Goods arrive damaged. Fitter reports it. IBIOS starts the replacement workflow.
A cracked panel at site usually means weeks of disputed claims, missing photos, and a customer losing confidence. IBIOS logs the damage, pulls the goods-in photos already on file, and raises the supplier claim the same day — before the supplier has a chance to dispute it. Staff log the damage in IBIOS today; having the AI Receptionist take the fitter’s call is coming soon.
What happens when a bath arrives cracked on site?
Bath arrives at site. Fitter opens the packaging and finds a cracked panel. He rings the showroom. The staff member says “I’ll need to check the photos and call the supplier.” There are no photos. Goods-in was processed in a hurry and nobody photographed the packaging. The supplier is told about the damage days later.
Supplier disputes the claim. They say the product left their warehouse in perfect condition. Without photographic evidence of the state of the goods on arrival, you have no leverage. The dispute drags on for weeks. You absorb the cost of a replacement while the claim is unresolved. The customer has been waiting, watching, and losing confidence in your ability to manage their project.
The fitter isn’t paid until the job completes. The job can’t complete until the replacement arrives. The replacement is delayed because the claim wasn’t raised promptly. Every day of delay traces back to the same gap: no documented evidence at goods-in.
How does IBIOS handle damaged goods and supplier claims?
A step-by-step walkthrough from the fitter’s call to the claim being raised the same day.
Fitter reports damage from site
Fitter calls in to report a cracked panel on a bath that arrived that morning. With the IBIOS Receptionist (coming soon), the AI will identify the job from his number, pull the linked supplier order, and log the damage report as urgent against that line item.
Owner alerted immediately
Coming soon with the AI Receptionist: IBIOS will send the showroom owner an alert as soon as the report is logged: job reference, supplier name, product, and the fitter’s description of the damage. No Post-it notes, no relaying messages through whoever answered the phone.
Photographic evidence retrieved
Because IBIOS captured goods-in photos at delivery, the owner opens the goods-in record and has photographic evidence of the product condition on arrival. The supplier cannot dispute that the damage was present at delivery.
Claim raised same day, replacement ordered
Owner raises the supplier claim from the IBIOS order record with the photos attached. Replacement is ordered the same day. Fitter and customer receive an updated timeline. No weeks of back-and-forth.
The measurable outcome
Logged
damage report recorded against the job and supplier order (AI Receptionist call logging coming soon)
On file
photographic evidence captured at goods-in, ready for claim
Same day
supplier claim raised with evidence, not weeks later
The difference between a claim that gets accepted and one that gets disputed for weeks is documentation. IBIOS makes that documentation automatic at goods-in so that when damage happens — and it will — your business has everything it needs to resolve it quickly and protect the margin.
Questions about damaged goods and supplier claims
Does IBIOS require photos at goods-in for every delivery?
IBIOS prompts staff to photograph goods at receipt and attach the images to the goods-in record. This is a configurable workflow step. For high-value items such as baths, it can be set as a mandatory step before the delivery is marked complete. Photos are stored against the supplier order line item and remain retrievable at any point.
What evidence does IBIOS capture automatically at goods receipt?
When a delivery is processed through IBIOS, the system records the date and time of receipt, the staff member who accepted the delivery, which line items were checked, any shortfalls or damage notes, and any photographs attached. This creates an auditable receipt record that is linked to both the supplier order and the customer job.
How does IBIOS initiate a supplier claim?
When damage is logged against a goods-in record, IBIOS flags the item as a claim candidate. Staff can raise a formal claim directly from the record, which generates a claim reference, attaches the photographic evidence, and sends a notification to the supplier contact on file. The claim is tracked in the supplier order record until resolved.
Can a fitter report damage directly through the AI without a staff member involved?
Coming soon. Once the AI Receptionist launches, the fitter will be able to call, report the damage, and have the AI log it against the job and supplier order as an urgent item. The system will send an alert to the showroom owner or installation manager immediately, including the job reference, supplier details, and the fitter’s description of the damage. A staff member then reviews and formally raises the claim, but the logging will happen in real time without them needing to be on the call.
How long does a replacement order typically take once a claim is raised?
This depends on the supplier and the product. IBIOS records the lead time for each supplier-brand combination so you have a realistic baseline. Once the claim is accepted and a replacement order is raised, IBIOS tracks it through the same supplier order workflow as a standard order, with delivery notifications and goods-in processing when it arrives.
Related features
Live today: goods-in against supplier orders in IBIOS Warehouse and supplier orders linked to jobs in IBIOS Order Management. The AI Receptionist is coming soon. See also missing carton ETA and IBIOS for bathroom retailers. IBIOS (Integrated Business Intelligence & Operations System) is made by IBIOS Limited (NI743167), Northern Ireland. Access is by waiting list; there is no free trial.
Damaged goods don’t have to mean weeks of disputes.
IBIOS captures goods-in evidence automatically. Claims are raised the same day, with photos. Early access by waiting list.