The Importance of Receiving Shipper Change Instructions via Email
Interlink編集部Overview
In freight forwarder practice, you may receive instructions from shippers to change delivery locations, delivery dates, correct B/L details, switch to Surrender, arrange insurance, or modify customs information.
Change instructions alter the original quoted terms and arranged services. Handling these only by phone or verbally can often lead to disputes later over additional costs, delivery delays, misdeliveries, B/L errors, lack of insurance arrangements, and scope of responsibility.
This article clarifies why it is necessary to keep records via email when receiving change instructions from shippers, what kinds of instructions should always be documented in writing, and how freight forwarders should respond in actual logistics practice.
Scope Covered in This Article
| Item | Content covered in this article | Content covered in other articles in detail |
|---|---|---|
| Recording Change Instructions | Focuses on the importance of recording changes such as delivery location changes, delivery date changes, B/L corrections, insurance arrangements, and customs information changes via email. | The risks of acting only on verbal instructions are discussed in detail in the article related to verbal instructions. |
| Relationship to Quotation Terms | Clarifies that change instructions alter the original quoted terms, cost scope, delivery schedule, and scope of responsibility. | Details on quotation terms, additional costs, and standard trading conditions are covered in the article related to quotation terms. |
| B/L Corrections and Surrender Switch | Discusses the risks of progressing with B/L shipper, consignee, notify party, surrender, and Sea Waybill switching instructions based solely on verbal directions. | Details on B/L corrections, surrender B/L, and Sea Waybill are discussed in their respective document articles. |
| Insurance Arrangement | Covers the necessity of confirming insurance arrangement requests, instructions to discard insurance, or insurance value changes via email. | Marine cargo insurance, insurance claims, and separation of freight forwarder liability are handled in the marine cargo insurance-related articles. |
| Evidence Documents After Accidents | Explains how change instruction emails can serve as explanatory materials for additional cost claims, misdelivery, lack of insurance, and subrogation after an accident. | Claim Letter, Survey Report, subrogation, and accident response flows are covered in the cargo incident-related articles. |
| Internal Rules | Sets out which change instructions always require email confirmation and when managerial approval is necessary. | Basic transaction contracts, internal approval flows, and standard trading condition development are covered in detailed separate articles. |
Change Instructions Constitute a New Agreement
Change instructions from shippers are not mere notifications. In many cases, they represent a new agreement that modifies original quotation terms, booking details, delivery conditions, B/L content, and insurance conditions.
For example, changing the delivery destination could affect delivery distance, vehicle requirements, delivery timing, waiting charges, and redelivery costs. Changing the B/L consignee may impact cargo handover, payment settlement, insurance claim rights, and subrogation.
In other words, change instructions are not just simple "minor corrections" but actions that modify the cost and responsibility assumptions. Therefore, change instructions should not be handled by phone alone but need to be recorded by email or written document.
Practical Decision Flow for Keeping Change Instructions by Email
| Step | What to Confirm | Information to Include in Email | Practical Notes |
|---|---|---|---|
| 1. Receive Change Instructions | Confirm whether the instruction was given by phone, verbally, chat, or email. | If by phone or verbally, send a confirmation email from the forwarder side. | Even if told "I'll email later," send a brief confirmation email first. |
| 2. Classify Change Details | Confirm if the change is related to delivery changes, B/L corrections, insurance, customs information, cargo details, or schedule changes. | Clearly specify the details before and after the change, the reason for change, and requested change date. | Be especially cautious with B/L, insurance, customs registration names, and delivery destination changes. |
| 3. Confirm Possibility of Additional Costs and Delays | Confirm the possibility of additional fees, re-arrangement fees, waiting charges, storage fees, Demurrage, Detention, and delivery schedule changes. | State that additional costs or delays may occur. | Even before finalizing costs, it is important to communicate that costs or delays could arise. |
| 4. Determine Whether Approval Is Required | Check if the change is significant, such as B/L corrections, consignee changes, instructions to discard insurance, or large additional costs. | Include a request for approval confirmation reply from the shipper. | Changes to important documents should not proceed based solely on staff judgment. |
| 5. Keep Records Even After Starting Arrangements | Confirm the time the change arrangement started, communications to related parties, and details of re-arranged arrangements. | Record “Change arrangements will commence as per the following details.” | Even for urgent cases, maintaining minimal records serves as protection materials. |
Changes That Should Be Confirmed by Email
Not all communications need to be long emails. However, the following change instructions should always be confirmed by email or in writing.
