Non-Delivery and Return of Imported Cargo
Interlink編集部Non-Delivery and Return of Imported Cargo
Non-delivery and return of imported cargo refers to a situation in which a delivery vehicle transports imported cargo to the delivery destination but cannot complete delivery because of acceptance conditions, vehicle restrictions, cargo handling conditions, missing documents, cargo condition, or receipt arrangements, requiring the cargo to be returned to a delivery company, warehouse, CFS, bonded warehouse, or another suitable storage location.
Even after import clearance has been completed and the cargo has been released from a port, CFS, CY, or warehouse, domestic delivery is not complete unless the delivery destination can accept the cargo.
Non-delivery may result not only in failure of the original delivery but also in waiting charges, return costs, warehouse storage charges, redelivery costs, transshipment costs, vehicle-change costs, cargo handling equipment costs, and additional worker charges.
It may also delay sales, construction, production-line use, exhibition delivery, or other scheduled activities and require additional coordination among the cargo owner, delivery destination, and service providers.
The immediate priority is not to assign blame. It is to determine why delivery failed, where the cargo can be stored safely, and which conditions must be corrected before redelivery.
Scope Covered in This Article
| Item | Content Covered in This Article | Content Covered in Other Articles |
|---|---|---|
| Non-Delivery | A situation in which imported cargo cannot be handed over and domestic delivery cannot be completed | Detailed individual causes are covered in the relevant cause-specific articles |
| Return Decision | Selection among continued waiting, delivery at another location, cargo return, or same-day redelivery | Waiting-charge calculation is covered under Waiting Charges in Domestic Delivery of Imported Cargo |
| Return Location | Selection of the delivery company, warehouse, bonded warehouse, CFS, or another storage location | Detailed bonded-transport and re-entry procedures are covered in specialist articles |
| Cargo Condition | Checking external condition, quantity, wetness, cargo shifting, and seal condition before and after return | Detailed cargo incident investigations are covered in incident-handling articles |
| Removal of the Cause | Correction of reservations, vehicles, cargo handling equipment, documents, and recipient arrangements | Detailed reservation, equipment, and vehicle issues are covered in related articles |
| Redelivery | Confirmation of date, vehicle, unloading method, receipt method, and the party issuing instructions | Specific redelivery charges are covered under Redelivery Costs for Imported Cargo |
| Additional Charges | Return, waiting, storage, redelivery, transshipment, and vehicle-change charges | Does not reproduce individual delivery-company rate tables |
| Cost Allocation | Assessment based on cause, contract, information, instructions, and records | Final legal liability in an individual dispute depends on the contract and applicable law |
| Repeated Return | Review of the entire delivery arrangement after a second or subsequent return | Changes to the sales contract or final delivery destination are not covered |
| Prolonged Non-Delivery | Quality deterioration, spoilage, loss of value, sale, disposal, or other measures | Authority and legal procedures for disposal require specialist advice |
Different Roles of Cause-Specific Articles and This Article
| Comparison Item | Cause-Specific Articles | Non-Delivery and Return of Imported Cargo | Practical Relationship |
|---|---|---|---|
| Main Timing | Before or when non-delivery occurs | From the return decision until redelivery is completed | The cause is identified in the related article and post-return handling is managed here |
| Main Issue | Individual problems involving reservations, vehicles, equipment, manual unloading, or documents | Return location, storage, redelivery, additional charges, and recurrence prevention | Cause and resulting event must be assessed separately |
| Main Decision | Whether delivery conditions can be corrected on the day | What must be corrected before redelivery can succeed | Do not redeliver while the cause remains unresolved |
| Main Records | Cargo information, reservations, equipment, vehicle, and site conditions | Return instructions, cargo condition, storage, charges, and redelivery conditions | The two sets of records must be connected chronologically |
| Final Objective | Prevent non-delivery | Limit loss and complete delivery safely after non-delivery | Both prevention and post-event management are required |
Classification of Causes Leading to Cargo Return
A return may result from a single cause or from several overlapping causes. The purpose of classifying the causes is not to assign responsibility immediately but to identify which conditions must be corrected before redelivery.
