The first step in a Damage Claim process is the submission of all necessary documents to the xChange team by the Supplier. The Supplier must forward the repair estimate in English format and send at least 5 photos of the damages on the containers, with the pictures clearly indicating damages and the CSC plate. The Supplier must also give the full depot address and contacts.
The Damage Claim can be submitted by either clicking 'Report Damages' button on the leasing deal page or by emailing conops@container-xchange.com
- What information must be provided?
The following information must be provided when submitting a damage claim:
- minimum of 5 photos, clearly indicating the damages on the container and the CSC plate
- Repair estimate, containing the following items: Container number, Comp code, Loc code, Damage code, Repair code, Further container details (Length, Width, Quantity), Labour Hours and Labour Cost, Costings (Material Cost, Total Cost and Currency)
- Contact Data and Address of the Depot
- When can a damage claim be submitted?
As per BIMCO Multiparty Interchange Agreement, the supplier has to share any damage claims within 5 (05) working days (Mo-Fr) after equipment has been reported as returned in xChange. Within these 5 days the supplier can either submit via the report button on the damage leasing deal page or via an email to service@container-xchange.com/ conops@container-xchange.com. If estimates are not sent to xChange within the timeframe stipulated above, the claim will be considered extemporaneous and therefore null and void.
- What happens if the damage claim cannot be submitted within the above time-frame?
In case the above-mentioned time-frame cannot be met due to reasons beyond the control of the SUPPLIER, xChange will check the applicability of the damage claim and approves/reject the opening of the damage claims, based on Damage Claim T&C.
- Can the claim and estimates be in any language?
No, the damage claim and repair estimates must be in English format.
- What happens after the Damage Claim has been received?
Once the damage claim has been received, xChange checks the claim for completeness and applicability (e.g. no insurance booked) and forwards the claim to the USER
After the USER receives the damage claim from xChange, it shall within five (05) working days (Mo-Fr) either confirm acceptance of the estimated repair damages or dispute the claimed damages as per BIMCO Multiparty Interchange Agreement.
- When the User Agrees:
If the USER agrees with the repair damages or does not respond to xChange within the number of working days stated above, the USER shall pay for said repairs specified in the estimate. If applicable, any previously agreed DPP shall be subtracted from the estimated repair amount. Any charges/credits will be automatically settled through the xChange wallet.
- When the User Disputes:
In case the USER disagrees with the estimate of repair costs or disagrees that any item should be for the USER’s account, the USER shall detail its objections on a line item level within the period stated above and share it with xChange (service@container-xchange.com).
Details of the steps in cases of damage claim disagreements are as below:
- The damage claim and all supporting documents will be reviewed by xChange.
- An assessment of the case will be issued, and a resolution proposal put forward to all parties involved.
- Within five (05) working days (Mo-Fr) of receiving the above mentioned resolution proposal, USER and SUPPLIER shall revert to xChange (service@container-xchange.com) with either confirmation or rejection of the proposal.
- Failure to respond within the above-mentioned time-frame will result in automatic acceptance of the proposal. In case said time-frame cannot be met by either one of the parties for reasons beyond its control, xChange requires a proper and timely notice.
- In case both parties agree with xChange’s resolution proposal, the conclusion will be binding and final and any charges/credits will be automatically settled through the xChange wallet.
- In case one or both parties disagree with xChange’s resolution proposal, a joint survey will be organised by xChange within ten (10) working days (Mo-Fr). An appointed external joint surveyor will inspect the equipment, review the damage claim including all supporting documents and issue a final opinion. In this case the supplier is to make the equipment available for survey at his own cost. In case the supplier does not make the equipment available for survey or releases the equipment before the survey has taken place, the supplier automatically forfeits the right to claim damages and will bear all repair related cost.
- The SUPPLIER and USER agree to be bound by the opinion of the joint surveyor and to equally share the cost of the survey. Any charges/credits will be automatically settled through the xChange wallet.
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