We are here for you. Even if something goes wrong.
Everything about freight claims and claims processing with k>outs
How to report loss or damage in transit to k>outs
Even with the most careful handling and securing of your goods, in individual cases damage or loss may occur during transport.
If such damage or loss has occurred with a k>outs shipment, we will be happy to assist you.
You can enter your e-mail address and the corresponding shipmemt number in our solution center. We will contact you as soon as possible and help you with the process.
How do I report damage or loss as quickly as possible?
In order to process a damage or loss as quickly as possible, we ask you to use our damage form. Here you can enter the damage amount, the damage date, the weight of the good damaged and a detailed description of the damage.
For further processing we also need a damage invoice, a commercial invoice and photos of the damaged goods and packaging.
The damage amount
The amount of damage is the value that you actually lost due to the damage to the goods. Therefore, it cannot be higher than the value of goods on the commercial invoice (e.g. sales or purchase invoice). When you report a claim to k>outs, we will provide you with a sample damage invoice. You can initially invoice us for all costs incurred.
Please note that a request for the damage invoice does not constitute an acknowledgement thereof. In this regard, we also refer to the duty to mitigate damages (obligation of all parties to keep the damage incurred and its consequences as low as possible).
The damage date
The damage date is the date on which the damage is detected. It is usually detected by the consignee or already noted during transport by the freight forwarder. If damage is noted during transport, the date of damage can be found on the receipt or in the shipment history.
Weight of the good damaged
The damage weight indicates the weight of the damaged goods. If your shipment consists of a single item, enter the total weight of the shipment. If your shipment consists of easily assembled individual parts, indicate the weight of the damaged individual parts.
You are the center of our attention!
As your contracting partner, we are always at your disposal to carry out a quick and successful settlement with the insurance company and the responsible party.
Claims support
Our claims team is happy to help with any questions about damage or loss reports for your shipments.
Frequently asked questions
How can I submit a freight claim to k>outs?
Due to the existing contractual relationship, only our customers can report damage to us and assert claims for compensation. If you are the consignee of a shipment from k>outs and you notice damage, you must contact the shipper so that they can report the damage to us.
What are the deadlines for reporting damage?
In the case of insured shipments, damages that are externally visible upon delivery must be noted on the proof of delivery. Concealed damages must be reported to k>outs immediately upon discovery, but no later than within 7 days after delivery.
How long does claims processing take?
The duration of claims processing cannot be generalized and depends on the complexity of the case. Additional shipping insurance speeds up and facilitates the process.
Do I need insurance for freight forwarding?
There is no standard insurance for forwarders. Additional shipping insurance can be taken out while booking and makes the settlement of possible damage way easier. k>outs is liable by default according to the German Freight Forwarders' Standard Terms and Conditions (ADSp 2017).
What should be considered when shipping the goods to simplify freight claims?
Important precautions can be taken during shipping to prevent damage. Take photos of the packaged goods before shipping so that the secure packaging can be traced. In order to protect yourself in the best possible way, take out shipping insurance while booking your shipments. Make sure that your customers know that the goods are to be checked for damages upon receipt. If damage is detected, it must be noted on the delivery note.
I cannot find what I am looking for. Who can I contact?
If you have any unanswered questions, you can reach us via Live Chat (bottom right), Mail, WhatsApp or by phone.