MOTORCYCLE
YAMAHA ALL

MO/DY/YR
7/29/2019

XXXX-XXXR
YA2019-001

©2019 YAMAHA MOTOR CORPORATION, U.S.A.

ALL PRODUCTS
Shipping Damage Policies

This bulletin supersedes any other Shipping Damage/Crate Damage policy information previously released,
such as bulletins or posters. Proper documentation and prompt reporting of shipping damage are vital to ensure
the cost of repairing the damage is paid for by the responsible party. Following the procedures given here will
help ensure your request/claim for repair is approved and paid as quickly as possible.
Shipping damage claim deadlines and dollar amounts have not changed. However, review the Visible Damage
procedure, which emphasizes only writing “DAMAGED” on delivery documents and now includes instructions for
digital delivery devices.
Also note that clear digital photographs continue to be essential. An additional requirement is that photos are
required of the crate for Missing Assembly Parts claims totaling $350 or more (to show that visible damage to
the carton was not responsible for loss of the parts).
NOTE: This bulletin only applies to units and original-equipment Assembly Kits. It does not apply to Parts and
Accessories received with shipping damage to the product or its carton/crate. In the event of such damage,
please file a “Parts and ACC Quality Assurance Claim” on YDS/YMBS.
SHIPPING DAMAGE POLICIES
1. Your dealership is responsible for determining if a unit is damaged upon delivery. If there is damage, you
are also responsible for gathering all required documentation, photographs needed, and submitting a claim/
authorization within the timelines of this bulletin. If concealed, take photos of the crate cover that support
the claim of concealed damage.
2.

Your dealership or dealer agent must immediately inspect new units for visible damage before they are
removed from the delivery truck or trailer at the dealership. Yamaha allows only 30 Days from date of unit
receipt to submit a Visible Damage Authorization Request on YDS/YMBS.

3.

If notations about visible damage are not being allowed by the driver, please call Yamaha Logistics
immediately at (800) 537-3835, Option 3, and be prepared to refuse the entire shipment.

4.

Your dealership or dealer agent must inspect every carton/crate for concealed damage within 12 Months of
unit’s invoice. Yamaha allows 12 Months from date of invoice to submit a Warranty Authorization Request/
Claim.

5.

Only the originally invoiced (“Ship To”) dealer can submit a visible shipping damage claim to Yamaha.
Dealer agents cannot submit claims on behalf of dealers.

6.

Any unit purchased by or transferred to another Yamaha dealer must be inspected for visible damage prior
to delivery to the second dealer. The invoiced dealer must repair any damage found and submit the claim/
authorization request.

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7.

If visible shipping damage is found after a unit is transferred from one Yamaha dealer to another Yamaha
dealer, the repair of such damage must be resolved between the two dealers involved. It is not Yamaha’s
responsibility to resolve these matters.

8.

Only one claim for shipping damage can be submitted for each unit.

Important Tips:
•
In order to serve your shipping damage claims with the utmost efficiency, closely follow the instructions in
this bulletin when submitting a claim.
•
Shipping damage is different from factory defects. Shipping damage is damage to the unit during
transportation. Defects in material or workmanship from the factory are not considered shipping damage.
•
Poor quality or inadequate photos may delay or prevent payment of your claim.
•
Submit the Shipping Damage Claim before registering the unit for warranty, when possible. The claim’s
failure date must be earlier than the unit’s sale date.
SHIPPING DAMAGE TERMS
Shipping damage is damage to a unit that happens at some point during transport from the factory to the
dealership or dealership agent. There are three types of shipping damage:
1. Visible Damage – Damage to a unit whose carton or crate is visibly damaged at time of delivery to
the dealership or dealer agent. Examples of possible visibly damaged cartons/crates are: crushed corners
dented or holed sides, or gashes in plastic or cardboard. Visible damage also includes damage to units
shipped without a carton or crate (e.g., Boats and Side-by-Side vehicles).
2.

Concealed Damage – Damage to the unit that is discovered after the carton or crate has been opened,
although the crate itself appeared to be in good condition. Corrosion and/or damage due to flooding,
improper handling, improper storage, or exposure at the dealer’s or dealer agent’s warehouse are not
considered concealed damage.

3.

Missing Assembly Parts – When a carton/crate is opened, parts to be installed by the dealer are missing.
This is different from parts that should have been installed during manufacturing, which would be a
manufacturing defect. Also, note that assembly parts stolen from the dealer’s or dealer agent’s warehouses
are a matter for dealer insurance, not shipping damage claims.

SHIPPING DAMAGE CLAIM TIMELINES
Visible Damage
Inspect all cartons, crates, and units for visible damage while they are still on the delivery truck.
Within 30 Days of unit receipt:
• File a Visible Damage Authorization request for ALL Visible Damage claims.
• Place parts order via YDS/YMBS.
• Complete any repairs and convert the approved Visible Damage Authorization into a claim once repair is
completed.
IMPORTANT: You must have the Driver’s copy of the Delivery Paperwork signed by the driver, noting there
was visible damage at time of delivery as well as digital photographs of the damage.
Concealed Damage
Within 12 Months after unit’s invoice date:
• Open crate and inspect unit. Take photos of crate cover that support the claim of concealed damage.
• File a Concealed Damage Claim $349.99 or Under request; or
• File a Concealed Damage Authorization $350 or Over request (PHOTOS REQUIRED).
• Place parts order via YDS/YMBS.
• Complete any repairs and convert the approved Concealed Damage Authorization into a claim once the repair
is completed.

