What to Do When a Customer Claims Items Were Missing From a Shipment

A customer just emailed you: items are missing from their delivery. Your first instinct might be to apologize and resend — but that response, while well-meaning, can cost you money you don't owe and set a precedent that invites future claims.

Here is exactly what to do, in order.

What should I gather before I reply to a missing-items claim?

Before you reply to the customer, gather everything you have on this shipment:

• Your packing slip or delivery document listing every item and quantity
• Any photos you took while loading — loading dock, packed pallet, sealed box
• The carrier's pickup receipt or proof of handoff
• The date and time the shipment left your facility

If you photographed the shipment before it left, you have the most powerful piece of evidence available: a timestamped visual record of exactly what was on that pallet when it left your dock.

"The packing slip said 50 units. Only 40 were on the pallet when we unpacked it." — This is the claim you will hear. Your photo record is the only thing that can objectively contradict it.

Should I call the customer or put my evidence in writing first?

Do not call the customer first. A phone call creates no paper trail. Send an email that:

1. Acknowledges their claim without admitting fault ("Thank you for letting me know — I've pulled the shipping record for this order")
2. Attaches or links your evidence (packing slip, photos, carrier receipt)
3. Asks them to confirm in writing exactly which items they received and which are missing

This creates a record. It also gives genuinely confused customers — who may have miscounted or not fully unpacked — a chance to correct themselves before the dispute escalates.

How do I know if the shortfall is my fault or the carrier's?

There are two distinct things that can go wrong:

• Items were not packed — this is your error, and you should make it right
• Items were packed and went missing in transit — this is a carrier liability issue

Your shipping record tells you which situation you're in. If you have a photo of 50 units on the pallet and the customer received 40, the shortfall happened after the freight left your dock. That is a carrier claim, not a customer refund.

In most jurisdictions, freight carriers are liable for cargo loss or damage that occurs while the shipment is in their care. But the burden is on you to demonstrate what was actually in the shipment when it left your hands. Without documentation, carriers can attribute shortfalls to packing errors rather than transit loss. This is why your pre-shipment record matters enormously — and why you should check your carrier contract and local freight regulations, which vary by country.

When should I file a carrier claim for a shortage?

If your records show the items were packed and the shortfall occurred in transit:

1. File a freight claim with the carrier within the timeframe stated in your contract (typically 9 months for loss, but verify your specific carrier terms)
2. Include your packing documentation, photos, and the customer's written confirmation of what they received
3. Keep copies of everything you submit

Carriers process millions of shipments. Claims without supporting documentation are routinely denied. Claims with timestamped photo evidence and a signed delivery discrepancy are far more likely to succeed.

What should I change so the next shipment is easier to defend?

The shippers who rarely face successful missing-item claims share one habit: they document every shipment at the source. Not because they distrust their customers, but because they know disputes happen — miscounts, transit damage, mix-ups — and their record is their protection.

The practical minimum for every B2B shipment:

• A written packing slip listing every item and quantity (keep a copy)
• At least one photo of the loaded pallet or packed box before sealing
• A record of who picked it up and when

A tool like Stack Slip automates this: create the slip on your phone at the loading dock, attach a photo, and share a link with your customer for delivery confirmation. Every step is timestamped and permanently attached to the record. If a dispute comes up six months later, you open the slip and the evidence is there.

Frequently Asked Questions

What if I don't have photos of the shipment?

Your packing slip is still evidence. A detailed, dated document listing what was packed — especially one you can show was created at the time of dispatch — has weight. Courts and carriers treat contemporaneous records differently from after-the-fact reconstructions. Going forward, make photos standard practice.

Can a customer dispute a delivery after confirming receipt?

Yes, but their position weakens significantly once they've confirmed in writing. This is why asking the customer to confirm exactly what they received — in their own words, in writing — is one of the most important early steps.

What if the carrier denies my claim?

Carriers have an internal appeals process. If you believe the claim was wrongly denied and you have supporting documentation, file an appeal. For high-value shipments, consult a freight claims specialist. Many work on contingency.

Do I need expensive software to document shipments properly?

No. A phone camera and the habit of photographing before dispatch gives you most of the protection. Stack Slip adds the digital audit trail and customer confirmation step — keeping everything in one searchable record when disputes do come up.

How long do I have to respond to a missing-item claim?

There is no legal deadline for responding to your customer's claim, but the sooner you respond with evidence, the less likely the situation escalates. For your own carrier claim, check your contract — timeframes are strict and missing them forfeits your right to recover.