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:
Clear photos showing the damage (of each item if multiple)
A photo of the lot code / Best By date on the damaged bag or container
A photo of the white label on the outside of the case
The unit type/number reporting the issue - This is especially important for leaders who manage multiple units
Send to [email protected]
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
A photo of the white label on the outside of the case
The unit number reporting the issue - This is especially important for leaders who manage multiple units
Send to [email protected]
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:
A credit will be issued to your invoice within one week
The adjustment will appear on your unit’s invoice
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.