ELTOSAI Logistics Guide
Cargo Claims
Updated October 2026 · By the ELTOSAI brokerage team
If your cargo arrived damaged, short or not at all, this page explains exactly how to file a claim with us and what happens next. We handle claims the way we handle freight: one responsible party, documented steps, no runaround.
Step 1: Note the damage at delivery
The most important step happens at delivery. Note any visible damage, shortage or exception on the delivery receipt before signing, and take dated photos of the cargo and packaging. A clean-signed receipt makes any later claim significantly harder.
Step 2: Notify us within 48 hours
Send the contact form with your folio or tracking number, a description of the damage or loss, and your photos. We acknowledge every claim within one business day and open a file with the carrier.
Step 3: We file with the liable carrier
We prepare the claim file (commercial invoice, packing list, bill of lading, delivery receipt with exceptions, photos, and a quantified claim value) and file it with the carrier liable for the leg where the damage occurred. Carrier liability follows international conventions and the contract of carriage; where you purchased cargo insurance through us, we coordinate the insurer in parallel.
- Commercial invoice showing cargo value
- Bill of lading or air waybill
- Delivery receipt with damage noted
- Dated photos of damage and packaging
- Packing list
Timelines and prevention
File promptly: most carrier contracts and conventions set short claim windows, and late notice can void recovery. As for prevention, the cheapest claim is the one that never happens: adequate packaging, correct Incoterms, and cargo insurance on high-value shipments. Ask us about insurance before your next shipment, not after a loss.
Frequently asked questions
How do I file a cargo claim?
Note damage on the delivery receipt, take photos, and notify us within 48 hours with your folio number. We acknowledge within one business day and file with the liable carrier.
What documents does a cargo claim need?
Commercial invoice, bill of lading or air waybill, delivery receipt with exceptions noted, dated photos, and packing list.
Should I buy cargo insurance?
For high-value or fragile shipments, yes. Carrier liability is limited by convention and contract; insurance covers the gap. Ask us for a quote before shipping.
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