Freight exceptions: how to note damage, shortages and refusals on the delivery receipt

Most deliveries end with a signature and nothing else on the page. But when cartons are crushed, a pallet is missing, or the receiver refuses part of the load, the delivery paperwork changes from a formality into evidence. What gets written on it — and what doesn't — shapes how a freight claim is handled, whether the carrier is paid in full, and who ends up responsible.

This guide is for drivers, dispatchers and receivers who want those few lines to be clear, accurate and readable later.

What an "exception" is

An exception is any difference between what the bill of lading says was shipped and what was actually delivered. The common types:

• Shortage: fewer pieces delivered than the BOL shows (for example, 24 pallets on the BOL, 23 delivered).
• Overage: more pieces than the BOL shows.
• Damage: visible damage to packaging or product — crushed, torn, wet, punctured, leaking.
• Refusal: the receiver rejects some or all of the freight, for damage, wrong product, late arrival or another reason.
• Concealed damage: damage found after delivery when the packaging is opened. Since it wasn't visible at delivery, it isn't on the receipt — which makes the delivery receipt's condition notes even more important.

An exception written on the delivery receipt at the time of delivery is far stronger than one reported days later.

What a good exception note says

Keep it factual and specific. A useful note answers: what, how many, and what condition.

Good examples:

• "Short 1 pallet. 23 of 24 received."
• "2 cartons crushed on pallet 7, product visible. Accepted subject to inspection."
• "Pallet 3 wet on bottom tier, approx. 6 cases. Refused 6 cases."
• "Seal #4417852 intact on arrival."
• "Shrink-wrap torn on 2 pallets, count verified OK."

Weak examples:

• "Damaged." (What? How much?)
• "Subject to count." (Was the count done or not?)
• "OK?" (Not a record of anything.)

The person writing the note is usually the receiver. As the driver, you can ask them to be specific, and you can write your own notation if you disagree — for example, "Driver did not witness damage, freight loaded and sealed by shipper." Don't write over or cross out what the receiver wrote.

Seals and "shipper load and count"

If the trailer was sealed by the shipper, the seal number on the BOL and its condition at delivery matter. An intact seal that matches the BOL supports the case that freight wasn't disturbed in transit. Note the seal number and its condition on the delivery receipt, and photograph the seal before it's cut.

If you didn't watch the trailer being loaded, the BOL should say "shipper load and count" (SLC or SL&C). That notation, made at pickup, records that you couldn't verify the count yourself. Make sure it's there before you leave the shipper — it's very hard to add later.

Photographs: what to take

Photos support the written note. Before the freight is moved:

1. The seal, close enough to read the number, before it's cut.
2. The trailer doors opening, showing how the load looked on arrival.
3. Each damaged item, wide enough to show which pallet it is and close enough to show the damage.
4. The pallet labels or BOL markings on the damaged freight.
5. Any cause you can see: a shifted load, a broken load bar, water from a roof leak.

Then photograph the signed delivery receipt itself, with the exceptions written on it.

Scanning and sending the paperwork

The delivery receipt with exceptions is the document everyone will refer to. Make it easy to read:

1. Scan every page of the BOL or delivery receipt, front and back if anything is written on the back.
2. Let the scanner straighten and crop each page so the margins, where notes are often squeezed in, aren't cut off.
3. Use grayscale if the exception note is in light pen or pencil, or on a carbon copy. Strict black-and-white can drop faint handwriting.
4. Zoom in on the exception note and the signature and confirm both are readable.
5. Combine the paperwork and the key photos into one PDF: signed delivery receipt first, then the seal photo, then damage photos.
6. Name it so the problem is obvious: Load-71230_POD_EXCEPTION-short-1-pallet.pdf.
7. Send it the same day to your dispatcher or broker, with a one-line summary in the email: "Delivered, short 1 pallet per receiver, seal intact. POD and photos attached."

If the photos make the file large, compress it to a reasonable size and check that the damage is still clearly visible.

Example

A driver delivers a sealed load of 26 pallets of packaged food. The seal number matches the BOL and is intact. When the doors open, one pallet in the middle has shifted and two cases are crushed. The driver photographs the seal, the open doors, the shifted pallet and the crushed cases. The receiver counts 26 pallets and writes: "26 plts received. 2 cs crushed pallet 14, refused 2 cs. Seal 9921874 intact." The driver signs, scans the two-page delivery receipt in grayscale, combines it with four photos, and sends one PDF to dispatch from the parking lot. When the claim question comes up, everyone is reading the same page.

Common mistakes

• Signing a clean receipt and reporting damage afterward. Once a clean POD is signed, proving damage occurred before delivery is much harder.
• Vague notes like "damaged" with no count or description.
• Cropping out the margin where the exception was written.
• No seal photo on a sealed load.
• Sending photos without the signed receipt, or the receipt without the photos.
• Arguing on the dock instead of documenting. Write down what happened, take the photos, and let the claims process handle the rest.

FAQ

Should the driver ever write on the delivery receipt?

The receiver usually notes exceptions. A driver can add a factual notation — such as "seal intact on arrival" or "shipper load and count" — and should sign where required. Don't alter anything the receiver wrote.

What does "subject to inspection" mean?

It's often written when the receiver accepts freight but hasn't fully inspected it. Many people consider it too vague to prove anything on its own. A specific note about what was seen is more useful.

What if the receiver refuses the whole load?

Call your dispatcher or broker before leaving. Get the refusal and the reason in writing on the paperwork, photograph the freight, and wait for instructions on where the load goes next.

How soon should exceptions be reported?

Immediately — the same day, with the paperwork. Claims processes generally have time limits, and early notice makes everything easier.

Do I still send the POD if there's damage?

Yes. The POD with the exception noted is the key document. Send it with the photos as one file.