| Cause Category | Main Cause | Typical Situation | Reason Delivery Cannot Be Completed |
|---|---|---|---|
| Acceptance Arrangement | Missing delivery reservation | A distribution center, warehouse, or factory requires advance booking | A vehicle without a reservation is not accepted |
| Acceptance Arrangement | Arrival outside reception hours | The vehicle arrives after the reception cutoff | Unloading and receipt confirmation cannot be performed |
| Acceptance Arrangement | Recipient unavailable | The responsible person or authorized recipient is absent | A valid receipt confirmation cannot be obtained |
| Vehicle / Cargo Handling | Vehicle restrictions | A large vehicle cannot enter, park, or access the unloading point | The cargo cannot reach the unloading location |
| Vehicle / Cargo Handling | Forklift not arranged | Delivery of pallets, wooden crates, or heavy cargo | The cargo cannot be removed from the vehicle |
| Vehicle / Cargo Handling | Manual unloading not possible | Weight, dimensions, shape, or center of gravity makes manual handling unsafe | Manual unloading cannot be performed safely |
| Vehicle / Cargo Handling | Palletized cargo not accepted | A store, office, or site cannot receive cargo on a pallet | The cargo cannot be handed over in its existing packing form |
| Documents / Information | Missing documents or identification numbers | A delivery number, order number, reservation number, or entry permit is required | Reception verification cannot be completed |
| Cargo Condition / Receipt | External damage or quantity discrepancy | An abnormality is found at delivery | The delivery destination reserves or refuses receipt |
| Cargo Condition / Receipt | Misdelivery or cargo mismatch | The order, cargo number, or delivery destination does not match | The cargo cannot be accepted as the intended shipment |
Decision Flow When Non-Delivery Is Identified
- Obtain the specific reason for non-delivery from the driver or site representative.
- Confirm whether the cargo can be held safely on the vehicle or at the site.
- Confirm the reception cutoff, responsible person, and possibility of resolving the issue on the same day.
- Determine whether the missing reservation, documents, equipment, or workers can be secured immediately.
- Check the available waiting time, waiting-charge conditions, and effect on subsequent vehicle operations.
- Determine whether another recipient, berth, or handover location can be used.
- When receipt is refused, record the reason, cargo condition, and photographs.
- Decide whether same-day redelivery is possible or the cargo must be returned.
- When cargo is returned, confirm the return location and storage availability.
- Share the proposed action with the customer, delivery destination, delivery company, and warehouse.
- Record the person issuing the return instruction, approval time, and estimated additional charges.
- After return, check the quantity, external condition, and seal condition.
- Correct the cause and finalize all redelivery conditions.
Post-Return Handling Flow
| Stage | Practical Action | Documents to Check | Point of Caution |
|---|---|---|---|
| 1. Site Confirmation | Confirm whether the cause was reception refusal, unloading inability, missing documents, or another issue | Driver report, site photographs, and delivery destination response | Record multiple causes separately |
| 2. Stakeholder Communication | Share the situation among the customer, delivery destination, delivery company, warehouse, and freight forwarder | Call logs, emails, and messages | Clarify who makes the final decision |
| 3. Return Location Decision | Select the delivery company, warehouse, CFS, bonded warehouse, or another facility | Storage availability, operating hours, and rate conditions | Do not return cargo to the original warehouse without approval |
| 4. Cargo Condition Check | Check external condition, quantity, wetness, cargo shifting, seal, and temperature | POD, photographs, and tally records | Distinguish pre-existing abnormalities from incidents during return |
| 5. Storage Conditions | Determine storage location, duration, temperature, security, and handling conditions | Warehouse response, storage instruction, and cargo information | Pay particular attention to hazardous, temperature-controlled, and high-value cargo |
| 6. Removal of the Cause | Arrange reservations, documents, vehicles, equipment, workers, and recipient | New reservation, work order, and delivery destination confirmation | Do not redeliver while the cause remains unresolved |
| 7. Redelivery Instruction | Finalize date, vehicle, cargo handling method, receipt method, and contacts | Redelivery instruction and quotation | Do not reuse the same ambiguous conditions |
| 8. Cost Review | Organize waiting, return, storage, redelivery, transshipment, and additional-work charges | Invoices, time records, and approval records | Match each cost item to its cause |
Decision Branches After Cargo Return
| Decision Item | Conditions Supporting Same-Day Redelivery | Conditions Requiring Later Redelivery | Item to Confirm |
|---|---|---|---|
| Removal of the Cause | A missing number or responsible person can be confirmed immediately | Equipment, vehicle, or workers must be rearranged | Has the cause actually been removed? |
| Reception Hours | The vehicle can return before the reception cutoff | The cutoff or facility hours will be exceeded | Has renewed reception been approved? |
| Cargo Condition | No abnormality exists and the cargo can be redelivered as is | External damage, quantity discrepancy, or inspection is required | Is an incident investigation or insurer notification required? |
| Vehicle Operation | The same vehicle can respond without serious impact on later operations | Vehicle replacement, prolonged detention, or working-hour issues exist | Has the delivery company approved redelivery? |
| Storage | The cargo can be held safely for a short period | Overnight or multi-day storage is required | Is an appropriate storage location available? |
| Additional Cost | The additional cost has been approved | The payer or approver remains unknown | Who is issuing the redelivery instruction? |
The four core questions are whether the cause has been removed, whether same-day redelivery is realistic, whether the cargo can be stored safely, and whether all redelivery conditions are complete.
