This FAQ is intended to clarify shipping claim requirements and processes so we can resolve issues more efficiently for both our dealers and J&B. Understanding J&B’s reporting requirements is critical. Shortages and damage may be the result of:. To a

<p><br></p><h1 id="for-dealers--jb-internal-reference"><span style="font-size: 24px; background-color: rgb(255, 255, 0);">For Dealers &amp; J&amp;B Internal Reference</span></h1><p>This FAQ is intended to clarify shipping claim requirements and processes so we can resolve issues more efficiently for both our dealers and J&amp;B.</p><p><br></p><hr><h1 id="why-is-timely-reporting-of-shortages-and-damage-important"><span style="font-size: 24px; background-color: rgb(255, 255, 0);">Why is timely reporting of shortages and damage important?</span></h1><p><strong>Understanding J&amp;B&#x2019;s reporting requirements is critical. Shortages and damage may be the result of:</strong></p><ul><li style="font-size: 14px;">Freight carrier damage or loss</li><li style="font-size: 14px;">Order picking or packing errors</li><li style="font-size: 14px;">Damage incurred during the warehouse picking/packing process</li></ul><p>To accurately determine the cause and take appropriate corrective action, **all shortages and damaged goods must be reported to J&amp;B within 24 hours of delivery.</p><p><br></p><hr><h1 id="what-happens-if-shortages-or-damage-are-not-reported-within-24-hours"><span style="font-size: 24px; background-color: rgb(255, 255, 0);">What happens if shortages or damage are not reported within 24 hours?</span></h1><p>If issues are not reported within 24 hours, it becomes difficult to determine whether the problem is freight-related or an internal error, which may limit our ability to file or recover a claim.</p><p><br></p><hr><h1 id="how-should-palletized-truck-shipments-be-handled-at-delivery"><span style="font-size: 24px; background-color: rgb(255, 255, 0);">How should palletized truck shipments be handled at delivery?</span></h1><p><strong>Orders shipped via trucking companies (e.g., Southeastern, R&amp;L, SAIA) are typically:</strong></p><ul><li style="font-size: 14px;">Wrapped in cellophane</li><li style="font-size: 14px;">Labeled with orange tags instructing the shop to count and sign for individual pieces, not just the pallet</li></ul><p><strong>At delivery, the shop must:</strong></p><ul><li style="font-size: 14px;">Inspect all cartons for visible damage</li><li style="font-size: 14px;">Verify the total piece count against the bill of lading</li><li style="font-size: 14px;">Note **any missing cartons or visible damage on the delivery receipt before signing**</li></ul><p><strong>Important:</strong> It is the shop&#x2019;s responsibility&#x2014;not the driver&#x2019;s&#x2014;to make these notations.</p><p><br></p><hr><h1 id="what-if-a-pallet-arrives-unwrapped-or-missing-boxes"><span style="font-size: 24px; background-color: rgb(255, 255, 0);">What if a pallet arrives unwrapped or missing boxes?</span></h1><p><strong>The bill of lading will list:</strong></p><ul><li style="font-size: 14px;">Total number of pallets</li><li style="font-size: 14px;">Total number of individual pieces</li></ul><p><strong>If pieces are missing or damaged:</strong></p><ul><li>Note the issue on the delivery receipt at the time of delivery</li><li>Report the issue to J&amp;B within 24 hours<br><br></li></ul><hr><h1 id="what-are-the-general-trucking-company-claim-timelines"><span style="font-size: 24px; background-color: rgb(255, 255, 0);">What are the general trucking company claim timelines?</span></h1><p><strong>Concealed damage or loss (signed &#x201C;free and clear&#x201D;)</strong></p><ul><li>&#xA0; Claims typically must be filed within 5 days of delivery</li></ul><p><strong>Visible damage or shortages noted at delivery &#xA0;</strong></p><ul><li>&#xA0; Claims may be filed up to 9 months from delivery</li></ul><p><br></p><hr><h1 id="what-documentation-is-required-for-freight-claims"><span style="font-size: 24px; background-color: rgb(255, 255, 0);">What documentation is required for freight claims?</span></h1><p><strong>All claims require supporting documentation, including:</strong></p><ul><li>Photos and/or videos of pallets and cartons **as they appeared at delivery</li><li>Images showing damage, missing items, and packaging condition</li></ul><p><strong>This documentation is required for J&amp;B to file claims on the shop&#x2019;s behalf.</strong></p><p><br></p><hr><h1 id="why-are-concealed-damage-claims-difficult"><span style="font-size: 24px; background-color: rgb(255, 255, 0);">Why are concealed damage claims difficult?</span></h1><p>Claims for concealed damage are often denied by trucking companies. In many cases, J&amp;B absorbs the cost when recovery is not possible.</p><p><br></p><hr><h1 id="what-are-the-claim-rules-for-ups-ground-shipments"><span style="font-size: 24px; background-color: rgb(255, 255, 0);">What are the claim rules for UPS Ground shipments?</span></h1><ul><li>Claims must be filed within 60 days of delivery</li><li>UPS strongly recommends filing within 48 hours</li><li>UPS may require inspection of items or packaging</li></ul><p><strong>Shops must:</strong></p><ul><li>Take photos/videos of damage</li><li>Capture shipping labels on affected cartons</li><li>Retain all damaged items and packaging until the claim is resolved</li></ul><p><strong>Typical resolution time: 14&#x2013;30 days</strong></p><p><br></p><hr><h1 id="what-are-the-claim-rules-for-fedex-ground-shipments"><span style="font-size: 24px; background-color: rgb(255, 255, 0);">What are the claim rules for FedEx Ground shipments?</span></h1><ul><li>Damage or loss claims must be filed within 21 days of delivery</li><li>Non-delivery or mis-delivery claims may be filed within 9 months of shipment</li></ul><p>Most FedEx claims resolve within 5&#x2013;7 business days**, though complex cases may take longer. As with all carriers, timely reporting and thorough documentation are critical.</p><p><br></p><hr><h1 id="what-is-the-single-most-important-takeaway-for-shops"><span style="font-size: 24px; background-color: rgb(255, 255, 0);">What is the single most important takeaway for shops?</span></h1><p>Inspect shipments immediately, document everything, and report all shortages or damage to J&amp;B within 24 hours of delivery.</p>

