What to Do If Goods Are Damaged During Shipping from China—this is a question many importers ask after receiving broken or defective items. When you import products from China, there’s always a risk that the shipment may arrive damaged or incomplete. This issue not only affects customer satisfaction, but also impacts your business reputation and profit margins. Whether you’re using sea freight, air freight, or international courier services, knowing how to handle damaged goods and navigate the claims process is crucial.
In this guide, we’ll walk through step-by-step what to do if you receive damaged goods, how to file a claim, who’s the responsible party, and what preventative measures can reduce damage in future shipments. This is essential knowledge for importers, Amazon sellers, and small businesses engaged in international trade.
Inspect Your Shipment Immediately Upon Delivery
Once your shipment arrives—whether by sea, air, or courier—the first step is to inspect everything immediately. Delaying this step can weaken your position in any potential claims process, especially if you’re dealing with international trade where time-sensitive documentation is required.
Look for Visible Damage
Start by checking the outer packaging for signs of mishandling or moisture. Torn boxes, crushed corners, or wet packaging may indicate issues inside. These could be early warnings of damaged items, defective goods, or improper handling during transit.
Open and Verify Contents
Carefully open your cargo and check the product quality. You should:
- Count the units against the packing list
- Check for defective products, missing items, or any signs of improper assembly
- Look for internal damage even if the box appears fine
This helps you verify whether the issue is related to transportation, improper packaging, or potentially a supplier problem.
Take Clear Photos and Videos
If you receive damaged goods, your claim is only as strong as your proof. Take multiple photos and even short videos of:
- Damaged products
- Outer and inner packaging
- Shipping labels and tracking numbers
- Any signs of impact or water damage
These visuals are essential for building your insurance case, getting a refund or replacement, or negotiating compensation with the carrier or seller.
Record the Delivery Process
If possible, have the delivery driver witness the damage. Some importers even record the unboxing process as extra proof. Noting the issue at the point of delivery strengthens your claim, whether it’s with the postal service, shipping line, or freight forwarder.
Take Action Immediately After Discovery
Once you’ve confirmed that your goods are damaged, you must act fast. Delays in communication or documentation can lead to a denied claim or unresolved losses. Here’s what to do next:
Contact the Seller and Freight Partner
Reach out to your seller or supplier in China immediately. Inform them of the situation using clear communication, and share:
- Photos and videos of the damage
- Quantity and type of defective items
- Packing list and commercial invoice
- Time and method of delivery
This will help both parties determine the responsible party and decide on the next steps, whether it’s replacement, refund, or starting a claims process with the logistics provider.
If a freight forwarder or carrier was involved in the shipping process, you also need to contact them. Provide:
- Shipment tracking number
- Delivery receipt with damage noted
- Insurance policy (if applicable)
- Details about how the goods were received
For international shipping, most carriers have strict timeframes for damage reporting (e.g., 7–14 days). Waiting too long could make you ineligible for compensation.
File a Claim Promptly
Whether you’re claiming through a logistics company, postal service, or insurance provider, you’ll need to file a claim as soon as possible. Every provider has different procedures, but you will generally need:
- A completed claim form
- Visual proof (photos, packaging)
- Invoices and product value documentation
- Delivery receipt with comments on damage
Failure to submit the required documents may result in the rejection of your insurance case.
Communicate Clearly and Effectively
Use effective communication to ensure nothing is misunderstood. Be polite but assertive in your emails or messages. Having everything in writing—especially in B2B international trade—will protect your rights if further legal or contractual actions are needed.
Keep a detailed record of every interaction with the supplier, carrier, or insurance company to avoid confusion and strengthen your position.
Understand Who Is Responsible for the Damage
When your goods arrive damaged, determining the responsible party is key to resolving the issue effectively. In international shipping, responsibility can fall on different stakeholders depending on the trade terms, shipping method, and whether the shipment was insured.
Buyer vs. Seller Responsibility
The allocation of risk between buyer and seller is primarily defined by Incoterms (e.g., EXW,FOB,CIF,DDP ). These international commercial terms determine who bears responsibility for the cargo at various stages of transportation.
- EXW (Ex Works): Buyer assumes almost all risk once the goods leave the factory. Any damage during transit is typically not the seller’s fault.
- FOB (Free On Board): Risk transfers to the buyer once the goods are loaded onto the shipping vessel.
- CIF (Cost, Insurance, Freight): The seller arranges and covers insurance, but responsibility may still shift upon vessel departure.