When these points cannot be confirmed, redelivery should not be rushed solely on the basis of an on-site decision.
Common Practical Cases
| Case | Main Cause | Documents to Check | Key Point for Judgment | Initial Response |
|---|---|---|---|---|
| No reservation and reception refused | Reservation not obtained or not shared | Reservation record, delivery instruction, and delivery destination response | Can a same-day slot be obtained? | Confirm the available reception time and return location |
| Vehicle arrived after the cutoff | Late arrival, preceding delay, or misunderstanding of time conditions | Transport record, reserved time, and reception conditions | Cause of delay and time of change notification | Confirm same-day reception or later redelivery |
| Large vehicle cannot enter | Vehicle restrictions were not confirmed | Facility information, vehicle specification, and site photographs | Is transshipment to a smaller vehicle necessary? | Secure a safe waiting and return location |
| No forklift available | Cargo handling equipment not confirmed | Cargo weight, delivery destination response, and delivery instruction | Can external equipment be arranged on the day? | Do not force unloading; consider alternatives |
| Manual unloading is impossible | Insufficient weight, dimension, or packing information | Packing List, photographs, and weight sheet | Can additional workers or a special vehicle solve the problem? | Stop work and prioritize safety |
| Reception cannot proceed without required numbers | Missing customer information or incomplete delivery instructions | Customer email, delivery request, and reception record | Can the correct number be obtained on the day? | Record information requests and elapsed time |
| Recipient unavailable | Insufficient confirmation of the recipient or contact procedure | Communication history, recipient details, and reception record | Is proxy receipt permitted? | Do not hand over to an unauthorized person |
| Receipt refused because of external damage | Cargo incident or disagreement over cargo condition | POD, photographs, and outbound record | Conditional receipt, inspection, or return | Preserve the cargo and packing materials |
| Second return occurs | The original cause was not removed | First return record, redelivery instruction, and site report | Must the entire delivery arrangement be changed? | Stop redelivery under the same conditions |
Example 1: Cargo Returned Because No Forklift Was Available
Palletized imported cargo was delivered after the customer stated that the delivery destination could receive it, but forklift availability and permission to use the equipment were not confirmed.
When the vehicle arrived, no forklift was available and the pallet could not be removed from the vehicle. No external forklift or alternative vehicle could be arranged on the same day, so the cargo was returned to a warehouse.
Although the direct cause was the missing forklift arrangement, the post-return process also required confirmation of cargo condition, storage location, redelivery vehicle, cargo handling equipment, waiting charges, return costs, and redelivery costs.
Before redelivery, the forklift capacity, fork length, operator, operating time, and working area must all be confirmed.
Example 2: Cargo Returned Because Required Documents Were Missing
The customer provided only the delivery address and preferred date. The delivery number and reservation number required by the distribution center were not included in the delivery instructions.
The vehicle arrived during reception hours, but reception could not proceed. The customer representative could not be reached before the cutoff, and the cargo was returned to the delivery company.
