When receiving a ticket that belongs in the Claims / Damages Type, follow the below steps:

What to do with a Claims / Damages query:

Step 1: Send the customer the Claim's link

• Click on the reply button
• Find and click the Canned Response button in the format bar (its a speech bubble with a star in it)
• In the pop-up window, select the CSD folder
• Select the Claims Procedure template by clicking on the box with a (+) inside it - which is on the right side of the template

Step 2: Investigate a damage

• Find out how, when, and where the item was damaged. 
• Investigate whether it was our fault - perhaps it was poor packaging.
• Advise the client of your findings. They will need to advise what they would like you to do with the damaged freight.
  
  

Step 3: Investigate a loss

• Advise the client of the situation and what you are doing about it.
• Check if the goods were sent from the sending branch
• Check if the goods were received at the receiving branch
• Request floor searches across the country if the above does not hold answers
• Request footage of the goods being loaded and offloaded at the sending and receiving branches.