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I. Pre-Claim Preparation

1. Liability Determination
   • Transport Liability: Verify damage occurred during transit using tracking records. Intact packaging with internal damage suggests packaging flaws; visible external damage (tears/dents) indicates carrier liability.
   • Packaging Compliance: Confirm adherence to Alibaba’s International Logistics Packaging Standards:
     • Corrugated carton edge crush strength ≥7 kN/m
     • Buffer material fill rate ≥80% void space
     • Clear fragile labels (minimum two sides)
2. Evidence Collection
   • Unboxing Video: Record full unpacking process (≥1080p, timestamped) showing packaging condition and damage.
   • Damage Photos: Capture 5+ images (overall & close-ups) of defects, packaging, and serial numbers.
   • Shipping Documents: Retain waybill, B/L, and POD (signed by consignee noting “damaged packaging”).
   • Value Proof: Provide purchase contracts, commercial invoices, or third-party appraisal reports.

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II. Alibaba Logistics Claim Procedure

1. Time Limits
   • Domestic: File claim within 48 hours of delivery.
   • International (sea/air): Submit within 7 business days of port arrival.
2. Platform Operations
   • Log in to Alibaba.com Backend → Transaction Management → Logistics Orders → Select order → Click “File Claim”.
   • Complete Cargo Damage Claim Form including:
     • Damaged quantity ratio (e.g., 5/30 boxes = 16.7%)
     • Loss calculation (cost + freight + duties)
     • Preliminary liability assessment (citing INCOTERMS 2020)
3. Supporting Documents
   • Third-party inspection reports (e.g., SGS/BV, cost 300–300–500, typically borne by liable party).
   • Carrier incident report (if driver confirmed damage on-site).

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III. Compensation Standards & Dispute Resolution

1. Compensation Limits
   • Uninsured: Maximum 3x freight per Alibaba Logistics T&C (e.g., 500𝑓𝑟𝑒𝑖𝑔ℎ𝑡→500freight→1,500 cap).
   • Insured: 100% declared value if “Cargo Damage Insurance” purchased (requires value proof).
2. Dispute Handling
   • Platform Arbitration: Decision within 15 business days; 65% success rate with complete evidence.
   • Legal Action: For claims >$10,000, file under CISG with:
     • Transport contract copy
     • Independent inspection report
     • Historical intact shipment records

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IV. Risk Mitigation Strategies

1. Enhanced Packaging
   • Use 5-ply BC-flute cartons + EPE cushioning (density ≥30kg/m³) + steel strapping (tension ≥500kg).
   • Conduct ISTA 3A drop tests (1.2m height, 6 surfaces).
2. Insurance Recommendations
   • All Risks coverage for high-value goods (>$5,000; premium ≈0.3% value).
   • Include Warehouse-to-Warehouse clause for full coverage.
3. Contract Optimization
   • Specify in agreements:
     • Carrier inspection obligations (pre-delivery packaging check)
     • Governing law (prefer Singapore/Hong Kong jurisdiction)
     • Compensation basis (market value vs. cost)

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V. Claim Process Flowchart

[Damage Found at Delivery]  
     ↓  
[Collect Evidence Within 48h]  
     ↓  
[Platform Claim Submission]  
     ↓  
[Upload Docs + 3rd-Party Report]  
     ↓  
[Platform Review (5–10 Days)]  
     ↓  
[Result: Compensation/Rejection]  
     ↓  
[Dispute → Arbitration/Litigation]  

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VI. Key Communication Templates

1. To Logistics Provider:
   “Re: Order #XXXX delivered on [Date] with evident impact marks (video 05:23 attachment). 30% glass bottles damaged. Per Alibaba Logistics Clause 8.2, initiate damage investigation and respond within 48h.”
2. Insurance Claim:
   “Attaching Policy #XXX and SGS Report #XXX for $12,000 loss. Under All Risks Clause 5.3, complete assessment within 10 business days.”