Suggested Best Management Practices


Use these forms to ask the yard that sold the part for partial or full credit on the item you purchased as well as their permission to return the part.

Remember, it's more courteous to work with the seller before just sending the part back.  And using these forms will help both sides document the issue.

            (link to CREDIT form)      (link to RETURN form)


Returning the part before you contact the seller can cause problems between the seller and buyer.  And the seller may have the right to demand that his shipping costs be paid since the part was returned without his permission.

General accepted industry guidelines for who pays what freight when a part is returned is as follows:




Part Malfunctions

Outbound if part not returned to seller

ü Both directions if seller wants part back

Part Not Correct (wrong side, wrong interchange, wrong part entirely)

ü Outbound if part not returned to seller

ü Both directions if seller wants part back

Damage Found Upon Arrival

See Below

See Below

Seller's Customer Refused Part

ü Outbound if part not returned to seller

ü Both directions if seller wants part back

Purchaser's Customer Never Picks Up Part

ü Outbound if part not returned to seller

ü Both directions if seller wants part back

Order canceled after part is shipped but before it arrives

ü Both directions

Purchaser Orders Wrong Part (including wrong side or wrong interchange)

ü Both directions

Part returned without seller's authorization

ü Both directions since Purchaser did not give Seller notice that there was a problem or opportunity to make good.

Damage Found Upon Arrival is a special case.  When this occurs, it usually means that the carrier (UPS, FedEx, Freight Truck) has done something to damage the part.  When this occurs, following these instructions will help both sides resolve the issue:

1. DO NOT sign the bill of lading without making any comments .  Letting the driver go with out documenting the damage releases the carrier and the shipper of all responsibilities and makes any problems the responsibility of the purchaser

2. Before allowing the driver to leave, document the damage on the bill of lading and take photographs .  Include information both on the condition of the packaging/crate as well as any noticeable damage to the item you purchased.

3. Contact the seller to describe what happened .  Inform them of the condition of the packaging and the item purchased.  Until the shipment is signed for, it is the Seller's responsibility to handle the claim.

4. Follow the directions that the Seller obtains from the carrier .  Once the Seller contacts the shipping company, they will be provided with instructions on how to process the claim.

5. Keep the shipment exactly the way it was delivered .  If the package was open, place the part and packing material back into the box or crate exactly as it arrived.  Once the claim is filed the carrier will want to inspect the package.  Altering the situation by disposing of packaging will make the claim process very difficult.

6. Who pays the freight ?  With damaged goods, the carrier may take responsibility for returning the items to the seller.  But there could be instances where all three parties may have to pay some of the costs.  Each case is different.

Specific Instructions


§ Purchaser should have the driver note any damage on his clipboard before signing for the package.  

§ Seller should then contact UPS (1-800-PICK-UPS, 1-800-742-5877) to file a claim.  Purchaser can help by documenting the situation with digital photos. 

§ UPS will usually pick up the damage package and work with the seller on resolving the claim.  Purchaser should make sure the package is returned to the same state/condition as it was delivered and make it ready for UPS to pick up.


§ Purchaser should have the driver note all damage on the bill of lading.  Also document driver's name and employee number.

§ Seller and Purchaser should confer with driver as whether to leave the shipment at the purchaser's facility, or have it returned to freight terminal.  Either way, Purchaser should document with digital photos. 

§ Seller has the responsibility of contacting the “Overage, Shortage, and Damage” (OS&D) department of the freight carrier to file a claim.  The OS&D representative will provide instructions on handling the claim.