and how to get in touch are set by your carrier's terms, so keep the contract or terms of carriage to hand.

If your cargo…

…is delayed

First compare the actual timing with what was promised: the cargo is often still within the normal range. If not, contact the carrier with the tracking number and ask for the reason and a new date. It is best to get the answer in writing.

…is not tracking

Status updates sometimes lag, especially during transfers or at a border crossing. If there have been no scans for a long time, ask the carrier where the cargo was last recorded and request a check in its internal system.

…arrives with damaged packaging

Do not rush to sign the delivery documents. Photograph the box from all sides, open it in the presence of the carrier's representative and check the contents. Record the damage in a report signed by both sides.

…arrives with items missing

Check the number of pieces against the waybill and the contents against the packing list. If something is missing, record it at delivery and ask for the piece to be weighed: a difference from the weight at acceptance will help support your claim.

…is held at customs

Usually customs lacks information about the goods or documents proving their value. Find out from the carrier or customs broker exactly what has been requested and provide it. We cannot assess the situation for you or promise an outcome.

…has the wrong address

Contact the carrier as early as possible: while the cargo is in transit, the address can often be changed. Be ready to prove that you are the sender or recipient, and ask whether the change will affect timing and terms.

How to file a claim

  1. Record the problem

    Draw up a report at delivery, take photos and video of the packaging and contents, and keep the box and the void fill.

  2. Gather the documents

    You will need the waybill, the packing list, the damage report, proof of the cargo's value and the insurance policy, if there was one.

  3. Check the deadlines

    Find the claim deadline in the terms of carriage and do not put off contacting the carrier.

  4. Write the claim

    Keep it short: the tracking number, what happened, when it was discovered, what the loss is and what you are asking for. Attach copies of the documents.

  5. Send it with proof of delivery

    Use a method that gives you a record that the claim was received: a letter with a delivery receipt, hand delivery with a stamped copy or the official claim form.

  6. Wait for the reply and decide what next

    If the answer does not satisfy you, ask whether the decision can be appealed and, if necessary, seek legal advice.

  • Choosing

    How to choose a carrier and what to ask before shipping, so you do not end up arguing about transit times, liability and documents.

  • Preparation

    How to get cargo ready for the road: packaging, crating, pallets, void fill, marking and a packing list.

  • Questions

    Answers to common questions about this guide, about sending cargo and about receiving it, including customs.

Sources

  • Customs Code of the Eurasian Economic Union (EAEU)
  • Federal Customs Service of Russia — information for individuals
  • International Chamber of Commerce — Incoterms 2020

This information is based on the documents in force on the date of publication. International rules, carrier terms and customs requirements are updated regularly, so before you ship, check the current texts and the terms of whoever will be carrying your cargo.