Team Members

October 2009

How to…

Deal with Damaged or Short Deliveries

What you need to know

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How to respond if deliveries are short or if items are damaged.

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What to look out for when accepting deliveries.

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Who the supplier is and how to contact them.

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How to re-order and/or request a credit note.

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How to respond if a delivery driver cannot wait for you to check the delivery line by line.

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Those suppliers who have a limited contact time to claim damaged or short deliveries.

How we do it…

You are responsible for…

•  Ensuring all deliveries are received 

intact and in good condition.

•  Ensuring all relevant parties are 

notified of shortages or damages.

•  Documenting any shortages or 

returned goods.

•  Requesting credit notes for undelivered 

or returned stock.

Your challenge…

•  Ask your buddy what effect unreported 

missing or damaged stock will have on the 
unit profit.

•  Ask your buddy what tell tale signs there 

are for damaged stock.

•  Find out where the phone numbers of your 

suppliers can be found, and where to find 
each supplier account/reference number.

•  Find out where the delivery note should go 

after contacting the supplier.

On discovering a shortage 
or damaged delivery, bring 
the fault to the attention 
of the delivery driver.

Contact the supplier by 
telephone at the earliest
opportunity, ask for a 
reference number
and note the time.

If the missing item is not 
recovered by the driver 
from the van, record 
the shortage on the 
delivery note.

Explain the issue, and ask 
for a credit note and/or 
replacement.

Record any damages to 
stock/goods received on 
the delivery note.

Record on the delivery 
note the action taken.

Ask the driver to sign the 
delivery note that goods 
are short /damaged 
and refused.

Pass/file the document 
ready for processing
on the Lynx system.

If a delivery driver is unable to remain with you for the full delivery check, note on the 
delivery document “Unchecked” and ask the delivery driver to sign the document.