Even when there is no problem with the cargo itself, delivery cannot be completed without the information required for reception. The correct numbers must be obtained and a new reservation made before redelivery.
Cost allocation requires confirmation of whether the customer failed to provide the necessary information or the freight forwarder failed to verify the acceptance conditions.
Example 3: Cargo Returned After Receipt Refusal Due to External Damage
Imported machinery parts packed in a wooden crate were delivered, but the delivery destination found a dent in the crate and refused receipt.
The delivery company preserved photographs of the overall cargo, the damaged area, the loading condition on the vehicle, and the receipt refusal, and returned the cargo to a warehouse.
The next step was not merely to arrange another delivery. The parties needed to decide whether to inspect the cargo, appoint a surveyor, notify the insurer, or determine that redelivery was appropriate.
Cargo return may therefore involve cargo incident handling, evidence preservation, and receipt-refusal procedures in addition to redelivery.
Differences by Type of Delivery Destination
| Delivery Destination | Common Reason for Cargo Return | Items to Confirm in Advance | Point of Caution After Return |
|---|---|---|---|
| Distribution Center | Mismatch in reservation, delivery number, cutoff, or berth conditions | Reservation number, delivery number, reception hours, berth, and receipt method | Do not redeliver without a new reservation |
| Factory | Gate, receiving department, internal rules, or equipment mismatch | Entry procedure, receiving department, internal route, and cargo handling party | Confirm return and re-entry conditions |
| Warehouse | Inbound reservation, document verification, work scope, or cutoff problem | Inbound reservation, documents, working hours, and cargo handling scope | The original warehouse may not accept returned cargo |
| Store | Recipient absence, entrance restrictions, business hours, or manual-unloading problem | Delivery time, recipient, entrance, and unloading method | Do not wait for an extended period on a public road |
| Small Office | Recipient absence, no internal delivery, or elevator restrictions | Recipient, floor, route, and internal-delivery scope | Consider ground-floor handover or a specialist mover |
| Construction Site | Entry gate, responsible person, equipment, or time restrictions | Site name, gate, responsible person, time, and equipment | Reschedule according to the construction program |
| Exhibition Venue | Delivery slot, entry permit, booth number, or designated contractor restrictions | Venue rules, entry permit, booth, time, and recipient | Check the effect on the event schedule and designated-contractor charges |
| Private Residence | Recipient absence, road restrictions, or inability to accept large cargo | Recipient presence, contact details, road width, and unloading method | Do not leave the cargo without authorization |
Importance of Customer Instructions and Acceptance Conditions
The delivery company is not necessarily the sole cause of a cargo return. Freight forwarders and NVOCCs generally arrange delivery based on the delivery destination, cargo information, unloading conditions, required documents, reservation information, and receipt method provided by the customer.
If the customer does not communicate that a reservation is required, that palletized cargo can be accepted, that a forklift is available, or that a specific order number is necessary, delivery may fail at the site.
Conversely, when the information provided by the customer is incomplete or inconsistent and the freight forwarder arranges delivery without further verification, inadequate arrangement may also become relevant.
The practical requirement is to identify when, where, which cargo, by which vehicle, by which unloading method, and to whom delivery will be made.
Additional Charges and Cost Allocation
Cost allocation is not determined merely by the fact that delivery failed. The cause, contract, information provided, prior explanation, delivery instructions, and day-of-delivery actions must be reviewed.
