Capability template for customer support and service
Freight shortage record packet
When a receiver reports missing or damaged freight, the claims coordinator gets one packet lining up dispatch quantities, warehouse scans, bill of lading, proof of delivery, photos and the customer report, with each unanswered question listed. It assigns no fault and sends nothing.
Listed under
Add it to a workflow in the Fully Powered Planner, beside the teams and roles that will run it. Book a fit call
The outcome
A call comes in that six chairs were not on the pallet, or that two table tops arrived chipped. The records that could explain it sit in six places: the customer's report, the packing list, the warehouse scanner, the bill of lading, the receiver's signed delivery paper and a folder of photos. This capability reads them together and gives you the story in one page, in the order the freight travelled.
For every line the customer reports, you see how many were dispatched, picked, loaded, written on the bill of lading and signed for, with the record behind each figure. The first place the number changes is named. A record that does not exist is listed on its own, apart from a record that exists and disagrees with another, so a missing scan is never mistaken for a count that does not match. The words written on the delivery paper and the captions on the photos are quoted exactly as they were written.
It ends with a numbered list of what nobody has answered yet. Deciding what the records mean, who is responsible and what to say to the carrier or the customer stays with you.
Who starts the work, and when
The claims coordinator starts it the day a receiver reports a shortage or damage, once the records have been pulled for that one shipment. Run it again when a missing record turns up or the customer sends more photos.
The claims coordinator verifies the packet against the originals and decides every follow-up with carriers, customers and the warehouse. The capability states no liability and no legal or claim position, approves no credit and sends nothing.
What they supply
- The customer report: one row for each reported line, with the item, the kind of problem, the quantity, the date, who reported it and their note.
- The dispatch lines from the packing list: item, description, quantity, unit and dispatch date.
- The warehouse scans for the shipment: picked and loaded events with quantities, times and places.
- The bill of lading rows: item, quantity stated and any remark.
- The proof of delivery rows: quantity signed for, delivery date, whether it is signed and any exception note.
- The photo log: one row for each photo, with the item if it is known, the date, who took it and a caption.
- Settings: today's date, your company, the claims coordinator, and the words your records use.
Every file's column headers are checked first. If one does not match, the work stops and asks which column is which. It works from files you supply and needs no connection to your systems.
What comes out
One packet in a fixed order: a summary, one block for each reported line with its quantity chain, scans, remarks and photos, the other lines on the shipment that do not agree, photos not tied to a line, the records that are missing, the figures that conflict, and a numbered question for the claims coordinator on every reported line and every other line with a gap. A section with nothing in it says "None."
Every figure names the scan, row or document it comes from, so each can be checked against the originals.
An invented example
Illustrative example with invented data. The business, the customer, the item codes, the document numbers, the quantities and every date below are invented. The business is an invented regional distributor, called the Distributor here. On the morning of Tuesday 10 November 2026 its claims coordinator asks for the packet on one delivered shipment, SH-2210, after the receiving lead at Customer A reported a shortage and damage on the day after delivery. People are referred to by role.
The inputs come first, in full, so the template can be run on them. The packet follows.
The inputs
1. Settings (typed by the claims coordinator)
Company: the Distributor
Today: 2026-11-10
Claims coordinator: the claims coordinator
All other settings: use the defaults
2. Customer report
report_id,shipment_ref,item_code,issue,qty_affected,unit,reported_date,reported_by,note