Shipping Claims FAQ

If Missing Package(s) – Click Here1.  Gather DetailsCustomer DetailsJBI Account NumberOrder NumberTracking NumberBusiness NameAddress, City, State, ZipContact PersonFull NameEmailPhone2.  Explanation of shortage

<hr><h2 id="if-missing-packages-click-here"><span style="font-size: 18px; background-color: rgb(247, 218, 100);">If Missing Package(s) &#x2013;&#xA0;</span><span style="font-size: 18px; background-color: rgb(247, 218, 100);"><a href="https://help.salesrep.jbi.bike/en-US/missing-package(s)-2972092">Click Here</a></span></h2><hr><h2 id="1-gather-details"><strong><span style="font-size: 18px;">1. &#xA0;Gather Details</span></strong></h2><ul><li style="font-weight: bold;"><strong>Customer Details</strong><ul style="font-weight: initial;"><li>JBI Account Number</li><li>Order Number</li><li>Tracking Number</li><li>Business Name</li><li>Address, City, State, Zip</li><li>Contact Person<ul><li>Full Name</li><li>Email</li><li>Phone</li></ul></li></ul></li></ul><hr><h2 id="2-explanation-of-shortage"><strong><span style="font-size: 18px;">2. &#xA0;Explanation of shortage</span></strong></h2>

Order Shortage(s)

If the package isn't located either with the carrier, or the customer, we need to reship the order and file a claim. Ask the rep to contact the customer and explain that we are prepared to reship the order.  If the original packages is later delivere

