Loss Definitions - Order Support

There are two basic types of losses from the perspective of how the claims will be managed:

  1. Lost/Pilfered Cargo: The items shipped are not received and therefore, lost in transit
  2. Damaged Cargo: The items shipped are received in a damaged condition.

Lost/Pilfered Cargo:

Lost: A shipment is determined to be lost when the items have not been delivered and freight forwarder confirms that box is missing. The freight forwarder has 7 days to confirm status of shipment. The 7-day clock starts upon the first day the shipped item cannot be located.

Pilfered: A shipment is considered to be pilfered when the boxes have been delivered and the boxes show evidence of tampering (i.e.: broken seals). In this case boxes should be opened immediately to determine if content is missing.

Short or Mis-shipment: In this case, the products delivered do not match the confirmed order, but the delivered boxes show no evidence of tampering, Cisco’s customer cannot submit a transit claim under the cargo policy, since there is no basis for a claim (no loss in transit). In these cases, the customer should contact Cisco Customer Service.

Damaged Cargo:

Constructive Total Loss: Defined as any physical damage to the kit that potentially impacts functionality (e.g. evidence of any form of shock/warping, water damage, etc.). Cisco requires that their customer inspect incoming shipments for any damage to packaging or evidence of water damage.

If there is evidence of damage to packaging/crate/etc, damage should be noted on POD and photographed. Boxes should then be opened. After confirming no content is missing and if visible damage to equipment is identified, the customer should contact Cisco Customer Service to submit claim for damage.

Partial Loss: Defined as minor cosmetic damage to the carton, pallet or minor scratch to chassis. In these cases, the claim would be based on cost to repackage or to repair the cosmetic damage or replacements.

Dead on Arrival: This is defined as a system that will not power up and function yet no damage to packaging or unit was noted upon receipt of shipment. If there is proof that this condition occurred in transit, underwriters will replace the malfunctioning part (s). If there is no evidence of a loss in transit, Cisco will construe this to be a pre-shipment condition and will ask customers to contact Cisco’s Technical Assistance Center, using their Cisco service contracts.