Pallet Delivery Discrepancies: Record What Was Received

“Two short” is a poor delivery note. It might mean two pallets, two cartons or two empty exchange pallets, and the distinction matters when the customer queries the invoice. Pallet delivery discrepancy records should explain what was expected, what was observed and what happened next.

Good records protect clarity. They do not determine legal liability or make a driver responsible for a sealed load's contents merely because a form has a signature.

Separate the different counts

Keep booked load units, visible units collected, units accepted and exchange packaging separate. Record the unit beside every figure. If the driver cannot verify cartons inside a sealed pallet, say so rather than copying an assumed count as an observation.

Agree customer requirements before the job. A pallet network, direct manufacturer and retail distribution centre may require different references and procedures. Keep those instructions with the relevant movement.

Describe the discrepancy at the delivery

Use plain, observable facts. Identify the delivery location, job reference, affected unit and visible condition. Avoid attributing cause before the office has investigated.

For example, “receiver accepted 9 of 10 visible pallets; one pallet refused because outer wrapping was torn” is clearer than “damaged delivery”. Add the customer's document reference and the person who provided the instruction where appropriate.

Evidence should be collected only where it is safe and permitted. HSE's guidance on safe deliveries emphasises cooperation between the parties involved; resolving paperwork must not distract from safe loading or unloading.

Record exchange packaging separately

A delivery of ten loaded pallets does not necessarily mean ten empty pallets were returned. State the agreed exchange arrangement and record the actual returned quantity.

A useful discrepancy record includes:

• Units loaded and units accepted, with the source of each count.
• Refused or damaged units and their identifiers.
• Exchange pallets collected or unavailable.
• Delivery note or receipt reference.
• Instruction for the remaining goods.
• Office owner and next action.

Do not combine product shortage and packaging balance into one unexplained number.

Follow the unresolved goods

If one pallet stays on the trailer, the office needs to decide where it goes and whether the remaining route is still suitable. Record the instruction, who authorised it and any revised job or return reference.

A fictional example: Customer A accepts nine pallets, asks the driver to return one and provides no empty exchange pallets. The record now contains three separate outcomes: nine delivered, one return to arrange and an unresolved packaging balance. Marking the original job “delivered” without these details hides two unfinished actions.

Review the invoice evidence

Before billing, compare the rate agreement with the actual movement and the customer response. A discrepancy does not automatically reduce or increase the haulage charge. Establish the commercial treatment rather than letting the office infer it from the delivery status.

Preserve the original evidence when a dispute arises. Corrections should explain the change, not replace an inconvenient version of the event.

HauliK's proof of delivery workflow helps keep delivery evidence with the job. Test a shortage and a refused unit in a demonstration, then confirm where your operation will record packaging balances. Do not assume a general POD app includes a dedicated pallet-accounting ledger or automatic shortage settlement.