We understand that issues during transport can be stressful. This step-by-step guide will help you submit a claim efficiently, ensuring the right documents are submitted and the process moves forward smoothly.
Step 1: Notify Us #
As soon as an incident occurs (damage, shortage, loss or non-delivery), please notify us in writing within the required timeframe:
- RHA: Within 7–14 days depending on the circumstances
- CMR: Within 12 months if goods were signed for as damaged
Your written notification must include:
- Brief summary of the issue
- Reference number (if available)
- Date of delivery/incident
We will acknowledge your notification within 1 working day.
Step 2: Receive and Complete the Claim Form #
Once we acknowledge your claim, we will send you the Transportify Claim Form. You can also find it here. https://transportify.co.uk/docs/transportify-customer-claim-notification-form/ .This form collects all the details of the incident, including:
- Shipment reference, dates, and locations
- Type of claim (e.g. damaged, lost, short)
- Details of packing, inspection location, and weights
- Supporting cost data (cost price, amount claimed)
- Required documentation
Important: You must hold the goods for inspection or return unless otherwise instructed.
Step 3: Attach the Required Documents #
To process your claim, attach the following (where applicable):
✅ Supplier’s invoice showing cost price of the goods
✅ Sales invoice showing the price paid by your customer
✅ Written notification of intent to claim (if not already sent)
✅ Photographic evidence (for damaged goods)
✅ Delivery note showing goods were signed as damaged/short
You cannot claim profit twice. Claims are usually reimbursed at cost price, unless specific terms (e.g. CMR/BIFA) apply.
Step 4: Submit and Await Review #
Send the completed form and attachments back to us at admin@transportify.co.uk.
We’ll confirm receipt and begin our internal review. In some cases, our insurers or subcontractors may inspect the goods.
Step 5: Resolution #
We aim to resolve claims as quickly as possible. We will:
- Inform you of the outcome or next steps
- Contact you if further documents or inspections are needed
- Arrange payment if your claim is approved
Helpful Tip: #
Always ensure your delivery notes are marked at the time of receipt if goods are damaged or short — this speeds up claims and supports your case.
