Transport damage

In the event of transport damage, we employ a clear process to analyse the claims and process them.

If you are the shipment recipient, and:

You notice visible damage when you receive a shipment

Inform the driver. The driver will make an entry in the shipment details.
You must accept the consignment – refusing the shipment is not an option.
Keep the goods in a safe place and don’t throw the damaged goods away.

You notice the damage within seven days of receiving the shipment

Submit a formal written notice of the concealed damage
The written notice can be submitted by either the recipient or the claimant.
The notice must be submitted to Kaukokiito within seven days of receiving the shipment.

Submit a written notice

_{Please note that a written notice is not an application for compensation.}

Investigate the extent of the damage

Take photos of the package and the damaged goods.
Forward information about the damage to the sender/supplier/seller.
The party paying for freight usually makes the compensation claim for damages.
The payer deals with the recipient of the goods. Kaukokiito or an insurance company may take over the damaged goods and sell them.

If you are the party paying for freight:

Usually the sender/seller/supplier of the product

Compensate the recipient for
the damage

Discuss the matter with the recipient of the goods.
Ensure that the damage is reported upon receipt of the shipment or in writing within 7 days of receipt.

Apply for compensation from Kaukokiito

The maximum amount of compensation is €20 per net kilogram.
The party paying for freight usually makes the compensation claim.
Kaukokiito or an insurance company may take over the damaged goods and sell them.

Submit a claim in the Kaukoputki online service

Or send a claim with attachments to vahingot@kaukokiito.fi

_{The application for compensation must include the following: a copy of the commercial invoice, photos of damage to the product(s), the net weight of the damaged goods, an explanation of the cause of the damage, the sum of the damage claim (VAT 0%), bank details, the waybill number, and the business ID.}

Kaukokiito claims handling

When we receive your claim, our claims handling team will process it. If your application is incomplete, we will contact you for more information. Compensation decisions are made in accordance with the Road Transport Act. The compensation amount is paid either based on the damaged product’s net price or net weight. In addition, we will refund the shipping charges for any damaged goods.

Sender’s obligation and responsibility

The sender is responsible for correct information on the waybill. Packaging must be able to withstand the stresses of normal handling, transport, and lashing, and the sender must inform the carrier if the shipped goods are of a hazardous nature. In addition, the sender is bound by other responsibilities as defined by law.

The carrier’s obligation and responsibility

The carrier is responsible for the loss, deterioration or damage to the goods from the time of transport acceptance until the time of delivery. This liability is limited as to negligence of sender/recipient or to circumstances that the carrier is unable to avoid or prevent their consequences (§ 28), and other special transport-related risks.

Examples of limitations to compensation amounts:

maximum compensation is €20 per net freight kilogram
compensation for delivery delays cannot exceed the freight amount

Due to the legal limitations of liability, we recommend the sender to take out cargo insurance, especially in cases of light but valuable goods.

Recipient’s obligation and responsibility

The recipient must inspect the incoming shipment upon delivery. In case of any discrepancy regarding shipment quantity or condition, a reservation must be entered into the driver’s mobile device before signing for the delivery. If the damage cannot in any way be externally detected (concealed damage), you must submit a written notice to the carrier within seven days of receipt. If the written notice referred to in this Article is not provided, right of action is forfeited.

Procedure in the event of transport accidents

Upon receipt, a reservation is made on the mobile device before signing for the delivery. Free-form, written reservations can also be made to the carrier before signing for the delivery.

Compensation can only be claimed if the following conditions are met:

there is an individualised written notice (deficiency/damage) made at the time of delivery receipt
a written complaint about the concealed damage was submitted to the carrier within seven working days

Without these claims, the shipment is deemed as accepted in perfect condition and there are no grounds for compensation.

A compensation claim is based on the value of the goods at the time of acceptance for carriage in the location where transport started. The claim may include a freight charge for damaged/missing goods.
Damaged goods must be stored for possible inspection. It is not possible to process claims for any goods that were disposed of without authorisation. Ownership of compensable goods is transferred to the party paying the compensation if they so wish. The goods may be disposed of after the compensation decision is made, unless the party paying the compensation indicates that they intend to collect them. The recipient is liable for any disposal costs for damaged goods.

Electronic waybill, acknowledgement, reservation, and reminder

A reservation, with photos included, made during transport or at the time of delivery, as well as an electronic acknowledgement by the recipient, can be found in the electronic waybill. The waybill is available to the customer in the Kaukoputki portal. You can also request a reservation-related waybill from our customer service at tiedustelut@kaukokiito.fi. The recipient receives a copy of any written complaint form.

Compensation claims and their attachments

Free-form compensation claims for damages are made without VAT!
Copy of the transport waybill (waybill number) or the complaint form where the notice is recorded
Copy of the original commercial invoice or similar document showing the shipment value at the time of damage. Information about the party entitled to compensation = whether the sender or the recipient had liability for risk; this is often indicated in the invoice’s delivery clause.
Copy of the freight invoice if a freight settlement claim is made for damaged products.
No refunds are made for substitutive transport.
In cases of concealed damage, a written complaint indicating its registration date.
A description of the extent of damage: what kind of damage, whether it can be repaired and at what cost, the residual value of the product(s) and where to pick them up.
Net weight of the damaged product(s)!

Claims may also be handled by an insurance company authorised by us. Submit your claim and the required attachments listed above via our Kaukoputki online service. If necessary, we can also help you via email at vahingot@kaukokiito.fi.

Road transport is subject to the Road Transport Act

Claims for compensation for transport damage

Use our easy and direct Kaukoputki online service to submit your application.

Transport damage claims

Evolving Logistics General Our customers Services

What to do in the event of transport damage?

We transport around 3.7 million shipments every year. Despite our diligence and long experience in our field, sometimes shipments do not arrive intact. But statistics show that this is rare for us, with only 0.14% of our shipments resulting in a damage claim. We have an established process and a dedicated team to handle these cases.