R-1,SH-2210,CHR-110,short,6,each,2026-11-06,Customer A receiving lead,Six chairs missing from pallet
R-2,SH-2210,TBL-220,damaged,2,each,2026-11-06,Customer A receiving lead,Two table tops damaged
3. Dispatch lines
shipment_ref,line,item_code,description,qty_dispatched,unit,dispatch_date
SH-2210,1,CHR-110,Folding chair,40,each,2026-11-03
SH-2210,2,TBL-220,Trestle table,12,each,2026-11-03
SH-2210,3,CRT-330,Storage crate,60,each,2026-11-03
4. Warehouse scans
scan_id,shipment_ref,item_code,event,qty,scan_time,location
S-01,SH-2210,CHR-110,picked,25,2026-11-03 07:40,Aisle 4
S-02,SH-2210,CHR-110,picked,15,2026-11-03 07:52,Aisle 4
S-03,SH-2210,CHR-110,loaded,40,2026-11-03 09:10,Dock 2
S-04,SH-2210,TBL-220,picked,12,2026-11-03 08:05,Aisle 9
S-05,SH-2210,TBL-220,loaded,12,2026-11-03 09:12,Dock 2
S-06,SH-2210,CRT-330,picked,60,2026-11-03 08:20,Aisle 2
5. Bill of lading
bol_number,shipment_ref,item_code,qty_stated,unit,remark
BOL-9051,SH-2210,CHR-110,40,each,Shipper load and count
BOL-9051,SH-2210,TBL-220,12,each,Shipper load and count
BOL-9051,SH-2210,CRT-330,54,each,Shipper load and count
6. Proof of delivery
pod_id,shipment_ref,item_code,qty_signed,unit,delivery_date,signed,exception_note
POD-77,SH-2210,CHR-110,34,each,2026-11-05,yes,6 chairs not on pallet
POD-77,SH-2210,TBL-220,12,each,2026-11-05,yes,
POD-77,SH-2210,CRT-330,54,each,2026-11-05,yes,
7. Photo log
photo_id,shipment_ref,item_code,taken_date,taken_by,caption
PH-1,SH-2210,TBL-220,2026-11-06,Customer A receiving,Table top corner chipped
PH-2,SH-2210,TBL-220,2026-11-06,Customer A receiving,Second table top cracked edge
PH-3,SH-2210,,2026-11-06,Customer A receiving,Pallet wrapping torn on one side
The packet
FREIGHT SHORTAGE RECORD PACKET: the Distributor, shipment SH-2210, Tuesday 2026-11-10
For: the claims coordinator. Prepared from: customer report (2 rows), dispatch lines (3 rows), warehouse scans (6 rows), bill of lading (3 rows), proof of delivery (3 rows), photo log (3 rows), settings.
Column check: all headers matched.
Settings: quantity tolerance 0 units; issue words "short" and "damaged"; scan words "picked" and "loaded"; signed word "yes". Defaults used: all.
Summary: Reported lines 2 (short 1, damaged 1, other 0). Reports for the whole shipment 0. Other lines: 1 with a missing record, conflicting figure or unit difference, 0 agreeing at every stage. Missing records 1. Conflicting figures 3, on 2 lines. Photos 3: 2 tied to a line, 1 not. Questions 3.
Data checks
No problems found.
Reported lines
CHR-110 Folding chair, dispatch line 1. Report R-1: short 6 each, reported 2026-11-06 by Customer A receiving lead, 1 day after delivery on 2026-11-05. Note as written: "Six chairs missing from pallet".
Quantities: dispatched 40 (line 1, 2026-11-03); picked 40 (S-01, S-02); loaded 40 (S-03); bill of lading 40 (BOL-9051); proof of delivery signed 34 (POD-77, shown as signed).
First stage that differs from dispatch: proof of delivery, 6 fewer than dispatched.
Report check: dispatched 40 less reported 6 is 34; proof of delivery signed 34; equal.
Scans: S-01 picked 25 at 2026-11-03 07:40, Aisle 4; S-02 picked 15 at 2026-11-03 07:52, Aisle 4; S-03 loaded 40 at 2026-11-03 09:10, Dock 2.
Remarks as written: bill of lading "Shipper load and count" (BOL-9051); proof of delivery "6 chairs not on pallet" (POD-77).
Photos: None tied to this line.
TBL-220 Trestle table, dispatch line 2. Report R-2: damaged 2 each, reported 2026-11-06 by Customer A receiving lead, 1 day after delivery on 2026-11-05. Note as written: "Two table tops damaged".
Quantities: dispatched 12 (line 2, 2026-11-03); picked 12 (S-04); loaded 12 (S-05); bill of lading 12 (BOL-9051); proof of delivery signed 12 (POD-77, shown as signed).
First stage that differs from dispatch: None: every recorded stage equals dispatch.
Report check: not made; a damaged count does not change a quantity.
Scans: S-04 picked 12 at 2026-11-03 08:05, Aisle 9; S-05 loaded 12 at 2026-11-03 09:12, Dock 2.
Remarks as written: bill of lading "Shipper load and count" (BOL-9051); proof of delivery none.
Photos: PH-1 taken 2026-11-06 by Customer A receiving, "Table top corner chipped"; PH-2 taken 2026-11-06 by Customer A receiving, "Second table top cracked edge".
Reported for the whole shipment
None.
Other lines on the shipment
CRT-330 Storage crate, dispatch line 3. Not reported by the customer.
