Freight claim guideline (For Merchants)

Freight claim guideline (For Merchants)


What is a Freight Claim?
A freight claim relates to loss or damage that may have occurred during international transportation, such as physical cargo damage, missing cargo, transportation delays, or temperature-related issues.
Product quality or commercial issues that are not caused by transportation should be submitted through the FMI Order.


Things to Know Upon Arrival 
A Quick Guide for Receivers / Consignees

Both Vendors and Merchants do their best to ensure a smooth shipment, but unexpected situations may still occur during international transportation. For any potential freight claim, Merchants should raise the claim within 48 hours of shipment arrival. 
To support the review of any potential claims, we recommend keeping clear records before and during shipment so that the situation can be properly reviewed if an issue arises.



When Your Shipment Arrives

1. Check the Shipment
As soon as practical, check:
  1. Number of boxes received
  2. Condition of the boxes
  3. Shipping labels
  4. Overall condition of the flowers
In case of any damage or quality issue, take photos and record the details as soon as possible.
If the damage is severe or may result in a significant loss of value, an independent surveyor may be required to provide neutral documentation. Where possible, check with the party responsible for the freight claim before arranging a survey, as requirements may vary by forwarder or carrier.


2. Take Photos
Please take clear photos of:
  1. The boxes as received
  2. Box / shipping labels
  3. Any visible damage to the boxes
  4. The overall condition of the flowers
  5. Close-up photos of the affected flowers
  6. Internal packaging, where relevant


    Wherever possible, the photos should allow the affected product to be clearly linked to the relevant box and shipping label. 


3. Notify Us
Please notify us as soon as possible after an issue is discovered, while the relevant information and evidence are still available.


4. Record the Issue   
Please document any issue before further handling or processing:
  1. Total / affected box quantity
  2. Product / variety affected
  3. Estimated quantity affected
  4. Description of the issue
  5. Date and time the issue was discovered
If a temperature logger was used for the shipment, please keep the logger and upload the temperature data to FMI.
If a quality or damage issue occurs, the temperature data may be requested to support the claim review.


5. Keep the Evidence
Keep any affected flowers and packaging for evidence.
Please avoid disposing of the shipment immediately, as additional evidence may be required during the claim review process.
General list of recommended claim documents: (depending on the nature of the claim)
  1. Proof of Delivery (POD) / Delivery Receipt
  2. Certificate of Destruction
  3. Temperature monitoring Report / Temperature logger Report
  4. Damage Checklist / Damage Report
  5. Salvage Invoice
  6. Survey Report (issued by a third party)
  7. Photos
  8. Any additional documentation relevant to the claim


How Freight Claims Work

If a shipment arrives with damage, shortage, or another freight-related issue, supporting evidence may be required to review a claim. Requirements may vary depending on the carrier, forwarder, shipment, and type of issue.

Issue identified → Submit a preliminary claim to the forwarder→ Evidence collected → Relevant party notified → Supporting information provided to the forwarder → Final Claim submitted to the relevant carrier→ Claim outcome

  1. Please note that some claims may take 6 months or longer to resolve. Claim outcomes are determined by the airline, and FMI cannot guarantee claim approval, settlement amounts, or resolution timelines.
  2. FMI helps facilitate communication, organize supporting information, and assist with the claim process where applicable. FMI does not determine whether a freight claim is approved or the amount of compensation awarded by the carrier, airline, or forwarder. 
  3. The party that arranges the international shipment and freight booking is responsible for handling the claim with the forwarder or airline. This will be:

    4. Freight Arrangement
    Responsible for Freight Claim
    C&F
    Vendor
    FOB
    Merchant
    FBF
    FMI Team
  1. The responsible party will coordinate the freight claim with the forwarder or airline and may request supporting documents from the Vendor and/or Merchant.  Next steps will depend on the nature of the issue, available evidence, freight arrangement, and requirements of the relevant forwarder, carrier, or airline.