Cross dock damage handling: register, claim, resolve

Register damaged HUs on mobile with photos, track claim status (filed / approved / paid), and block damaged HUs from loading until resolved — all in one place.

What happens to a damaged HU?#

When receiving scan marks a HU as damaged, the HU goes to the exception area (status \u201cexception\u201d), not the normal staging area. That is only the first half. The second half — registering the damage, deciding who pays, and filing the claim — is what this guide covers.

Register damage on mobile#

• 1. After confirming receipt with condition \u201cDamaged\u201d, a damage registration popup opens.
• 2. Take photos (up to 5) of the damage with the phone camera.
• 3. Pick the damage type: carton damaged / pallet broken / water damaged / leaking / shortage.
• 4. Pick the preliminary liable party: carrier / shipper / warehouse, and optionally enter the estimated loss amount.
• 5. Submit — the damage ticket is created (status \u201cdraft\u201d). You can also skip and register later; receiving is never blocked.

Claim status flow#

Each damage ticket carries a claim status: draft (registered) → submitted (claim filed) → approved / rejected → paid (payout received). Any step can go straight to closed (no claim, or finished). Manage it on desktop: WMS → Cross Dock → Exception Management.

Damaged HUs cannot load#

A HU with an open damage ticket is hard-blocked at loading scan: the scanner shows a red error with the ticket number. Resolve the ticket (close it, or complete the claim) first, then load. This protects you from shipping damaged goods to the customer by accident.

FAQ#

• Q: I skipped damage registration on mobile. A: Find the HU in Exception Management and register it there — photos, type and liability can all be added later.
• Q: The damage was our warehouse\u2019s fault — do I still file a claim? A: No. Set liability to \u201cwarehouse\u201d and close the ticket directly with a handling note.
• Q: Can a closed ticket be reopened? A: No — closed is terminal. Register a new ticket if the issue comes back.