- Change of delivery location
- Change of delivery date or delivery time
- Change of delivery method or vehicle conditions
- Changes to the B/L shipper, consignee, or notify party
- Switching to Surrender B/L or Sea Waybill
- Changes to customs registration name or importer name
- Changes in product description, quantity, weight, price, or country of origin information
- Requests to arrange or not arrange marine cargo insurance
- Changes regarding hazardous goods or temperature-controlled cargo conditions
- Urgent arrangements, changes to the scheduled vessel, or switching to air freight
- Changes in packing methods, stowage methods, or handling conditions
These items tend to become issues regarding who gave the instruction and what was changed, especially if problems occur later.
Risks by Type of Change Instruction
| Type of Change | Risks Without Email Records | Points to Confirm | Recommended Confirmation Format |
|---|---|---|---|
| Change of Delivery Destination | Disputes over misdelivery, redelivery charges, waiting fees, and vehicle change costs. | New address, delivery date, receiving hours, vehicle requirements, unloading conditions, possibility of additional charges | Send a confirmation email listing the new address and conditions after the phone call. |
| Change of Delivery Date/Time | Uncertainty over who bears storage fees, demurrage, detention, and re-arrangement charges if incurred. | Schedules before and after change, preferred delivery time, reason for change, free time, storage fee start date | Clearly state the revised schedule and potential for additional charges. |
| B/L Correction | Issues with cargo delivery, L/C settlement, D/O exchange, and insurance claims. | Correction points, corrected draft, approver, issuance timing, correction costs | Accept correction details by email and request approval reply for the corrected draft. |
| Surrender / Sea Waybill Switch | Disputes over cargo delivery authority and release procedures. | Target B/L for switch, original B/L recovery status, release party, shipper approval, local agent instructions | Arrange after receiving switch instructions and approval by email. |
| Insurance Arrangement / Instruction of No Insurance | Disputes after an incident concerning lack of insurance arrangement or insufficient coverage conditions. | Insurance amount, insured party name, transport segment, insurance conditions, premium, instruction not to insure | Keep an email clearly stating whether insurance was arranged or not. |
| Customs Information Change | Disputes over customs delays, corrected declarations, inspections, additional costs, and licenses/permits deficiencies. | Product name, quantity, weight, price, origin, HS code, importer name, usage | Have the revised documents attached or clearly stated, then forward to the customs broker. |
| Dangerous Goods / Temperature Condition Change | Issues with shipment refusal, delivery refusal, temperature incidents, additional charges, and potential insurance exclusion. | SDS, UN number, temperature conditions, packaging conditions, acceptance status, insurance conditions | Receive revised documents by email and confirm with shipping company, CFS, and insurer. |
| Urgent Arrangements / Switch to Air Freight | Disputes over additional freight, cancellation fees, and whether delivery deadlines are guaranteed. | Desired delivery date, alternative options, additional costs, cancellation fees, responsibility for delays | Confirm emergency arrangement conditions and additional fees in a brief message. |
Reasons to Keep Change Instructions by Email
The reason for keeping change instructions by email is not just for internal management.
In the event of incidents or additional costs, the shipper, insurer, carrier, NVOCC, and lawyers will check what instructions were given before the incident.
What matters is not the staff’s memories but objective documents such as emails, quotations, Booking Confirmations, B/L drafts, instruction sheets, or internal records.
If emails exist, it becomes easier to explain statements like “This change was made on the shipper’s instruction,” “The possibility of additional charges was communicated in advance,” or “We did not receive a request for insurance arrangement.”
Conversely, without records, disputes may arise as “said” versus “did not hear,” weakening the freight forwarder’s ability to explain.
Issues Often Arising from Change of Delivery Destination
Changing the delivery destination is a common change instruction in actual logistics practice.
