Quick Answer
A lash shipment damage claim is a documented request to investigate and resolve loss caused by damaged cartons, retail packaging or lash products received after transit. Before moving or discarding anything, record the delivery exception, preserve every carton and label, photograph the unopened and opened condition, identify affected SKUs and batches, count damaged units, show value, determine the responsible claim route and meet the applicable notice deadline.
Do not assume the supplier, carrier or insurer is responsible from appearance alone. The contract, shipping term, carrier conditions, insurance wording and facts determine the correct route. A good claim separates observable evidence from conclusions and asks for a defined remedy.
In This Guide
- What to do during the first receiving review
- Ten evidence checks for a damaged lash order
- A damage-evidence control table
- A worked private-label shipment example
- Six shipment-damage FAQs
Stabilize the Evidence at Receipt
UPS states that supporting documentation is required for claims and that damage submissions may require photographs of the damaged item and inner packaging, the shipping label and the outside of the package. Its claim-supporting document guidance also emphasizes specific product descriptions and quantity. FedEx advises claimants to retain original packaging because an inspection may be requested; its claim FAQ lists tracking information and supporting records such as photographs and receipts.
These are provider-specific examples, not universal deadlines or claim rules. Follow the actual carrier, forwarder and insurer instructions for the shipment. Start by noting visible damage on the delivery record where possible, then place the affected cartons in a controlled area before the inventory is mixed with saleable stock.
Use the lash incoming inspection checklist to record received-lot identity and condition. Compare arrival photographs with the lash pre-shipment inspection and dispatch evidence so the timeline is visible without guessing where the damage occurred.
The 10 Lash Shipment Damage Claim Checks
- Record the delivery exception. Note crushed, wet, opened, punctured or retaped cartons and request the carrier representative's acknowledgement where the delivery process permits it.
- Preserve outer packaging. Keep cartons, tape, cushioning, labels and seals until the responsible party confirms whether inspection is required.
- Photograph the unopened condition. Capture all sides, damage points, carton numbers, labels and the relationship between affected cartons and the full delivery.
- Document inner packaging. Show tray boxes, sleeves, dividers, protective material and how products were positioned when first opened.
- Identify products precisely. Record product name, SKU, curl, thickness, length, packaging revision and quantity rather than writing only “lashes damaged.”
- Connect batch and carton identity. Use the lash extension batch traceability record to link affected units to carton, lot and production information.
- Count inspected and damaged units. Separate the number received, number examined, number visibly damaged, number held and number still unverified.
- Support the claimed value. Retain the lash commercial invoice, purchase order, packing list and a clear calculation of the requested amount.
- Choose the claim route. Check whether notice goes to the carrier, forwarder, insurer, supplier or more than one party, without filing duplicate unsupported demands.
- Control timing and remedy. Record each notice deadline, contact, submission date, requested inspection, replacement, credit or other resolution and final decision.
Damage Evidence Control Table
| Evidence field | What to capture | Weak record | Controlled record |
|---|---|---|---|
| Delivery condition | Signed exception and time | “Box looked bad” | Dated note with carton number |
| Outer carton | Six sides, label and damage point | One cropped close-up | Context plus detail photographs |
| Inner packaging | Product position and protection | Products rearranged first | First-open sequence retained |
| Product identity | SKU, curl, thickness and length | Generic product name | Exact order-line identity |
| Quantity | Received, checked, damaged and held | Estimated percentage | Count sheet by SKU and batch |
| Value and remedy | Unit value and requested action | Unsupported total | Calculation tied to documents |
The lash packing list checklist should provide carton and contents references. If the packing list says carton 4 contains 120 trays but the damage file does not identify carton 4 or the affected SKUs, both supplier and carrier investigations will slow down.
Worked Private-Label Damage Example
A buyer receives eight cartons of private-label lash trays. Cartons 6 and 7 have crushed corners, and carton 7 shows moisture staining. The receiver photographs the pallet and all eight carton labels before moving individual cartons, adds an exception to the delivery record and keeps the carrier label visible.
At a controlled table, the team opens carton 7 first and photographs the internal dividers before removing product. It finds 24 retail boxes with crushed edges, of which 10 also have moisture marks. The lash trays inside are not automatically released simply because the fibers look dry. The team records inspected, affected and held quantities by SKU and batch under the lash nonconforming product control process.
The buyer retrieves the lash cargo insurance certificate, carrier instructions, invoice, packing list, dispatch images and purchase order. It sends a factual notice within the applicable process, requests instructions before disposal and keeps the affected stock segregated. The financial request states the exact units and value rather than claiming the entire shipment.
Separate Transit Damage from Product Quality
Transit damage can coexist with a manufacturing or packaging issue. A crushed carton is observable transit evidence; inconsistent lash curl inside an undamaged tray is a different quality question. Record each issue separately so the claim does not turn into an unsupported theory.
If product performance is questioned, open a lash complaint investigation with sample and batch evidence. If the outer packaging design failed under normal handling, use the findings to update the lash packaging artwork approval or packaging specification rather than treating the financial claim as the only corrective action.
Close the Claim and Update Supplier Records
Track submission, acknowledgement, inspection requests, additional evidence, approved amount, replacement, credit and rejected lines. Keep the final outcome beside the shipment record and reconcile any credit through the lash freight invoice audit or supplier account as appropriate.
Review repeated damage by route, carrier, carton size, season and packaging configuration. Add claim responsiveness, evidence quality and recurrence to the lash supplier performance scorecard. Insurance may transfer part of the financial loss, but prevention depends on packaging, dispatch and logistics controls.
Frequently Asked Questions
What should a lash shipment damage claim include?
Include the order and shipment references, delivery exception, carton and tracking labels, photographs, product and batch identity, received and damaged quantities, commercial value, claim route, notice date and requested remedy. Follow the actual carrier or insurer instructions.
Should damaged packaging be discarded after photographs are taken?
No, not until the responsible party confirms that inspection is unnecessary or the case is closed. Keep the outer carton, inner packaging, labels, seals and damaged products because photographs alone may not satisfy the applicable claim process.
Who should file the damage claim?
The entitled party depends on the contract, shipping term, carrier conditions and insurance wording. The buyer should identify whether the shipper, consignee, account holder, supplier, forwarder or insured party must file and coordinate notices without duplicating claims.
Is a clean delivery receipt fatal to a damage claim?
Not automatically, because concealed damage processes may exist, but a clean receipt can weaken evidence for visible damage. Notify the appropriate party promptly, preserve packaging and follow the exact instructions and deadlines for concealed damage.
How should damaged lash trays be counted?
Record total units received, units inspected, units with outer retail-box damage, units with tray damage, units with possible product damage and units held pending review. Count by SKU, curl, thickness, length and batch where available.
Does cargo insurance guarantee payment for damaged lashes?
No. Coverage depends on the issued policy or certificate, insured interest, cause, exclusions, packaging duties, valuation, evidence and timely notice. A documented loss can still be outside coverage or subject to a deductible or limit.
Next Step
Add this evidence sequence to the next lash shipment release checklist before dispatch. If a LASHMAITRE shipment arrives damaged, contact LASHMAITRE with the order reference, carton numbers, photographs, affected SKUs and requested action before discarding packaging.
Preserve the Shipment Record Before Requesting a Remedy
Share the carton numbers, affected SKUs, batch details, photographs and requested action with LASHMAITRE so the supplier-side dispatch record can support the investigation.