| Cost Item | Main Situation | Documents to Check | Cost-Allocation Caution |
|---|---|---|---|
| Return Cost | Cargo is returned to the delivery company or warehouse | Return instruction, transport record, and site report | Confirm the cause and the person issuing the instruction |
| Waiting Charges | The vehicle waits for a delivery decision or instructions | Arrival time, communication history, and waiting invoice | Confirm the cause and free waiting time |
| Redelivery Cost | Cargo is delivered again after the cause is removed | Redelivery instruction, dispatch record, and revised quotation | Confirm which circumstances caused the first delivery to fail |
| Warehouse Storage Charges | Cargo is stored until redelivery | Warehouse records, storage period, and rate table | Also consider delay in issuing redelivery instructions |
| Transshipment Cost | Cargo is transferred to a smaller vehicle, broken down, or removed from a pallet | Work instruction, photographs, and work invoice | Check whether the work was required from the beginning |
| Vehicle-Change Cost | Changing to a smaller, power gate, or crane-equipped truck | Vehicle specification, cargo information, and change instruction | Check whether the first vehicle selection was appropriate |
| Additional Worker Cost | Additional workers are required for manual unloading or internal delivery | Number of workers, work details, and duration | Distinguish standard delivery from additional work |
| Cargo Inspection Cost | Inspection is required following external damage, shortage, or receipt refusal | Photographs, tally record, and inspection instruction | Distinguish incident investigation from redelivery preparation |
| Insurance / Survey Cost | A possible cargo incident requires investigation | Insurance conditions, incident report, and survey instruction | Confirm prior approval from the insurer |
Conditions to Specify in Quotations and Delivery Instructions
- Return costs when the delivery destination cannot accept the cargo
- Free waiting time and waiting-charge conditions
- Redelivery costs and the party authorized to issue redelivery instructions
- Storage charges until redelivery
- Vehicle change, transshipment, cargo breakdown, and additional worker charges
- Distinction among delivery-destination circumstances, missing customer information, and delivery-company circumstances
- Photographs, cargo preservation, and communication procedures following receipt refusal
- Authority to determine the return location
- Conditions for same-day redelivery
- Additional charges for a second or subsequent return
- Cargo-condition review and disposal decisions during prolonged storage
For example, the quotation may state: “Waiting, return, storage, redelivery, vehicle change, and additional work are charged separately when delivery cannot be completed because of inadequate acceptance conditions, missing required information, unavailable cargo handling equipment, or recipient absence.”
Such wording does not automatically determine the payer. The cause, information provided, confirmation history, and measures taken to prevent further loss must be reviewed in each case.
Risks When Cargo Return Is Repeated
| Risk | Resulting Problem | Items to Confirm | Required Action |
|---|---|---|---|
| Accumulating Costs | Return, waiting, storage, and redelivery costs increase | Unresolved cause, approved costs, and alternatives | Stop redelivery under unchanged conditions |
| Delivery Delay | Sales, construction, production, or exhibition schedules are affected | Final deadline, alternative destination, and urgency | Share the effect with stakeholders promptly |
| Cargo Deterioration | Temperature, humidity, spoilage, rust, or quality deterioration may occur | Storage conditions, cargo characteristics, and acceptable period | Arrange suitable storage and condition checks |
| Cargo Incident | Repeated handling and transport increase the risk of damage | Number of handling operations, packing condition, and securement | Preserve handling records and photographs |
| Complex Liability | The incident stage becomes unclear after multiple transport and storage operations | Handover records and cargo condition at each stage | Preserve POD and photographs for every stage |
| Loss of Value or Disposal | Sale, disposal, or another measure may become necessary | Authority, contract, law, and insurer instructions | Do not sell or dispose of the cargo without authorization |
After a second return, the issue should no longer be treated as ordinary redelivery. The delivery destination, vehicle, cargo handling equipment, documents, recipient, or handover method must be reconsidered.
Comparison of Freight Forwarder Involvement Scope
The five classifications used in this article are not established by law or industry-wide consensus. They serve as an analytical framework within this series to clarify the scope of freight forwarder involvement.
| Standard Five Classifications | Main Involvement with Cargo Return | Contracts / Documents to Check | Points of Caution for Responsibility Assessment |
|---|---|---|---|
| Simple Intermediary | Introduces a delivery company, warehouse, or cargo handling contractor and assists with return-related communications | Scope of intermediary services, emails, and quotation terms | Confirm whether the intermediary undertook to decide the return location or redelivery conditions |
| Cargo Transportation Service Provider | Provides domestic delivery through an Actual Carrier and coordinates return, storage, and redelivery | Contract for transportation service, transport terms and conditions, delivery instructions, and invoice | Cross-check customer conditions with the arrangements made with the Actual Carrier |
| NVOCC / House B/L Issuer | Coordinates post-non-delivery handling during domestic delivery after maritime or multimodal transport | House B/L, transport terms and conditions, quotation, and release records | Distinguish the delivery point under the House B/L from additional domestic return charges |
| Door-to-Door Single Contractor | Manages return and redelivery as part of integrated transport from cargo release to delivery | Through-transport contract, quotation terms, and subcontractor records | Door-to-Door service does not necessarily include unlimited return, storage, and redelivery |
| Agent / Coordinator for Specific Operations | Coordinates a specific return location, warehouse, redelivery vehicle, or cargo handling operation | Individual delegation details, work request, and approval records | Distinguish the delegated coordination task from responsibility for the entire delivery |
Contracting Carrier and Actual Carrier are legal or contractual status concepts and do not replace the standard five classifications used in this article.