Quantities: dispatched 60 (line 3, 2026-11-03); picked 60 (S-06); loaded no record; bill of lading 54 (BOL-9051); proof of delivery signed 54 (POD-77, shown as signed).
First stage that differs from dispatch: bill of lading, 6 fewer than dispatched.
Scans: S-06 picked 60 at 2026-11-03 08:20, Aisle 2.
Remarks as written: bill of lading "Shipper load and count" (BOL-9051); proof of delivery none.
Photos: None tied to this line.
Photos not tied to a line
PH-3 taken 2026-11-06 by Customer A receiving, "Pallet wrapping torn on one side".
Missing records
1. CRT-330, line 3: no loaded scan (60 picked, S-06).
Conflicting figures
1. CHR-110, line 1: proof of delivery signed 34 (POD-77); dispatched 40 (line 1); 6 fewer.
2. CRT-330, line 3: bill of lading states 54 (BOL-9051); dispatched 60 (line 3); 6 fewer.
3. CRT-330, line 3: proof of delivery signed 54 (POD-77); dispatched 60 (line 3); 6 fewer.
Questions for the claims coordinator
1. CHR-110, report R-1 (short 6). Dispatch line 1, the picked scans S-01 and S-02 (together 40), the loaded scan S-03 and BOL-9051 all show 40. POD-77 shows 34 signed, with the remark "6 chairs not on pallet". Who wrote that remark, and when? Is there another record of the count, at pickup or at delivery, outside the files supplied?
2. TBL-220, report R-2 (damaged 2). Every stage shows 12 and POD-77 has no remark for this line. PH-1 and PH-2 are tied to this line and dated 2026-11-06, 1 day after delivery. Is there any record of the freight's condition at delivery other than POD-77? Does PH-3 belong with this line? Are the original images available?
3. CRT-330, not reported. Dispatched 60 and picked 60 (S-06); no loaded scan; BOL-9051 states 54 and POD-77 shows 54 signed. Is a loaded scan for this line recorded elsewhere? Is the 54 on BOL-9051 a count taken from the load or an entry difference? Is the 6-unit difference known to the customer?
Draft for the claims coordinator. Nothing has been sent, filed, changed or decided, no fault or liability has been assigned, and no claim position has been taken. Counts are taken from the files supplied on 2026-11-10.
Where it fits
- Customer support and service: the person answering the receiver has the facts in one place before replying.
- Supply chain and inventory: the warehouse and transport records tied to one shipment.
- Logistics and trade: freight handed to carriers, where the paper is spread across several desks.
- Ecommerce and retail: bulk orders shipped from a warehouse to a store or a trade customer.
- Manufacturing: finished goods sent to customers on pallets.
- Established businesses: when the packet is assembled by hand from five systems.
- Growth and scaling: when reports arrive faster than one person can pull the records.
It prepares the record for one shipment after a report. Working out where a production batch went is batch distribution trace. Applying your policy to a complaint and setting out a refund for approval is complaint and refund request handling. Checking the papers before goods leave is shipment documentation check.
What has to change for your company
- Your export headers, set once so the column check passes without a question.
- The words your records use for picked and loaded scans, for short and damaged reports, and for signed.
- Your quantity tolerance, if your records allow a few units either way.
- Who verifies the packet and who decides follow-up with carriers and customers.
- Where the originals live, so that a question the packet raises can be answered from the source.
- Your AI product. It is written to run in ChatGPT, Claude, Copilot or Gemini from the files you supply. It sends nothing and never asks for a password.
What has been checked
Fully Powered AI wrote this capability template in its own words from its own map of the work, with no third-party text. It was editorially reviewed on 10 November 2026. It was tried once on its invented example in Claude on 10 November 2026; the record is published with it. Small wording edits made to the instructions and example after that trial have not been run again. It has not yet been tested in a client environment.
Testing in your environment means running it on a recent report your claims coordinator already knows, plus hard cases written in advance with their expected results: a renamed column, a loaded scan that was never recorded, a signed quantity that differs from the bill of lading, a damaged line with no photo, a report for an item that was not dispatched. The claims coordinator checks every figure against the originals before anyone relies on the packet.
The full capability template
Everything above is the outline. The complete capability template is the working version: the roles, the inputs, the procedure, the exceptions and stop conditions, the output format, the reviewer checklist, the acceptance tests, the instructions for an AI assistant and what to customize for your company. It comes with a download and the link to its folder in Fully Powered’s public repository.
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Next step
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