However, when the delivery location changes, not only the delivery distance but also vehicle restrictions, unloading conditions, receiving hours, forklift availability, waiting fees, returns to shipper, and redelivery charges may change.
If arrangements are made just upon a phone call saying “Please change the delivery destination” without further confirmation, the shipper may later dispute additional charges, saying “We were not informed that costs would change to that extent.”
Upon receiving a delivery destination change, the new address, desired delivery date, receiving hours, vehicle conditions, unloading terms, and potential additional charges should be confirmed by email.
Exercise Extra Caution with B/L Corrections and Surrender Changes
B/L corrections and switching to Surrender B/L should not be handled based solely on verbal instructions.
Items such as the Shipper, Consignee, Notify Party, product description, quantity, shipment date, freight terms, and surrender indication on the B/L all affect cargo delivery, L/C settlement, D/O exchange, insurance claims, and subrogation.
Especially changes to Consignee or Notify Party are not mere display changes but critical matters affecting cargo receiving authority and notification destinations.
For B/L corrections, the freight forwarder should receive the correction details by email from the shipper, have the shipper re-confirm the corrected B/L draft, and obtain approval before issuing or amending the B/L.
“Corrected based on phone instructions” is very risky if problems arise after the incident or during cargo delivery disputes.
Change Instructions Regarding Marine Cargo Insurance
Change instructions related to marine cargo insurance should also always be confirmed by email.
If the insured amount, insured party name, transport segment, insurance conditions, shipment date, or cargo details change, these affect the coverage.
Also, if the shipper instructs “insurance is not required,” it is important to keep this instruction in writing. After an incident, there is a risk the shipper may claim “We assumed insurance was arranged” or “We never said insurance was unnecessary.”
For insurance arrangements, it is effective to keep confirmation statements such as “We have received instructions that insurance is not required for this cargo” or “As of this email, we have not received a formal request to place marine cargo insurance.”
Do Not Skip Email Confirmation Even for Urgent Cases
In urgent cases, the shipper may say, “Please proceed first; I will send the email afterward.”
Even then, the freight forwarder should send a short confirmation email.
For example, sending a message like “For immediate action, we will start arrangements based on our recent phone call as described below. Please notify us immediately if there are any discrepancies,” at least records what understanding the forwarder acted upon.
The more urgent the case, the easier it is for costs and scopes of responsibility to become unclear. It is important not to skip recording because of urgency, but rather to leave brief records precisely because the matter is urgent.
Sample Confirmation Emails to Send to the Shipper
When receiving change instructions from the shipper, the following confirmation emails are practical to use in actual logistics operations.
- "Regarding the instructions you gave by phone earlier, we will proceed with the changes as outlined below. Please contact us immediately if there are any discrepancies."
- "Please note that this change may incur additional charges, alterations to delivery dates, vehicle changes, waiting fees, etc. Such charges will be invoiced separately at actual cost if they occur."
- "We have received the corrections to the B/L as detailed below. Please review the revised draft and reply with your approval if there are no issues."
- "At the time of this email, we have not received a formal request for marine cargo insurance. If insurance is required, please provide instructions including the insurance amount, insured party name, transport section, and insurance terms."
These emails do not need to be long. It is important to briefly confirm the content of the changes and the associated risks.
Confirmation Phrases in English
When receiving change instructions from overseas shippers or overseas agents, the following expressions can be used.
| Situation | English Phrase | Practical Use |
|---|---|---|
| Confirming a change instruction | As instructed, we will proceed with the change based on the details below. Please confirm immediately if any of the following details are incorrect. | Used to confirm change instructions received by phone or chat via email. |
| Notifying possibility of additional costs | Please note that any additional costs, delay, re-arrangement charges, waiting charges, storage, demurrage or detention arising from this change shall be charged separately at actual cost. | Used when there is a possibility of additional charges due to delivery changes, consignee changes, or schedule alterations. |
| Confirming B/L corrections | Please review the revised B/L draft carefully and confirm your approval before issuance. We will proceed based on your written confirmation. | Used to request confirmation and approval of the B/L draft after corrections. |
| Confirming insurance has not been arranged | Cargo insurance is not included unless we receive your written instruction with the required details for insurance arrangement. | Used to confirm that insurance will not be arranged automatically. |
| Starting arrangements urgently | Based on your urgent instruction by phone, we will start the arrangement as below. Please advise us immediately if any detail is different from your instruction. | Used when urgent cases require starting arrangements before full confirmation. |
How Change Instructions Are Used After an Incident
If cargo accidents or additional cost disputes occur, emails containing change instructions become important evidence for defense.