Understanding these terms helps you deal with claims more effectively and avoid disputes over who is at fault.
Carrier or Freight Forwarder Liability
If the damage occurred due to rough handling or poor storage by the carrier, you may have grounds to claim compensation—but only if your shipment is properly covered.
- Shipping lines and air cargo companies have limited liability by default.
For example, under international conventions, the maximum claim may be restricted to just a few dollars per kilogram unless extended insurance was purchased.
For postal service shipments or courier deliveries, it’s even more critical to document damage and file claims within their strict timelines.
The Role of Packaging
Sometimes, the root cause is improper packaging, which is often considered the seller’s responsibility—especially if the goods were fragile and no extra protection was used.
Many Chinese suppliers typically use standard cardboard boxes. For delicate products or long-haul transport, this may not be enough. In these cases, it’s essential to agree in advance on suitable packaging methods to reduce risk.
Covered by Trade Assurance or Insurance?
If you placed the order through Alibaba’s Trade Assurance, you’re protected under their buyer protection policy. You may be eligible for a refund if the product quality was compromised due to damage in transit.
For independently arranged shipments, having cargo insurance—whether through your freight forwarder or a third-party insurer—is the only way to ensure your shipment is fully covered against physical loss or damage.
How to File a Damage or Insurance Claim
Filing a damage claim is a critical step after receiving defective items or damaged goods from your shipment. To maximize your chances of getting a refund or compensation, you must follow the correct procedure, gather proper documentation, and act within the required timeframe.
Step 1: Identify the Claim Recipient
The first question to ask is: Who should I file the claim with?
- If you purchased insurance through your freight forwarder, shipping agent, or a third-party provider, file the claim with the insurance company.
- If the damage occurred during courier delivery, submit the claim directly to the carrier (e.g., FedEx, UPS, DHL).
- For orders placed through platforms like Alibaba, initiate a Trade Assurance dispute through their online system.
- If your seller or supplier accepted responsibility, contact them directly to request compensation.
Step 2: Gather All Necessary Proof
Providing strong proof is essential to support your insurance case or claim request. Be sure to collect:
- Clear photos of the damaged packaging and product
- Video of the unboxing (if available)
- Copy of the commercial invoice
- Packing list and shipping label
- Delivery receipt or Proof of Delivery (POD)
- A written statement describing the issue
Include the declared value of the damaged items and total quantity affected. The more detailed your documentation, the stronger your case.
Step 3: Fill Out and Submit the Claim Form
Most carriers or insurers require a formal claim form to be submitted along with supporting documents. This can often be downloaded from their website or obtained through your logistics partner.
Make sure to include:
- Your shipment tracking number
- Description of damage and value lost
- Number of affected units or defective products
- Your preferred resolution: refund, repair, or replacement
Submit all materials within the carrier’s allowed claims process window—typically 7 to 15 days after delivery. Failing to meet this deadline could result in rejection.
Step 4: Follow Up and Stay Organized
After you file the claim, follow up regularly via email or phone. Keep a detailed record of all communication, including:
- Dates of submission
- Case or reference number
- Any replies from the claim handler
- Estimated resolution time
In some insurance cases, the insurer may send an agent to inspect the damaged goods, or ask for return shipping. Keep the items intact until the matter is resolved.
Refunds, Replacements, and Other Resolution Options
Once your damage claim is submitted, the next step is deciding how the issue should be resolved. The available options depend on the value of the goods, the level of damage, and the willingness of the seller or shipper to cooperate. As the buyer, your goal is to protect your investment while maintaining a smooth business relationship.
Option 1: Request a Full or Partial Refund
A refund is often the preferred solution, especially if the damaged goods are unsellable or cannot be repaired. You can request:
- A full refund if most of the shipment is unusable
- A partial refund based on the percentage of product quality loss
- A refund on shipping costs, if negotiated in advance and the damage was carrier-related
If you’re dealing with an Alibaba Trade Assurance order, the system allows you to select the refund amount and provide evidence.
Be clear in your request, and reference the proof provided in your claim. Keep communication professional and based on facts to increase your chances of a fair outcome.
Option 2: Ask for a Product Replacement
Some sellers may prefer to offer a replacement instead of refunding you. This is common for ongoing buyers or high-volume importers.
You should clarify:
- Who covers the shipping costs of the replacement?
- How long will production and delivery take?
- Will the replacement be rechecked for product quality or defects?
