Claims Guidance

What is a Claim?

Identifying a specific shipment, and a description of any loss or damage on the shipment; Requesting a specific sum of money; and giving the reason(s) why The Match Maker, Inc. should be held liable.

Claim Forms - Click here to see the The Match Maker, Inc. Claim Form

Obtain claim forms by contacting our customer service center. A specific form is preferred and included above as a link. Simply save the MS-Excel to your hard drive and type in the data. Attach to an email and send to This email address is being protected from spambots. You need JavaScript enabled to view it.. The claim can also be filed in letterform if adequate information is provided. Please send this claim to the address at the bottom of this page.

When and Where to File a Claim?

Any and all claims should be filed promptly once loss or damage is discovered. The time limit for filing a loss or damage claim is nine (9) months from the date of delivery or (in the event of non-delivery) within nine (9) months after a reasonable time for delivery has elapsed. Claims not received by The Match Maker, Inc. within the (9) month time limitation will be denied.

Send your claim to: The Match Maker, Inc. Claims Office, PO Box 13259, Florence, SC 29504.

Who Should File a Claim?

A claim may be filed by the shipper, consignee, or owner of the goods. Note: Be sure to clearly indicate on the claim form the name and complete address of the claimant. Include a telephone number and a FAX number (if available) to assist in prompt processing of the claim.

Required Documents

Line-Haul Bill of Lading, Proof of Delivery (LH-POD)

The original bill of lading serves as evidence of the receipt, as well as the kind, quantity, and apparent condition of the goods upon arriving at the local Agents dock.

Delivery Receipt or Pick-Up Receipt, Proof of Delivery or Pick-Up (POD OR POP)

The Delivery receipt or pick-up receipt serves as evidence that the consumer either signed for the product free and clear of all damages or that damages were duly noted as an exception. This document is used to denote shipment from the local delivery Agent to the final consumer.

Original Paid Freight Bill

Include the original paid freight bill or a signed statement verifying freight charges have been paid in full on the shipment against which the claim is filed. For a claim to be concluded, all freight charges must be paid.

Original Invoice

Send a complete original invoice to verify that the claimed amount does not exceed the terms of sale (value of goods at the destination), and that it excludes any prospective profit. The original invoice must disclose all discounts and allowances, if any. A clear photocopy of the complete original invoice is acceptable.

Repair Invoice (if applicable)

Include a breakdown of hours, labor rate, and materials, when submitting a repair invoice.

Inspection Verification Form

This form is used by a neutral third party inspector or Line-Haul Provider to record on site inspection of all damages. The consumer may obtain an opinion at his or her own expense from a professional inspection service.

Concealed Loss or Damage

Concealed Damage is defined as product that arrives at a Consumers Home or place of business with no visible damage to the carton or product prior to the opening of the carton or crate.

Loss or damage to contents of a shipping container, which could not have been noted at the time of delivery, must be reported to The Match Maker, Inc. by calling within fifteen (15) calendar days from the date of delivery. A request for inspection should be made at that time. All merchandise should be retained in the original shipping container, in the same condition it was in when loss or damage was discovered, until inspected. Not following this step could cause in itself a denial of a claim.

The Match Maker, Inc. denies all concealed claims unless negligence is witnessed in the handling of a concealed damage package. The maximum amount of any concealed damage claim is limited to one-third the amount of the claim.

Inspection By The Match Maker, Inc.

Inspection of a damaged shipment may be requested by calling The Match Maker, Inc. Inspection by Us will be made promptly, normally within five (5) working days after receipt of request. Inspection will include examination of the damaged merchandise and the shipping container. If a shortage is involved, inspector will check contents of package against invoice, weigh the shipping container and contents, or conduct additional investigation to establish a loss has occurred. In either case, inspection will be limited to a factual report. A written record of The Match Maker, Inc.’ findings will be made in duplicate with a copy of the report given to the consignee.

In case The Match Maker, Inc. does not perform an inspection within five (5) working days, the consignee may perform the inspection using a professional service. The inspection report should include detailed information regarding the condition of items lost or damaged, as well as the condition of the shipping container. The consignee’s inspection, in such case, will be considered the same as the The Match Maker, Inc. inspection and will not jeopardize any recovery the consignee is due based on facts contained in the report.

Burden of Proof

The claimant must establish three things:

The carrier received the freight in good condition at origin.
The freight was short or damaged when received at destination.
The damage was not concealed or free from defect.
The inspection report is NOT a claim. It is the responsibility of the claimant to file a cargo claim within the prescribed time limits and to respond to any requests from The Match Maker, Inc. for supporting documentation. The claim will be concluded based on facts determined during the investigation.

Payment of The Freight Bill

Payment of freight charges may not be delayed due to alleged loss or damage. Charges should be paid in full and the portion applicable to lost or damaged items included in the freight claim. The following are important points to remember:

Claims and payment of freight charges are two entirely different transactions.
Government regulations prohibit withholding payment of freight charges due to a pending claim (Administrative Ruling No. 128).
Without payment of the freight charges, the transportation contract has not been completed. A valid claim will not be paid until freight charges are paid.

Salvage Retention

Salvage must be retained until the claim is resolved, or until the claimant is given disposition by the The Match Maker, Inc.

If a Claim is Declined

If the claimant has additional information, a rebuttal letter should be sent to the examiner who declined the claim. The rebuttal letter should clearly indicate why you believe claim payment should be reconsidered. Likewise, you should include any evidence or documentation not previously submitted. Always refer to the assigned claim number when corresponding with an examiner.

When communicating with any The Match Maker, Inc. representative, send all correspondence to the address shown below:

The Match Maker, Inc., Claims Office, PO Box 13259, Florence, SC 29504.

Claims Status

The majority of claims are concluded within thirty (30) calendar days. If a claim has not been paid or declined within ten (10) calendar days from date of receipt in the The Match Maker, Inc. claims office, the claimant will receive a letter of acknowledgment containing the claim number assigned to the file. If a claim is not concluded within one hundred twenty (120) calendar days, notification will be sent to claimant advising him of the status of the investigation. Further notices will be sent each sixty (60) days thereafter until the claim is concluded. To check the status of a cargo claim filed with The Match Maker, Inc., contact The Match Maker, Inc. To receive this information, you will need to provide the claim number or the shipment pro/reference number.

Claim Filing Checklist

Prior to submitting your claim, be sure it includes the following information:

  • The claim must be in writing.
  • Specify a dollar amount.
  • Reason for claim (loss or damage).
  • Reference concealed damage if it applies.
  • Pro/reference number and date.
  • Claimant name addresses and telephone number.
  • Do not submit more than one claim on each form.
  • Notification of a claim must be within ten (10) days of date of delivery.
  • The claim must be filed within nine (9) months from date of delivery.
  • In the event of non-delivery, within nine (9) months after a reasonable time for delivery has elapsed.

Documents which should be included with the claim include:

  • Bill of Lading (or Bond of Indemnity)
  • Verification of paid freight charges
  • Complete Original Invoice showing all discounts (replacement costs)
  • Repair Invoice (if applicable)
  • Inspection report (if applicable)
  • Original Order

Send claim to:

The Match Maker, Inc., Claims Office, PO Box 13259, Florence, SC 29504