For example, if the shipper instructs a delivery address change resulting in costs for small vehicle transshipment or waiting charges, having emails documenting the change instruction and explanation of additional costs can make it easier to explain cost responsibility.
Also, if a cargo delivery dispute occurs after the B/L consignee has been changed per the shipper's instruction, these documents show whose instruction authorized the change of ownership.
Regarding marine cargo insurance, if the shipper replied by email that insurance was unnecessary, it may reduce disputes over insurance non-arrangement after an incident.
Change instruction emails are not simply routine communications. After an incident, they serve as important documents illustrating the scope of tasks the freight forwarder has undertaken.
Cases That Often Cause Problems in Practice
| Case | Common Points of Dispute | Documents to Check | Practical Notes |
|---|---|---|---|
| Case where B/L correction was accepted orally and caused trouble | Disputes arise over whether formal approval for consignee change was obtained. | Phone memo, B/L Draft, correction request email, approval email, issued B/L | B/L corrections should have the correction details and approval of the revised draft confirmed via email. |
| Case where dispute arose after accident due to verbal instruction that insurance was not needed | The issue is whether the shipper said insurance was unnecessary or the freight forwarder did not arrange it. | Insurance notification email, insurance waiver response, quotation, accident report, insurance application record | Instructions waiving insurance must always be documented by email. |
| Case where additional charges were disputed due to telephone instruction to change delivery destination | Depending on the post-change delivery destination conditions, standby fees, redelivery charges, and small vehicle transshipment fees may apply. | Delivery request, delivery destination change email, vehicle arrangement record, additional cost details | Confirm the changed address, reception hours, vehicle conditions, and possibility of additional costs. |
| Case where storage fees were incurred due to delivery date change | The problem is whether the delay in pickup was caused by the shipper or late arrangement by the freight forwarder. | Delivery date change instruction, CFS storage fee details, Free Time conditions, pickup reservation record | Confirm the delivery date change and storage fee start date by email. |
| Case where oral instruction to switch to Surrender caused release troubles | The issue is who approved the switch to Surrender and what the status of original document collection was. | Original B/L, Surrender request, approval email, agent instruction, release record | Surrender switches should always be performed after written approval. |
| Case where verbal changes to customs clearance information led to declaration errors | The changes to description, quantity, price, origin, and HS code are unclear. | Invoice, Packing List, revised documents, customs broker instructions, declaration documents | Customs clearance information changes should be confirmed by receiving revised documents via email. |
| Case where additional airfreight charges were disputed due to urgent arrangements | The issue is who should bear the extra costs for switching flights or arranging alternative flights. | Urgent request email, alternative flight information, additional freight quotation, approval reply | Even for urgent arrangements, approval of additional costs should be documented by a brief email. |
| Case where temperature condition changes were not recorded and led to cargo damage | It becomes unclear who instructed the changed temperature setting and who confirmed it. | Temperature instructions, booking record, temperature setting record, insurance terms, accident report | Temperature conditions, including numeric values, tolerances, segments, and responsibility divisions, should be recorded by email. |
Verification Checklist
| Situation for Confirmation | Counterparty to Confirm | Items to Confirm | Response if Issues Arise |
|---|---|---|---|
| When receiving change instructions by phone | Shipper, sales representative, operations personnel | Change details, conditions before and after change, preferred date/time, possible additional charges | Send a confirmation email immediately after the call. |
| When receiving delivery destination change | Shipper, delivery company, operations personnel | Address, reception hours, vehicle conditions, unloading conditions, redelivery charges, standby fees | Clearly state the possibility of additional charges by email. |
| When receiving B/L corrections | Shipper, operations personnel, overseas agents | Correction points, revised draft, approver, issuance deadline, correction charges | Obtain approval reply for the revised draft before proceeding. |
| When receiving Surrender / Sea Waybill switch requests | Shipper, operations personnel, overseas agents | Applicable B/L, original document collection status, switch instructions, local release conditions | Confirm email approval and keep records of instructions to agents. |