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Missing Assembly Parts
Within 12 Months after unit’s invoice date:
• Open crate and inspect unit.
• File a Missing Parts Claim $349.99 or Under request.
• File a Missing Parts Authorization $350 or Over request (PHOTOS OF CRATE COVER REQUIRED).
• Place parts order via YDS/YMBS.
• Complete any repairs and convert the Missing Parts Authorization into a claim once repair is completed.
Missing or Damaged Assembly Kits
Standard-equipment parts are sometimes sent in a separate carton for installation during unit assembly (e.g.,
cowling, audio equipment, or “Special Edition” model components). These components should be considered part
of the unit and handled accordingly:
• Visible Damage – Report within 30 Days of Unit Invoice Date
– Always inspect shipping cartons containing assembly kits when they arrive. Be sure to note any
damage on the delivery receipt. If the carton is visibly damaged, follow Visible Crate Damage
procedures and timelines.
• Concealed Damage – Report within 12 Months of Unit Invoice Date
– If the carton does not appear damaged, but damage to components is discovered when the carton
is opened, follow Concealed Crate Damage procedures and timelines.
• Missing Kit – Report within 12 Months of Unit Invoice Date
– If you do not receive an assembly kit for a unit (lost in shipping), first check your invoice to be sure
an assembly kit was shipped.
– If kit is not on an invoice, contact the Yamaha Warranty Department at (800) 227-5963.

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SHIPPING DAMAGE PROCEDURES
Visible Damage
Upon delivery, ask the driver to wait while you (or your agent) inspect the carton/crates and/or units before removal
from the truck or trailer. If damage is apparent:
1. Take clear digital photographs of the unit on the truck before unloading. Immediately notify the driver and note
the damage to the carton/crate, along with your signature and date, on the Delivery Paperwork or delivery
sheet. Do not note any specific damage to the unit; simply note “Damaged.” The driver must also sign
or initial that they are aware of the damage. Once the unit is unloaded, take clear photos of the damage to
the carton/crate and all the damaged parts on the unit.
If the driver uses a digital device for documenting delivery, advise the driver to note the damage. If they take a
photo, be sure it shows the most severe damage. Review the driver’s notes and add your own to indicate that
the crate is damaged. Sign the receipt after you and the driver agree the notes are accurate and complete. Be
sure the driver selects “Save” or “Complete.” Ask the driver for instructions to obtain an electronic copy of the
signed digital delivery receipt noting the damage.
2. Within 30 Days, be sure to attach the driver-signed Delivery Paperwork and photographs of the crate on the
truck, of the crate itself showing all sides, and of the damage to the unit to the Visible Damage Authorization
request.
3. Order the necessary parts via YDS/YMBS, repair the unit, then convert your approved Visible Damage
Authorization into a claim once the repair is completed.
SOME ACCEPTED VISIBLE DAMAGE SAMPLE PHOTOS
(Photos of the actual damage are required.)

1
RIGHT

2

3
FRONT

LEFT

4
BACK

Yamaha must have digital photographs of all 4 sides of the crate/carton in order for your Visible Damage
claim to be approved. Your photos must include the crate cover. Yamaha must supply these photos
in order to be reimbursed by the carrier.
TEAR

FRONT

FORK TRUCK HOLES

RIGHT

If the exterior crate cover, whether it is Tyvek® or cardboard, has any visible damage, you must note
“DAMAGED” on the carrier’s copy of the Delivery Paperwork.

HOLE

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Concealed Damage
If a unit is found to be damaged when the carton/crate is undamaged upon opening, do the following before
registering the unit for warranty:
1. Take clear digital photographs of the carton/crate (including exterior crate cover), regardless of how minor
the damage is to the unit. Take clear photos of the crate cover that support the claim of concealed damage.
2.

Take clear digital photographs of the damage to the unit that occurred inside the crate.

3.

Calculate the total cost of repair (parts and labor, plus the applicable handling percentage).

4.

Use the following cost guidelines to determine the proper way to file:

5.

Within 12 Months of Unit Invoice Date, proceed as follows:
•
$0.01 to $349.99 – Order necessary parts and repair the unit. File a Concealed Damage Claim $349.99
or Under request. Keep your photographs on file. Yamaha Warranty will contact you if your photographs
are needed to complete the claim.
•
$350.00 or Over – File a YDS/YMBS Concealed Damage Authorization $350 or Over request. Order
necessary parts via YDS/YMBS, repair the unit, and convert the approved Warranty Authorization
Request into a claim once repair is completed.
SOME ACCEPTED CONCEALED DAMAGE SAMPLE PHOTOS
(Photos of the actual damage are required.)

1
RIGHT

2

3
FRONT

4

LEFT

BACK

Yamaha must have digital photographs of all 4 sides of the crate/carton in order for your Concealed
Damage claim to be approved. Your photos must include the crate cover. Yamaha must supply these
photos in order to be reimbursed by insurance.

DAMAGE TO SEAT

DAMAGE TO SEAT

TEAR

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Missing Assembly Parts
For some models, certain parts are shipped inside the carton/crate to be installed by the dealer (as described
in the model’s Assembly Manual). Use the following guidelines to determine the proper claim submission
procedures based upon the final cost of the parts, plus the applicable handling percentage.
$0.01 to $349.99 – Order replacement parts and install them. When the unit is completely assembled (but
before it is registered for warranty), file a claim using Missing Parts Claim $349 and Under request.
$350.00 or Over – Take photos of the carton/crate to show that it was undamaged. File a YDS/YMBS Missing
Parts Authorization $350 and Over request. Order necessary parts and repair the unit. Convert the approved
Warranty Authorization Request into a claim, once the repair is completed. Submit the photos only if Yamaha
requests them.
NOTE: Labor is not reimbursed for Missing Assembly Parts claims because the parts are installed during normal
dealer setup.

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** Remember, the crate is designed to
protect the unit. A damaged crate does
not necessarily mean a damaged unit.
However, note “DAMAGED” on the
Delivery Paperwork anyway.

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