While we work hard to ensure unit orders arrive complete and in good condition, issues can occasionally occur. This article explains how to report damaged product or missing quantities so we can review and resolve the issue as quickly as possible.
Reporting Damaged Product
Trail’s End® is responsible for the condition of products at the time they arrive to your unit. If damage is discovered upon opening a newly opened case, it should be reported promptly.
We are not responsible for damage that occurs after delivery, such as damage during storage and handling. All product should be handled with care once it is in your unit’s possession.
What Qualifies as Reportable Damage?
Reportable damage is damage that renders the product unsellable. In other words, product that is clearly damaged when a new case is first opened and cannot reasonably be sold
Examples include:
Torn or broken packaging
Crushed containers
For items such as microwave popcorn boxes, minor cosmetic issues (small dings, creases, or slight imperfections) are not considered reportable damage. As a general guideline, we use the question:
“Would this product reasonably be seen on a grocery store shelf?”
If the answer is yes, the product would not qualify for a damage credit.
Information Required to Report Damage
Please include as much of the following information as possible when submitting your report:
Unit type/number (Pack/Troop #)
Product type and quantity affected
Clear photos of:
a) The damage (for each item if multiple)
b) The best-by date/lot code from the bag/container
Start a chat with our team with the above information. Upload all required details and photos directly in the chat thread to expedite your request.
Reporting Missing Product in a Case
If a case arrives with fewer items than expected (for example, a 12-count case that only contains 11 items), this should be reported as a missing quantity issue.
Information Required to Report Missing Product
Please include the following:
A photo of the lot code from one bag or container inside the case. The white label on the case is not sufficient as it does not list the lot code.
The unit number reporting the issue - This is especially important for leaders who manage multiple units
Start a chat with our team with the above information. Upload all required details and photos directly in the chat thread to expedite your request.
Damage in Council Orders vs. Unit Orders
Damage in a Unit Order: If damage is discovered after the unit has taken possession of the product, report it to support so both the unit and Council can be credited appropriately.
Damage in a Council Order: For damage identified before distribution, report it to your Sales Manager.
Reporting Timelines
All damage or missing quantity issues should be reported as soon as possible after discovery. Prompt reporting helps ensure:
Accurate investigation
Faster resolution
Proper inventory and invoice adjustments
What Happens Next?
Once your issue has been reviewed and approved:
The affected item(s) will be removed from your invoice
You will not be billed for the adjusted item(s), and the changes should reflect within a few business days
Helpful Reminder
Always keep cases intact until contents are verified, and open cases carefully. Taking a few moments to confirm counts and condition right away can save time later.