| When receiving insurance arrangement or waiver instructions | Shipper, insurance personnel, sales representative | Insured amount, insured party, coverage segment, insurance terms, waiver instructions | Clearly record whether insurance was not arranged or waived. |
| When receiving customs information changes | Shipper, customs broker, operations personnel | Description, quantity, price, origin, HS code, importer name, use | Receive revised documents by email and keep forwarding records to customs brokerage. |
| When receiving urgent arrangement requests | Shipper, sales representative, operations personnel, agents | Requested delivery date, additional costs, alternative methods, cancellation fees, delay risks | Keep brief confirmation emails as basis for arrangements. |
| When confirming change instructions after an accident | Shipper, insurance company, carrier, agents | Change instruction emails, additional cost explanations, approval replies, internal records | Organize chronologically and clarify whose instructions caused what changes. |
Scope of Freight Forwarder Involvement
| Scenario | What Can Be Supported | What Should Not Be Stated as Definitive | Practical Notes |
|---|---|---|---|
| Acceptance of Change Instructions | Organize the shipper’s instructions and confirm conditions before and after the change. | Treat verbal instructions alone as final confirmation of important changes. | Email confirmation is mandatory for important changes. |
| Explanation of Additional Charges | Inform in advance that additional charges may occur due to the change. | Definitively state that no additional charges will occur before costs are confirmed. | Even before costs are finalized, the possibility will be communicated by email. |
| B/L Correction | Organize the correction details and request confirmation of the corrected draft. | Change Consignee or Notify Party based only on phone conversations. | Keep approval replies to the corrected draft. |
| Insurance Arrangement | Provide information needed for insurance arrangement and clearly identify whether insurance is arranged or not. | Decide insurance is arranged or unnecessary while insurance instructions remain unclear. | Clearly distinguish between insurance not arranged, insurance not required, and formal insurance request. |
| Urgent Cases | Keep a short confirmation email to document on what understanding arrangements started. | Think that records can be skipped because it is urgent. | Urgent cases require short, immediate records. |
| Post-accident Response | Organize change instruction emails, approval records, and additional cost explanations chronologically. | Definitively state that instructions were from the shipper without records. | Explain based on objective materials. |
Internal Rules That Should Be Established
If change instructions are left solely to individual staff, the response will vary case by case.
Freight forwarding companies should establish internal rules requiring email confirmation for the following kinds of change instructions:
- B/L corrections
- Consignee or Notify Party changes
- Surrender or Sea Waybill switches
- Delivery destination changes
- Changes to delivery date or time specifications
- Insurance arrangement or indication that insurance is unnecessary
- Changes in conditions for dangerous goods or temperature-controlled cargo
- Changes in customs declaration or importer names
- Changes that could incur additional charges
Also, to avoid unilateral judgment by staff, obtaining managerial approval for additional charges over a certain amount or significant document changes is effective.
Case Study 1: Trouble Caused by Receiving B/L Correction by Phone
In an export case, the shipper called and requested “Please change the Consignee.” The person in charge judged it urgent and proceeded with the B/L correction without obtaining email confirmation.
Later, the cargo was delivered at the destination based on the corrected B/L, but afterwards it became an issue within the shipper’s company that “the name change was never officially approved.”
The freight forwarder explained that the instruction was received by phone from the shipper’s contact, but there were no emails confirming the instructions or approvals for the corrected B/L draft.
Although this did not immediately establish legal liability for the freight forwarder, it required significant time for internal explanations, negotiations with the shipper, and coordination with the destination party, worsening the relationship with the shipper.
In this case, if after the phone call the forwarder had sent an email like “We have understood your instruction to change the Consignee as below. Please review the corrected draft and reply with your approval,” it would have greatly reduced potential disputes.
Case Study 2: Dispute After Accident with Verbal Instruction That Insurance Is Unnecessary
At the time of import cargo arrangement, the shipper said by phone, “I think insurance is unnecessary this time.” The person in charge understood that insurance was not required and did not arrange marine cargo insurance. However, this was not confirmed by email.
