What should I do when my coffee arrives? What if it arrives damaged?

Most importantly, always inspect the arriving pallet or pallets carefully before signing the bill of lading presented by the driver. Check for damage. Verify marks. Verify the bag count as best as possible. If the cargo matches expectations, sign the bill of lading and get that coffee into the roaster!

If the coffee arrives damaged, or short, note this clearly on the bill of lading before signing. This is the whole ballgame when it comes to filing claims. In the absence of these notes, the shipment is considered to have arrived intact. If the marks do not match, or if the pallet and coffee are severely damaged, you have the right to refuse delivery as long as the bill of lading has not yet been signed. At that point, turn the driver away and then promptly contact Trabocca and/or your carrier or broker. Under EXW or FCA terms, damages are the roaster’s responsibility, and a claim must be filed directly with the carrier or broker if desired. Under DAP/DDP terms, damages are the responsibility of Trabocca, and Trabocca will file a claim or devise another solution for the roaster. In either situation, we are standing by to assist with documentation or questions.

Photographing your arriving pallets can be very helpful as well, especially if they are short or damaged. Photos can offer subtle clues that help determine the point of loss; what color is the shrink wrap? Is there shrink wrap at all? How many bands are there? What color are the bands? Are any bands severed? Etc.