货代销售和操作有个矛盾，销售单子越多，操作单子出问题可能性越大！
货代销售和客户有个矛盾，销售出的货越多，出现问题的可能性也越高！
事实上，不是可能性越高，是你一定会遇到各种问题，惯偷成名捕，久病成良医，问题是货代销售成长的必经之路！
物流服务商也清楚点，保险也紧跟其步，所以如何处理货物破损或者丢失，早已有标准流程，而要处理的点基本无外乎分为四类：
Loss and pilferage/Damage/Delay/Non-delivery .
每家航空公司的流程条款大同小异！
CLAIMS / MISSING PIECE PROCESS
Despite our high standards and careful handling of your cargo shipments, mishaps may occur. In the unlikely event that your goods are damaged in transit or pieces are missing,
following the instructions below will make processing your claim fast and efficient. The person entitled to delivery (recipient/consignee) must file the complaint to UPS Air Cargo, in writing, in the case of:
?visible damage to the goods, immediately after discovery of the damage and at the latest within 14 days from receipt of the goods.?Other damage to the goods, within 14 days from the date of receipt of the goods. ?Delay, within 21 days of the date the goods are placed at his/her disposal,
?and non-delivery of the goods, within 120 days from the date of the issue of the Air Waybill.These conditions can be found on the back of the UPS Air Waybill.
Documentation Requirements Damaged Cargo
In order to process a claim for damaged cargo with UPS Air Cargo the following documentation is required:
?Copy of the Master and House Air Waybill(s)
?Survey/Damage report clarifying damage of and possible salvageability of said damaged item
?Photographs of damage
?Itemized vendor invoice
?Original or photocopy of repair invoices
?Claim letter from end customer
?Copy of receipt from CFS/UPS stating freight was damaged upon receipt
?Letter stating the claim amount and details of claim
?Proof of payment to customer
Missing Cargo:For shipments with Missing Cargo claims, please submit the following documentation:
?Copy of the Master and House Air Waybill(s)
? Itemized vendor invoice
? Prior notification to UPS at 866.746.2404
Priority Service Claims:As per our Priority Service Guarantee, please submit the following documentation:
?Copy of Master Air Waybill(s)
?Copy of Priority Confirmation Letter
上面内容很多，核心其实就三点，如果发生需要客户配合提供的资料.
1.货物损坏的照片
2.向目的地投诉的受理文件
3.客户的索赔函
货代会把航司上述资料和提单等一起，向航空公司/保险公司索赔。
这里尤其是特别指出，四大快递的服务条款很明确，这里以DHL为例：
Compensation
If a package is lost or damaged, please inform DHL within 7 days and after verification by DHL the maximum amount of not more than 100 USD is payable. DHL does not bear any responsibility for good that are lost due to customs inspections or seizures.DHL also recommends that the parcel should be insured if the value is above 100USD
简而言之，你货物损失了我最高赔偿不过100USD,高货值建议买保险。从快递公司走货，默认是需要接受全部条款的：
1)由于海关抽查造成的货物丢失
包裹在经过海关时，海关打开货件检查，可能导致包裹丢失、包裹内物品(全部或部分)丢失、或被海关扣押。承运商不承担由此带来的任何责任。
2)如遇：自然灾害(天气)、战争等非人为可控因素造成的货物状况，不作赔偿；同时不承担国际快件因航班延误或航班舱位问题所导致的一切责任及费用。
3)易碎品请自行包装好，否则破碎概不负责。
有的客户会说了，我不管你快递航空船公司，货代你要给我赔偿，"我把这个货给了你，出了问题你就需要负全部责任，赔偿我全部的损失！"对，这就是货代是弱势群体的原因。
货代的全称是货运代理人,类似保险代理人,保险代理人是指根据保险人的委托，在保险人授权的范围内代为办理保险业务，并依法向保险人收取代理手续费的单位或者个人.货代是物流服务商的代理人,而不是实际的承运人，接受物流服务商的条款，包括霸王条款，因此货物出了问题，货代需要按照服务商的要求提供资料，所以外贸客户按照要求配合提供资料即可，毕竟谁都不想发生问题。而从法律上讲，外贸客户其实也没有权利让货代赔偿所有损失的，无论是《海商法》还是《国际货物运输代理业管理规定》！
货代说是处于弱势群体，但这并不意味着货代不需要承担什么责任，所谓吵架显真爱分手见人品，问题发生之后，也是衡量一个货代是否有负责的关键，优秀的货代会让客户操心程度降到最低，保险的赔偿正常需要1-3个月的流程，有些负责任的货代公司会在保险公司确认货损之后，先行垫付赔偿给到客户，不知道读者你有没有遇到过这样的货代！
当然，问题发生之后,也是衡量一个客户是否优质的重要指标，是动不动直接扣运费做威胁，还是心平气和协商解决！.........
居善地，心善渊，与善仁，言善信，正善治，事善能，旺季的当下，
愿你天天出货没问题，愿你日日爆单夜心安，愿外贸货代是彼此的好客户好伙伴！
别听我在这里扯淡，高货值的货物，一定记得买保险！