<hr><h2 id="if-package-was-received-but-has-a-shortage--click-here"><span style="font-size: 18px; background-color: rgb(247, 218, 100);">If package was received, but has a shortage &#x2013; <a href="https://help.salesrep.jbi.bike/en-US/order-shortage(s)-2972594">Click Here</a></span></h2><hr><h2 id="1-gather-details"><strong><span style="font-size: 18px;">1. &#xA0;Gather Details</span></strong></h2><ul><li style="font-weight: bold;"><strong>Customer Details</strong><ul style="font-weight: initial;"><li>JBI Account Number</li><li>Order Number</li><li>Tracking Number</li><li>Business Name</li><li>Address, City, State, Zip</li><li>Contact Person<ul><li>Full Name</li><li>Email</li><li>Phone</li></ul></li></ul></li></ul><hr><h2 id="2-track-package"><strong><span style="font-size: 18px;">2. &#xA0;Track Package</span></strong></h2><ul><li><strong><a href="https://www.ups.com/track?loc=en_US&amp;requester=ST/" id="isPasted">UPS Tracking</a></strong></li><li><strong><a href="https://www.fedex.com/en-us/tracking.html">FedEx Tracking</a></strong></li><li><strong>Other local carrier</strong><ul style="font-weight: initial;"><li><strong>If still in Transit?</strong><ul><li>Give it more time</li></ul></li><li><strong>If Delivered?</strong><ul><li>Confirm the following via <a href="https://www.ups.com/track?loc=en_US&amp;requester=ST/">UPS Tracking</a> or <a href="https://www.fedex.com/en-us/tracking.html">FedEx Tracking</a>, or other local carrier<ul><li>Date and time delivered</li><li>Who signed for it, or if no <strong>Signature</strong>, who is marked as <strong>Received By</strong></li><li>Is there a photo of delivery</li></ul></li><li>Contact the shop or outside rep, and verify if the person associated with the delivery is a known staffer at the place of business, and if said person remembers any details associated with the delivery.</li></ul></li></ul></li></ul><hr><h2 id="3-contact-customer"><strong><span style="font-size: 18px;">3. &#xA0;Contact Customer</span></strong></h2><ul><li style="font-weight: bold;"><strong>If still in Transit?</strong><ul style="font-weight: initial;"><li>Wait 24 hours and track again</li></ul></li></ul><hr><h2 id="4-contact-carrier"><strong><span style="font-size: 18px;">4. &#xA0;Contact Carrier</span></strong></h2><ul><li><strong style="font-weight: bold;">UPS:&#xA0;</strong><ul><li>Web: <a href="https://id.ups.com/u/login/identifier?state=hKFo2SAxTnd3ajExOXZ1RlM3ZWx3QWZyTXJ5SmM0SThYZWk4LaFur3VuaXZlcnNhbC1sb2dpbqN0aWTZIDhVaVl3dUdmYVpnU3VlX0hYbWhGZlRBS3gzZDhDQ3dzo2NpZNkgaHdMRVROQnNxTWNzemtmRVA5RVNHaEZZMjI1YTlvZmM&amp;ui_locales=en" id="isPasted">UPS My Choice for Business</a><ul><li>Username: joserod</li><li>Password: dolphins</li></ul></li><li>Phone: (1-800-742-5877)</li><li>1. &#xA0;Get map of delivery &#x2013; This map may appear for a short time in the proof of delivery section on <a href="https://id.ups.com/u/login/identifier?state=hKFo2SAxTnd3ajExOXZ1RlM3ZWx3QWZyTXJ5SmM0SThYZWk4LaFur3VuaXZlcnNhbC1sb2dpbqN0aWTZIDhVaVl3dUdmYVpnU3VlX0hYbWhGZlRBS3gzZDhDQ3dzo2NpZNkgaHdMRVROQnNxTWNzemtmRVA5RVNHaEZZMjI1YTlvZmM&amp;ui_locales=en">UPS My Choice for Business</a>. If not visible, you will need to contact UPS directly.<br><img src="https://attachments.gorgias.help/RdOkb7orkm2VXGNr/hc/0e8PW748LW7DnpGB/2025102813-b3d70266-a768-498f-81d0-c3071f3af6f6-image.png" style="width: 612px;" class="fr-fic fr-dib fr-fil"></li><li>2. &#xA0;Ask for local dispatch to initiate a <strong>driver follow-up</strong> to get more details about the delivery for the package in question.<br><br></li></ul></li><li><strong style="font-weight: bold;" id="isPasted">FedEx</strong><ul><li><strong style="font-weight: bold;" id="isPasted">Web: <a href="https://www.fedex.com/secure-login/en-us/#/credentials" id="isPasted">https://www.fedex.com/secure-login/en-us/#/credentials</a></strong><ul><li>Username: joserod</li><li>Password: Dolphins1</li></ul></li><li><strong style="font-weight: bold;" id="isPasted">Phone: 1-800-463-3339</strong></li><li>1. &#xA0;Obtain proof of delivery</li><li>2. &#xA0;Ask for local dispatch to initiate a <strong id="isPasted">driver follow-up</strong> to get more details about the delivery for the package in question.<br><br></li></ul></li></ul><hr><h2 id="isPasted"><strong><span style="font-size: 18px;">5. &#xA0;Next Steps</span></strong></h2><p><span style="font-size: 14px;">If the package isn&apos;t located either with the carrier, or the customer, we need to reship the order and file a claim.</span></p><p><span style="font-size: 14px;">Ask the rep to contact the customer and explain that we are prepared to reship the order. &#xA0;If the original packages is later delivered, we will invoice you for the goods and are happy to take back anything that isn&apos;t needed and then issue a final credit.</span></p><hr><h2 id="isPasted"><strong><span style="font-size: 18px;">6. &#xA0;Re-ship the order</span></strong></h2><p><span style="font-size: 14px;">If the customer consents, enter a new order. &#xA0;Be sure to include applicable notes referencing the original order number and the reason for the duplicate shipment.</span></p><hr><h2 id="isPasted"><strong><span style="font-size: 18px;">7. Submit a Claim Form</span></strong></h2><ul><li>Complete the attached Claim Form and email to;&#xA0;<ul><li>Jose Rodriquez &#x2013; &#xA0;<a data-fr-linked="true" href="mailto:jrodriguez@jbi.bike" id="isPasted">jrodriguez@jbi.bike</a></li><li>Yesenia Williams &#x2013; <a data-fr-linked="true" href="mailto:ywilliams@jbi.bike" id="isPasted">ywilliams@jbi.bike</a></li></ul></li></ul><p><br></p><div class="fr-deletable gorgias-file-attachment__wrapper" contenteditable="false"><div><i class="material-icons">attach_file</i> <a class="gorgias-file-attachment__anchor-name" href="https://attachments.gorgias.help/RdOkb7orkm2VXGNr/hc/0e8PW748LW7DnpGB/2025102918-bb63d82c-0cf0-43d6-9163-948fc28a9d09-jbi-shipping-claim-form.xls" target="_blank" rel="noopener noreferrer">JBI-Shipping-Claim-Form.xls</a> <span class="gorgias-file-attachment__span-size">28.5KB</span></div><i class="material-icons gorgias-file-attachment__close-icon">close</i></div><p><br></p>

Missing Packages, Shortages, & Freight Claims

Shipping Claims FAQ

Order Shortage(s)

Missing Package(s)