Waiting, cargo return, storage, transshipment, redelivery, inspection, and disposal do not themselves constitute a sixth classification. Contractual status and the actual delegated tasks must be confirmed separately.
Evidence to Preserve
| Record | Details to Record | Usage | Points of Caution |
|---|---|---|---|
| Delivery Instructions | Delivery destination, reservation, vehicle, cargo handling, and receipt conditions | Confirming the original arrangement | Preserve change history |
| Arrival and Transport Records | Arrival, reception, waiting, return, and exit times | Confirming delay, waiting, and charges | Cross-check GPS and transport logs |
| Site Report | Reason for non-delivery, delivery destination response, and driver decision | Confirming the cause | Do not use only a vague description such as “delivery refused” |
| Cargo Photographs | Overall cargo, external condition, quantity, seal, and damaged areas | Comparing cargo condition before and after return | Clarify the time and location of photography |
| Receipt Refusal Record | Person refusing, reason, time, and reservations | Incident handling, redelivery, and cost assessment | Record on the POD or in writing where possible |
| Return Instruction | Person issuing instructions, return location, approval time, and cost approval | Confirming storage responsibility and charges | Follow up oral instructions in writing |
| Warehouse Record | Re-entry, quantity, cargo condition, storage start, and release time | Confirming storage duration and condition | Compare against the pre-return condition |
| Redelivery Instruction | Date, vehicle, equipment, documents, and recipient | Confirming removal of the cause and recurrence prevention | State how the conditions differ from the first delivery |
| Invoice Details | Waiting, return, storage, redelivery, and additional work | Checking the amount and payer | Match each cost item to its cause |
Initial Actions When an Incident or Abnormality Is Confirmed
- Preserve the cargo, external packaging, and packing materials safely
- Photograph the overall cargo and abnormal areas before and after return
- Confirm the reason for receipt refusal, discovery time, and person discovering the issue
- Secure the POD, delivery instructions, outbound records, and transport records
- Check quantity, seal, temperature, and external condition
- Share the situation with the customer, delivery destination, delivery company, and warehouse
- Contact the insurance agent or insurer promptly when a cargo claim may arise
- Do not discard packing materials before a survey or unpacking inspection
- Consider advice from a maritime lawyer or another specialist when personal injury or a serious liability dispute arises
- Do not determine liability or coverage before the facts are confirmed
Common Misunderstandings
| Misunderstanding | Actual Concept | Practical Note |
|---|---|---|
| The delivery company is responsible whenever cargo is returned | The delivery destination, missing information, vehicle, documents, or cargo condition may be the cause | Confirm arrival records and the specific reason for non-delivery |
| The freight forwarder must know every acceptance condition | Some information can only be provided by the customer or delivery destination | Clarify the roles of information provision and verification |
| Another delivery on the following day solves the problem | The cargo may be returned again if the cause remains unresolved | Confirm all conditions before redelivery |
| Only the return cost needs to be considered | Waiting, storage, redelivery, transshipment, and vehicle change may also arise | Review the full sequence of charges |
| The reason for receipt refusal does not need to be recorded | It affects incident investigation, redelivery, insurance, and cost allocation | Record the specific reason |
| Cargo can always be returned to the original warehouse | Operating hours, storage capacity, contracts, or bonded status may prevent return | Obtain approval from the return location first |
| Keeping cargo on the vehicle avoids storage | Prolonged detention creates safety, temperature, and driver-management issues | Compare continued waiting with formal storage |
| Using the same vehicle for redelivery is always cheapest | A vehicle change may be required when vehicle restrictions or unloading conditions caused non-delivery | Select a vehicle suitable for the corrected conditions |
| Cargo return is only a cost issue | It may affect cargo condition, delivery deadlines, and contractual performance | Check cargo condition and time limits |
