RUOMEI / BUYER’S GUIDE
A Custom Sign Arrived Damaged: What to Record Before Repacking
Keep the sign, carton and packing together while you record what arrived. Take a complete product view, close-ups of the issue and photos showing how it was packed. Then contact your project representative and the party handling the shipment with the order and tracking references.
Intact product reference only, not a damage case. For an arrival report, use photographs of the actual item, its package and the affected areas.
1. Show the whole item before the close-up
Photograph the complete sign and identify the product reference, size and affected quantity. Then take close-ups of the damage from views that explain its location. For several units, link each set of images to the correct item or carton reference.
Describe what you can observe: a cracked edge, a bent part or a missing item, for example. Avoid deciding the cause from the first photograph. The factory and transport party need a clear record of the condition before responsibility or a remedy can be assessed.
2. Record the package and keep the packing materials
Show the outside of the carton, the shipping label and the product’s position in the packing. Include any visible carton damage and the protective material around the affected part. If the carton looks intact, record that too.
FedEx’s claims guidance asks customers to retain the original packaging and contents until the claim is resolved. Check the requirements for your actual carrier or forwarder before discarding, returning or repacking the shipment.
3. Put the references beside the photographs
| Record | What to include |
|---|---|
| Order and item | Order reference, product/version and affected quantity. |
| Shipment | Tracking or shipment reference, carton number if available, and receipt date. |
| Product evidence | Complete view, close-ups and a short factual description. |
| Packing evidence | Outer carton, label, protective materials and the item’s original position. |
| Approved reference | The relevant drawing, configuration or sample approval. |
Keep the original files together. Share shipment labels and order documents privately with the people handling the case; they may contain contact details that do not belong in a public review.
4. Contact the project representative and the transport party
Send one organised report to your RUOMEI project representative. If transport was arranged through your forwarder, contact them with the same references. Ask who should handle the carrier process and what evidence or inspection they need.
The UPS supporting-document guide lists product-and-packing photos, the shipping label and the outer package for damage documentation. Requirements and reporting periods vary by carrier, service and route. Check them promptly for the actual shipment.
5. Agree the next step before arranging a return or repair
Do not book a return or commission a repair on the assumption that its cost has already been accepted. Ask what needs inspection and what should remain available. Keep any proposed action and cost agreement with the report.
RUOMEI checks a reported issue against the approved drawing and configuration. An arrival report does not by itself establish whether the cause was manufacturing, transport or something else. Confirm the handling separately rather than treating a carrier claim and a product correction as the same decision.
6. Send a report that identifies the affected goods
Start with the order reference, shipment reference, affected product and quantity, then attach the product and packing record. State when the issue was found and what has happened to the item since receipt. If a view or document is missing, identify it rather than replacing it with an assumption.
For an existing order, contact your project representative first or include that reference in the form below. For a new custom LED light box project, discuss the packing and delivery requirements before production.
FROM YOUR BRIEF TO THE NEXT STEP
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