What to do when a customer does not return a container

Compare handover proof, return terms and customer balance; handle charges or responsibility under the written agreement.

26 June 2024Updated 23 September 2026

Short answer

First compare container ID and handover acknowledgment with the shipment record. Confirm receiving location, return plan and any loss or damage with the customer in writing. Apply fees, deposits or responsibility only under the parties' current agreement, and reconcile balances against both parties' records.

When a return is missing, start with the last confirmed handover rather than the inventory total. Match container ID, delivery date, location and recipient to the shipment record.

Send the customer the record and ask for the container's current location and return plan. Clarify possible third-party carrier, branch or temporary-storage handoffs in the same correspondence.

Check return, deposit, rental or loss-charge terms in the signed contract or order confirmation. Do not automatically apply a new fee without written basis; reconcile with the parties.

Track containers found in a physical count, damaged, pending and reported missing with separate status codes. Record who made each correction and when.

At period close, compare the customer statement with your dispatch, handover, return and retirement records. Keep open issues and correspondence by container ID.

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Topics:Managing reusable containers Supply relationships

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