| Cargo may be disposed of freely after prolonged storage | Authority, contract, law, and insurer instructions must be confirmed | Do not sell or dispose of cargo without authorization |
Decision Checklist
| Confirmation Stage | Party to Confirm With | Items to Confirm | Action if Problems Are Found |
|---|---|---|---|
| At Delivery Request Acceptance | Customer | Delivery destination, date, reservation, cargo, vehicle, and unloading conditions | Do not finalize the arrangement until information is complete |
| When Confirming the Delivery Destination | Delivery Destination | Reception, vehicle restrictions, equipment, documents, and recipient | Reflect the conditions in the delivery instructions |
| Upon Vehicle Arrival | Driver | Arrival time, reception status, cargo, and site conditions | Do not begin work when conditions differ |
| When Non-Delivery Is Identified | Driver and Delivery Destination | Specific reason, same-day resolution, and safety conditions | Classify and record the cause |
| When Deciding Whether to Wait | Delivery Company | Free waiting time, expected work start, and subsequent operations | Compare waiting with cargo return |
| Upon Receipt Refusal | Recipient | Reason, cargo condition, quantity, and photographs | Preserve cargo and packing materials |
| When Deciding Cargo Return | Customer and Delivery Company | Person issuing instructions, return location, costs, and storage conditions | Record approval |
| Upon Warehouse Re-Entry | Warehouse | Quantity, external condition, seal, temperature, and storage start | Create an incident record when an abnormality exists |
| When Removing the Cause | Related Parties | Reservation, vehicle, equipment, documents, and recipient | Do not redeliver while any condition remains unresolved |
| When Issuing Redelivery Instructions | Customer and Delivery Company | Date, vehicle, handling, receipt, and emergency contacts | Finalize the instruction in writing |
| When Confirming Additional Charges | Delivery Company, Warehouse, and Cargo Handling Company | Cost item, rate, time, cause, and approver | Preserve the basis for the charge |
| Upon a Second Return | Customer, Delivery Destination, and Delivery Company | Original cause, changed conditions, and unresolved matters | Review the entire delivery arrangement |
| When Non-Delivery Is Prolonged | Customer, Warehouse, and Insurance Parties | Cargo condition, storage period, disposal authority, and further loss | Obtain specialist advice where necessary |
| Upon Delivery Completion | Recipient | Quantity, external condition, POD, receipt time, and reservations | Preserve the final result in the shipment record |
Important Points When Explaining to Customers
Customers may assume that the cargo will automatically be accepted once it reaches the delivery destination. In practice, domestic delivery cannot be completed when the reservation, reception hours, vehicle restrictions, cargo handling equipment, required documents, or recipient arrangements are incomplete.
The freight forwarder should not merely ask whether the delivery destination can receive the cargo. Specific questions should address reservation numbers, reception cutoffs, vehicle access, forklift availability, acceptance of palletized cargo, required documents, and the identity of the authorized recipient.
The conditions for waiting, return, storage, redelivery, and vehicle-change charges should also be explained in advance, together with the contact and decision-making authority when delivery fails.
Accurately communicating the necessary information to the customer and preventing differences in understanding contributes to safe and reliable delivery.
Summary
Non-delivery and return of imported cargo occurs when cargo reaches the delivery destination but domestic delivery cannot be completed because of acceptance conditions, vehicle restrictions, cargo handling, documents, cargo condition, or receipt arrangements.
The cause, cargo condition, return location, storage conditions, redelivery requirements, and additional charges must be confirmed in sequence.
Redelivery while the cause remains unresolved may result in a second or subsequent return and accumulating waiting, storage, redelivery, and cargo-incident risks.
Cost allocation must not be based only on the fact of cargo return. Customer information, delivery-destination conditions, freight forwarder verification, delivery-company operations, cargo condition, and day-of-delivery instructions must be reviewed against the records.
Confirming acceptance conditions before delivery, preserving the cargo safely after non-delivery, removing the cause, and finalizing all redelivery conditions are fundamental to preventing further loss and recurrence.