Before accepting, weigh the aspects of the deal. Sometimes, if the value is low or shipping is expensive, it might not be worth sending a new batch.
Option 3: Return or Repair the Goods
In rare cases, the seller might request the damaged goods be returned. However, international return shipping is usually expensive and not cost-effective. Unless the repair is feasible at the destination, many importers choose to dispose of the items or salvage parts.
If you still want to return or repair, clarify these points in advance:
- Is the cost covered by the seller?
- Will you receive a replacement once the return is processed?
- Is repair possible locally, and who will pay for it?
Maintain a Long-Term Relationship
While it’s important to resolve the current issue, also think about the long-term deal. If the supplier is generally reliable, solving the issue calmly and professionally may lead to better cooperation in future shipments. Good suppliers will often offer discounts, refunds, or replacement goods to retain valuable clients.
More on international shipping procedures:
Why Do You Need to Buy Freight Insurance When Shipping Goods from China
Understanding the Customs Clearance Process and Its Costs
FCL vs LCL Shipping from China to USA
DDP Vs DDU Vs DAP: Key Differences Explained (2025 Guide)
How to Transport Dangerous Goods by Sea in LCL: A Comprehensive Guide
Common Reasons Goods Are Damaged During Shipping
Understanding the root causes of damaged goods is essential for importers who want to avoid repeat issues. Whether you’re sourcing electronics, apparel, or industrial parts from China, certain transportation and handling factors increase the risk of product damage.
Here are the most common reasons cargo gets damaged in international shipping:
Improper Packaging
The leading cause of damage is improper packaging, especially for fragile, sensitive, or high-value items. Many suppliers in China use minimal packaging to reduce weight and volume, which can result in insufficient protection during long transit.
Examples include:
- Thin cardboard without internal support
- No foam or cushioning for breakable items
- Failure to waterproof or palletize the goods
- Inadequate labeling like “Fragile” or “This Side Up”
Even if the product quality is high, poor packaging often leads to defective products upon arrival.
Inappropriate Shipping Methods
Choosing the wrong shipping method for your cargo type can also result in damage:
- Shipping delicate items via LCL sea freight exposes them to more handling
- Express couriers may not provide climate or shock protection for sensitive electronics
- Oversized cargo without proper bracing can shift and break during transportation
Each shipping method has its pros and cons. It’s critical to match the shipping solution with your product’s characteristics and protection needs.
Mishandling During Transit
From forklift accidents to container shifting on rough seas, goods can be physically damaged during:
- Loading and unloading
- Warehouse transfers
- Long-haul transportation
This is particularly true for shipments with multiple handling points or if the logistics provider lacks training and care. As a result, defective items may arise even if the packaging was adequate.
Extreme Weather or Environmental Conditions
Long-distance shipping routes may expose your cargo to humidity, rain, dust, or freezing temperatures. Without proper insulation or waterproofing, goods may suffer moisture damage, rust, or mildew.
This is especially problematic for:
- Electronics
- Clothing and fabrics
- Wood or metal materials
- Paper-based products (e.g. packaging, books)
Lack of Pre-Shipment Quality Control
If you skip quality control inspections before shipping, you may not discover defective products until they arrive. Sometimes the problem isn’t from shipping itself—but from the factory.
Issues include:
- Already broken or scratched products
- Incorrect assembly
- Hidden defects not visible externally
These can be misinterpreted as shipping damage, making it harder to assign responsibility later.
Preventative Measures to Avoid Shipping Damage
While it’s important to know how to respond to damaged goods, the smarter long-term strategy is to avoid damage altogether. These preventative measures can significantly reduce the likelihood of loss and protect your business, reputation, and profits.
Choose the Right Shipping Method
Not all shipping methods are created equal. Match your logistics plan to the nature of your goods:
- For fragile items, choose air freight or FCL (Full Container Load) to reduce handling.
- Avoid LCL (Less-than-Container Load) when shipping breakables, as goods are consolidated and moved more often.
- Use reputable freight forwarders who understand your cargo type and can offer protection solutions.
Choosing the correct method isn’t just a logistical decision—it’s a product protection strategy.
Invest in Quality Packaging
High-quality packaging is one of the most essential aspects of preventing damage. Work with your supplier to ensure:
- Double or triple-layered cardboard boxes
- Foam inserts, corner protectors, or bubble wrap
- Waterproof lining and sealed pallets
- Clear exterior labels (“Fragile,” “Do Not Stack,” etc.)
