For Dealers & J&B Internal Reference

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.

Why is timely reporting of shortages and damage important?

Understanding J&B’s reporting requirements is critical. Shortages and damage may be the result of:

• Freight carrier damage or loss
• Order picking or packing errors
• Damage incurred during the warehouse picking/packing process

To accurately determine the cause and take appropriate corrective action, **all shortages and damaged goods must be reported to J&B within 24 hours of delivery.

What happens if shortages or damage are not reported within 24 hours?

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.

How should palletized truck shipments be handled at delivery?

Orders shipped via trucking companies (e.g., Southeastern, R&L, SAIA) are typically:

• Wrapped in cellophane
• Labeled with orange tags instructing the shop to count and sign for individual pieces, not just the pallet

At delivery, the shop must:

• Inspect all cartons for visible damage
• Verify the total piece count against the bill of lading
• Note **any missing cartons or visible damage on the delivery receipt before signing**

Important: It is the shop’s responsibility—not the driver’s—to make these notations.

What if a pallet arrives unwrapped or missing boxes?

The bill of lading will list:

• Total number of pallets
• Total number of individual pieces

If pieces are missing or damaged:

• Note the issue on the delivery receipt at the time of delivery
• Report the issue to J&B within 24 hours
  
  

What are the general trucking company claim timelines?

Concealed damage or loss (signed “free and clear”)

•   Claims typically must be filed within 5 days of delivery

Visible damage or shortages noted at delivery  

•   Claims may be filed up to 9 months from delivery

What documentation is required for freight claims?

All claims require supporting documentation, including:

• Photos and/or videos of pallets and cartons **as they appeared at delivery
• Images showing damage, missing items, and packaging condition

This documentation is required for J&B to file claims on the shop’s behalf.

Why are concealed damage claims difficult?

Claims for concealed damage are often denied by trucking companies. In many cases, J&B absorbs the cost when recovery is not possible.

What are the claim rules for UPS Ground shipments?

• Claims must be filed within 60 days of delivery
• UPS strongly recommends filing within 48 hours
• UPS may require inspection of items or packaging

Shops must:

• Take photos/videos of damage
• Capture shipping labels on affected cartons
• Retain all damaged items and packaging until the claim is resolved

Typical resolution time: 14–30 days

What are the claim rules for FedEx Ground shipments?

• Damage or loss claims must be filed within 21 days of delivery
• Non-delivery or mis-delivery claims may be filed within 9 months of shipment

Most FedEx claims resolve within 5–7 business days**, though complex cases may take longer. As with all carriers, timely reporting and thorough documentation are critical.

What is the single most important takeaway for shops?

Inspect shipments immediately, document everything, and report all shortages or damage to J&B within 24 hours of delivery.