After the cargo was damaged during transport, the shipper asserted, “We never officially said insurance was unnecessary,” and “We thought the cargo was insured as usual.” The freight forwarder explained that they heard insurance was not required by phone, but lacked objective records.
Such cases cause not only problems related to lack of insurance arrangement but also issues with explanations to the shipper, internal approvals, and deterioration of post-accident relationships. If short emails like “We have understood that marine cargo insurance is unnecessary as instructed” or “We have not received formal insurance requests for this cargo as of now” were left, disputes could be greatly reduced.
Case Study 3: Additional Charges Disputed After Phone Instruction to Change Delivery Destination
Just before delivery of import cargo, the shipper requested a change of delivery destination by phone. Because it was urgent, the person in charge only informed the delivery company of the new address and did not send a confirmation email to the shipper.
The new delivery location had vehicle restrictions that prevented large trucks from entering. As a result, the cargo had to be transshipped to smaller vehicles, waited for, and redelivered, incurring additional charges. The shipper claimed, “We were not told that changing the address would result in extra charges.”
In this case, the new address, time of instruction, vehicle restrictions, unloading conditions, and possible additional charges should have been confirmed by email. A delivery destination change is not just an address change, but an instruction that changes delivery conditions and cost conditions as well.
Common Misunderstandings
| Common Misconceptions | Actual Perspective | Practical Considerations |
|---|---|---|
| Agreements made over the phone are sufficient on their own | Even if there is a phone agreement, the ability to explain weakens without a record that can be checked later. | Send a confirmation email after important change instructions given by phone. |
| Email can wait if it’s urgent | The more urgent the matter, the more likely costs and responsibility areas become unclear. | Send a brief confirmation email before or just after starting arrangements. |
| B/L corrections are minor tasks | B/L corrections are important changes affecting cargo delivery, settlement, insurance, and claims. | Keep email approval for correction details and the revised draft. |
| Verbal instructions to waive insurance are enough | Insurance not arranged becomes a point of dispute after accidents, so instructions to waive insurance also need to be documented. | Clearly confirm insurance arrangement or waiver by email. |
| Changing the delivery destination is just about updating the address | Changing the delivery destination may affect vehicle requirements, reception hours, waiting charges, and re-delivery costs. | Confirm not only the new address but also delivery conditions and potential additional costs. |
| Confirming by email looks like doubting the shipper | Email confirmation is not about doubting the shipper, but a practical step to align both parties’ understanding. | Send confirmation emails concisely and professionally. |
| It’s fine as long as the responsible persons understand each other | After an incident, people other than the responsible staff, like insurance companies, carriers, and lawyers, check the records. | Keep objective documentation, not just relying on responsible persons’ memories. |
| Change instruction emails are only for internal management | Change instruction emails serve as explanatory materials for additional costs, insurance not arranged, and cargo delivery after incidents. | Save them in a way that clearly shows who instructed what changes. |
Practical Considerations
Shipper’s change instructions are not mere communication but important directives that alter the original arrangement terms and areas of responsibility.
Changes such as delivery destination, B/L corrections, insurance arrangements, customs declaration name changes, and delivery condition changes must always be documented by email or written form.
Having change instructions confirmed by email will serve as important explanatory material for freight forwarders regarding additional costs, incident responses, cargo delivery, unarranged insurance, and subrogation.
The important point for freight forwarders is not to distrust the shipper’s instructions, but to transform those instructions into a form that can be explained later. This is the most fundamental risk management practice to prevent operational troubles.
Summary
Change instructions from shippers can become new agreements that modify the initial quotation terms, booking details, delivery conditions, B/L content, and insurance terms.
Processing change instructions only by phone or verbally increases the risk of disputes later involving additional costs, delays, misdelivery, B/L errors, unarranged insurance, and responsibility allocation.
It is essential to always keep records by email for changes such as delivery destination, B/L corrections, switching to Surrender, insurance arrangements, customs information changes, and hazardous or temperature control conditions. Emailing change instructions is not about doubting the shipper but a basic operational practice to align both parties’ understanding and create a traceable explanation for future reference.