Don’t hesitate to request packaging samples before shipping. Paying a bit more for better packaging helps protect high-value goods and avoid costly replacements or refunds.
Perform Pre-Shipment Quality Control Inspections
One of the biggest mistakes importers make is skipping quality control. Hiring a third-party inspection company to check goods before shipment ensures that:
- Product quality meets your expectations
- No defective products are packed
- Proper packaging and labeling are used
This step helps separate manufacturer defects from shipping-related issues and strengthens your position in any future dispute.
Purchase Cargo Insurance
Even with the best packaging and planning, accidents can happen. That’s why insurance is a critical part of any international shipping plan.
- Choose All-Risk coverage for maximum protection
- Confirm whether your supplier or freight forwarder provides insurance
- Understand what’s covered, what isn’t, and how to file a claim
- Insure based on the declared value of the goods, not just the invoice amount
Cargo insurance gives you peace of mind, especially for expensive or sensitive shipments.
Communicate Expectations with Your Supplier
Don’t assume your Chinese supplier knows your preferences. Use clear communication to align expectations. Provide written instructions about:
- Packaging materials and structure
- Quantity limits per carton
- Required labeling or barcodes
- Shipping method preferences
When customers receive goods that are intact and professionally packaged, it reflects positively on your business and builds trust.
Frequently Asked Questions (FAQ)
What should I do if I receive damaged goods from China?
Start by inspecting the shipment immediately upon delivery, take photos of the damage, and document everything. Then contact the supplier, freight forwarder, or carrier. You’ll need to submit a formal claim if the shipment was insured.
Who is the responsible party if products are damaged during shipping?
Responsibility depends on the Incoterms agreed upon. Sometimes the supplier is at fault (e.g., poor packaging or defective products), while in other cases the carrier or buyer bears the risk during transport. Check your shipping contract, insurance, and packaging agreements to determine the responsible party.
Can I get a refund if my goods are damaged?
Yes, in many cases you can request a refund—either partial or full—based on the severity of the damage. If you’re using a platform like Alibaba, you may file a dispute through Trade Assurance. Be sure to provide evidence, including photos, invoices, and delivery records.
How does the claims process work?
The claims process involves gathering all necessary documentation (photos, proof of damage, invoice, etc.) and submitting them to the carrier or insurance provider within their required timeframe. It’s critical to act quickly and maintain clear communication throughout.
How can I prevent receiving damaged goods in the future?
Use proper packaging, hire third-party quality control inspectors, and choose the right shipping methods. Also, make sure your shipments are covered with cargo insurance. Working with experienced freight forwarders helps reduce risk during international shipping.
What happens if the damage was caused by poor product quality?
If the issue is due to manufacturing defects, it’s considered a supplier issue, not a shipping problem. You should negotiate directly with the seller for a replacement, refund, or repair, and provide proof that the defect was not caused during transit.
Is insurance required for shipping from China?
While not mandatory, insurance is highly recommended for international shipments. It protects your cargo’s value and ensures you’re not left to absorb the loss alone in case of damage, theft, or other risks.
Final Thoughts: Protecting Your Business from Future Damage
Shipping internationally—especially from China—offers significant opportunities, but also carries real risk. Damaged goods, defective products, and unclear responsibilities can seriously affect your bottom line if not handled properly.
The good news is that most of these challenges are manageable with the right strategy.
Be Proactive, Not Reactive
Importers who take preventative measures—like quality inspections, professional packaging, and proper insurance—can avoid most damage-related losses altogether. The cost of these precautions is minimal compared to the losses caused by rejected shipments, angry customers, or unclaimed refunds.
Work with Reliable Partners
A trusted freight forwarder or logistics company plays a critical role in helping you manage international shipping risks. They not only handle your cargo but can also assist with claims, documentation, and communication if things go wrong.
Always choose partners who are transparent, experienced in international trade, and responsive to your needs.
Protect Your Business Reputation
Your business reputation depends on consistently delivering the right products in good condition. One bad shipment can impact your customer retention, reviews, and brand image. That’s why it’s essential to create an internal checklist to protect your supply chain—from sourcing and packaging to final delivery.
Stay Prepared
Despite your best efforts, problems may still arise. What matters most is how you respond. Have a clear plan for handling claims, refunds, and negotiations. Maintain clear communication with all parties, and act quickly and professionally when damage is discovered.
By following the steps in this guide, you not only minimize losses but build a more resilient and trustworthy international business.
