Twelve panels rejected for scratches in the coating
A batch of powder coated panels leaves the shop, wrapped and stacked on a pallet. Two days later the customer rejects twelve for scratches and a dented corner. They want replacements this week and will not pay for the batch until then.
Were they scratched at your end, on the carrier's lorry, or in the customer's goods in? Nobody took photos at packing. The packing was done by whoever was free, the way they usually do it.
Why damage keeps happening, and why you pay for it
Coated and stainless parts are easy to mark, and the last stage of the job, packing, is often the least organised. Without a standard for each part and a record of what left, every damage claim lands on you by default.
- Packing is done by habit, not to a standard for each part.
- No photos are taken at packing.
- Returns arrive by email without clear photos or quantities.
- Damage reasons are not recorded, so causes are not found.
- Carrier damage is not separated from packing damage.
What damage rejections cost
Recoating or remaking parts, plus a second delivery. Invoices held. Time spent arguing about blame with no evidence either way. And a quality score with the customer that suffers even when the damage happened after the parts left you.
The packing and returns process we build
- Packing instructions are held per part or per customer: interleaving, edge protection, stacking limits, crate or pallet, and anything the customer requires. They are shown on a tablet at the packing bench when the job is scanned.
- The packer takes photos of the parts before wrapping and of the finished pack, and confirms quantities. The photos are stored with the delivery.
- When a customer reports damage, a returns form, sent as a link, asks for photos, quantities and the delivery reference.
- Returned parts are inspected on arrival and the finding is recorded with photos: packing, transit, handling at the customer, or manufacturing.
- Where damage points to the carrier, the claim is prepared with the packing photos and delivery record.
- A log shows damage by part, packing method, carrier and customer, so the causes can be dealt with.
| Record | Why it matters |
|---|---|
| Packing instructions per part | Consistent protection for fragile finishes |
| Photos at packing | Evidence of condition when it left |
| Customer returns form | Clear photos and quantities from the start |
| Inspection on arrival | Cause recorded, not guessed |
| Damage log | Which parts, packs and carriers need attention |
What you get
Parts are packed the same way each time, by whoever is packing. When damage is claimed, you can show what the parts looked like when they left, which changes the conversation. Carrier claims have evidence behind them. And over months, the log shows where damage really comes from, whether it is one carrier, one type of panel or one customer's goods in, so you can fix the cause.
It also helps new staff at the packing bench, who can follow the instructions for each part instead of learning by getting it wrong.
Some fixes turn out to be simple once the log shows them: foam corners on one type of panel, a different pallet for long flashings, or a note to the carrier that a load must not be double stacked. Without the records, those fixes wait until someone happens to notice the pattern.
Is damage costing you?
- Coated parts are rejected for scratches after delivery.
- No photos are taken at packing.
- Packing depends on who does it.
- Returns arrive with vague descriptions.
- You cannot say whether damage is packing or transit.