Confirm the handover location
Provide the full receiving address, primary and backup contact, receiving hours and any appointment requirements. Explain building access, vehicle restrictions and available unloading equipment. If the agreed handover is collection from a facility rather than delivery to an address, confirm who is authorised to collect and which references they need.
Send the final packing information
The consignee should receive the final carton count, package identifiers and agreed packing list before arrival. Use the version matching the dispatched cargo. Alert the consignee to heavy, fragile or non-stackable packages and the agreed unloading arrangements. Receiving staff should know whom to contact when information does not match.
Record what can be observed
At handover, compare visible package identifiers and count with the delivery record. Record damaged packaging, broken seals or missing pieces with time, location and photographs where possible. Keep packaging and shipment references for follow-up. Do not mark unexamined contents or unperformed functional tests as checked.
Follow the agreed exception process
Notify the relevant transport or service contact promptly and ask which documents and deadlines apply to the specific contract. Keep the communication reference, supporting evidence and next action together. Receipt of an exception report is not a decision on liability or compensation. Supplier quality concerns and transport damage may require separate evidence and responsible parties.
Your preparation checklist
- Complete address and appointment contact
- Final carton list and shipment references
- Unloading equipment and access limits
- Photos linked to package identifiers
- Exception contact, next action and follow-up date
Prepare the receiver for the agreed handover
Confirm the receiving contact, address, opening or appointment requirements and any access restrictions before dispatch. Identify who provides unloading equipment and where the handover is expected to take place. Share the package count and references so the receiver knows what to compare with the delivery.
Example: the package count does not match
Illustrative example: the receiving list expects four packages, but the handover presents three. Record the actual count, available package identifiers, date and contact involved. Ask the delivery party to explain the difference and follow its applicable reporting process. If damage is visible, record the condition and preserve relevant packaging while asking for next-step instructions.
Build a factual exception record
Separate what was observed from what is suspected. Include photographs where appropriate, the shipment reference, who was contacted and the response received. Ask the responsible provider about its applicable reporting deadlines and process; this guide does not establish a claim outcome or compensation. Use the delivery exception template to keep the record together.
