Dear Customer,
This Information Note provides a brief summary on how to proceed in case of damage or loss when goods are received by the recipient.
It is important to note that all transport carried out by KLOG falls under the norms included in the following diplomas – which apply depending on the nature of the transport at issue:
• Legislation on the national carriage of goods by road (Decree-Law no. 239/2003, of 4th October and Articles 366 and those which follow of the Commercial Code);
• Legislation on the international carriage of goods by road (CMR Convention);
• General Conditions for Services Rendered by Freight-Forwarding Companies;
• Convention for the Unification of Certain Rules for International Carriage by Air (Montreal Convention of 28th May 1999);
• Legislation applicable to the carriage of goods by sea (Brussels Convention of 1924 and other possibly applicable protocols);
• Legislation on the carriage of goods by rail (COTIF Convention and uniform standards of the Convention);
KLOG provides an Additional Cargo Insurance service for all transport modalities. This insurance aims to assure the total amount of the damaged goods, with an additional 10% relative to foreseen profit.
All claims relative to cargo must be made at the time of delivery and in the driver’s presence. We note that it is the recipient’s responsibility to carefully check the state of the cargo to ascertain if it is in conformity, free from any damages or irregularities. Otherwise, it will be assumed, under the terms of the applicable laws, that the cargo received is in accordance with the consignment note.
We would also like to remind you that KLOG has a wide range of transport services aimed at ensuring greater speed, safety or accommodation of the transported cargo. The choice of the most suitable service for the characteristics of the cargo to be transported is, therefore, crucial for it to arrive at its destination free from any defects or potential non-conformities. The Customer should assure that it contracts the most appropriate service for the nature of the cargo to be transported so that it arrives at its destination in the best conditions.
Should there be any damage or non-conformity in the goods – and if these are apparent damages – this fact should be duly recorded in the delivery document in sufficient detail and accompanied with a photographic report that is as complete as possible, both of the packaging, as well as of the transported goods. We note that missing goods are always considered an apparent damage.
Reservations in the delivery document will only be accepted if they include the following:
• Identification of the reference and quantity of each damaged and/or missing good;
• Concrete and specific indication of opened and/or manipulated packages:
o For example: Package/palette number “A” was overturned inside the truck, causing damages in “10 units” of item reference “Y”.
It is important to remember that the reservations recorded incompletely or generically will not be considered valid when they only mention:
• The existence of an opened or damaged package;
• That cargo has fallen/overturned inside the truck;
• That a package is in good state with damaged/missing goods inside;
• An indication of being under reservation for verification and/or control;
• A reference to damaged goods;
Should the mentioned damages not be apparent (goods with scratches and/or small dents), it is the recipient’s responsibility to prove, in writing, that these damages occurred during this transport. Be advised that it does not suffice to send a written claim with photographs of the state of the goods after delivery. Additional documents will also be required, namely expert reports or other documents deemed convenient to analyse the case. It is the Customer’s responsibility to provide these documents.
Claims should always be provided in writing, preferentially by e-mail and addressed to Costumer Service or to the associated sales representative.
Only claims provided in writing will be accepted and considered in conformity for purposes of applying the standards relative to claims, particularly the stipulated deadlines for their submission, as well as the form and content of written claims.
The claim should contain a succinct, although thorough, report of the events and reasons behind its existence.
After the claim is formalized, you will receive an e-mail from the Claims Department requesting the following documents – whenever this applies – to be included in the case file to the Insurance Company:
• Detailed photographic report of the damaged goods;
• Detailed photographic report of the package when the goods were delivered;
• Sales invoice (indicating the reference of the damaged/missing goods);
• Invoice of the purchase of the goods or document indicating its manufacturing cost;
• Packing list or Bill of Loading (indicating the weight of the damaged and/or missing goods);
• Statement that it does not have its own cargo insurance (signed and stamped);
• Indication of the location of the damaged goods;
• Information as to whether the damage is repairable;
o If yes, send a detailed estimate of the repair.
We would like to remind you that repairs should only be carried out after approval from KLOG and/or the Insurance Company.
• Indication as to whether the damaged and/or missing goods were replaced;
o If yes, under which reference
• Credit note issued to the recipient in the amount of the damaged and/or missing goods;
The feasibility or continuity of the claims process will only be possible after all the documents requested have been received.
The damaged goods should remain available for inspection by the Insurance Company until conclusion of the case (by KLOG and by the Customer) for possible expert assessment and compensation. The return of merchandise for possible repair should always be approved by KLOG and/or the insurance company.
In case of replacement, this must be communicated to KLOG in writing, indicating that the goods to be sent are meant to replace the damaged ones in order to allocate the due price quote. This transport should always be paid given that if the claim is approved, the Customer will be compensated in accordance with the applicable law.
After conclusion of the case – and in case of its acceptance by KLOG -, the damaged and non-repaired good and/or part is automatically transferred to KLOG, so that the latter can examine the goods for reimbursement of possible damages. The non-authorized destruction of the goods or any other act susceptible of making it unfeasible to fully ascertain the damages and allow analysing the case precludes the possibility of compensation.
After conclusion of the case with the Insurance Company, we will resume contact in order to indicate the final opinion on your claim. In case of a positive opinion, we will also indicate how you should issue the invoice to KLOG, in accordance with the applicable laws.
Invoices will only be accepted should they follow the instructions provided in writing. Any unilateral offsetting of accounts or issuance of invoices that contradict our indications will make the compensation process by KLOG unfeasible.
It is KLOG’s objective to constantly improve its internal processes and procedures in order to avoid potential inconveniences in the provided transport. That is, in fact, the intent of this Information Note, aimed at guaranteeing the continuous improvement of our services and the satisfaction of our Customers. To fully comply with this objective, we count on the diligent and conscientious collaboration of our Customers, who should gather, when they receive their goods, all the documentation pertinent to be included in a potential claim, which is intended to be quick, transparent and efficient. This Information Note is meant to help comply with this purpose. The present Information Note does not replace or derogate potential risk distribution provisions established within specific transport contract(s).
We are, as always, completely available to clarify any queries as to the present matter.
K-LOG Claims Department.
KLOG is extremely proud to have been awarded AEO F (Full) status by Customs.
It is indeed a great achievement to become an AEO certified freight forwarder in Portugal. Holding this accreditation sets us apart from our competitors. The certificate will help facilitate legitimate trade, reinforce security and safety, and harmonize and standardize the application of customs controls.
The AEO regime operates under the EU’s Union Customs Code and is recognized all over the world. The application process is extremely thorough and follows a rigorous and detailed audit process. The much-coveted AEO certification reflects the fact that KLOG’s operating procedures and quality standards are fully compliant with customs requirements. It also indicates that our position within the international supply chain is secure and that our customs procedures and controls are highly efficient.
On a global scene, the World Customs Organization (WCO) classifies an AEO certified company as complying with WCO or equivalent supply chain security standards. We believe that holding this certification will not only enhance our reputation as being a leading player within our industry, but offers trust and confidence to customers and prospective customers.