Identify your report
Select your actual role, provide contact information, and enter the Fusion load/order reference or VIN. A secure load link may fill this for you.
DAMAGE CENTER GUIDE
Preserve the record. Follow the process.
Instructions for customers, carriers, drivers, pickup contacts, delivery contacts, and other involved people.
Fusion's role
Fusion organizes the available evidence and explains when each reported damage item is first supported.
Fusion does not calculate damage value, approve repairs, negotiate settlement, decide insurance coverage, or issue a legal finding of fault.01
Prepare first
Before you start
- Address safety first. Stop using the vehicle if there may be unsafe glass, tires, wheels, leaks, structural damage, or an operability problem. Obtain emergency or qualified service help when appropriate.
- Photograph before change. If safe, document the vehicle before it is moved, washed, repaired, disassembled, or exposed to different lighting or weather.
- Keep original files. Do not crop, annotate, resave, compress, or delete originals. Upload the original photo, video, PDF, message export, or document whenever possible.
- Collect identifiers. Have the Fusion load/order reference or VIN, vehicle year/make/model, carrier name, and BOL numbers available.
- Separate facts from assumptions. State what you personally observed, where and when you observed it, and any limits on your inspection.
Useful records to gather
- Original pickup photos and video
- Original delivery photos and video
- Electronic pickup and delivery inspections
- Separate pickup and delivery manual BOLs
- Messages, emails, witness information, and incident reports
- Repair-intake photos or diagnostic records, if already created
02
Quick report
The four quick-report steps
Open the case with the facts you know now. You are not responsible for collecting every participant's BOL, statement, or inspection record.
Tell us what happened
Record when and where the concern was discovered, the transport stage, safety or drivability concerns, and the facts you directly observed.
Add what you have
Select any original photos, video, PDFs, BOLs, messages, or statements in one upload area. Evidence is optional when opening a case.
Review and submit
Review your actual answers, correct anything needed, certify the report, and request case-specific portal access if appropriate.
Your answers are saved in your secure browser session. If you reload, the form restores the saved answers and step. Browsers cannot restore selected files, so choose those files again before submitting. Certification is never carried forward.
03
Show the full context
Evidence that helps
Evidence of reported damage
Wide views identifying the vehicle, all four corners, close-ups with surrounding panels visible, a slow walk-around video, timestamps, witness facts, and repair-intake images.
Evidence the damage was not present
Original pickup photos or video clearly showing the same zone, pickup manual BOL, electronic pickup inspection, and pickup-time messages or statements.
Evidence of delivery condition
Original files captured before movement or washing, delivery manual BOL, electronic delivery inspection, signer notes, exact location, and lighting/weather limitations.
A screenshot or forwarded copy can lose useful metadata. You may include it, but also preserve and submit the original source file whenever possible. Fusion records receipt time and checks duplicate file identity.
04
Two independent checkpoints
Pickup and delivery BOLs
The pickup record documents condition before or when carrier custody begins. The delivery record documents condition when custody ends. They must not be treated as one combined observation.
Pickup set
- Electronic pickup BOL or inspection
- Pickup manual BOL created at pickup
- Pickup photos/video of the vehicle and reported zone
- Pickup signer, time, location, notes, and inspection limitations
Delivery set
- Electronic delivery BOL or inspection
- Delivery manual BOL created at delivery
- Delivery photos/video before movement or washing
- Delivery signer, time, location, notes, and inspection limitations
If no damage is marked on either electronic checkpoint, the electronic BOL supports only “No Damage Shown at Pickup or Delivery.” It does not, by itself, prove that damage never existed or never occurred. Fusion also considers inspection quality, original images, timing, limitations, and contrary evidence.
05
What happens next
After you submit
Receipt
Fusion preserves the submission and emails the case reference.
Verification
A reviewer matches the transport, vehicle, participants, and reported parts.
Collection
Fusion requests missing records from the person or company that controls them.
Analysis
An analyst compares checkpoints and explains when each item is first supported.
Manager review
A manager reviews the analysis and insurance-information response.
Shared package
Both sides receive the approved evidence package, subject only to logged privacy/security redactions.
A received report is not an admission, coverage decision, repair authorization, settlement, or finding of fault. Keep all originals while the case is open.
06
Case-specific access
Accounts and the portal
Existing customer or carrier account
Sign in and open Damage Center from your portal home. You will see only cases for which Fusion approved your participant access.
Pickup or delivery contact without an account
Select the portal-access request during intake. First verify your email. A Fusion reviewer then checks your identity, role, and relationship to the exact case. The reviewer may link an existing account or approve creation of a portal account. After approval, use the portal—not another new report—to provide requested BOLs, checkpoint files, and statements.
Email verification does not grant access. Access begins only after Fusion approves the request, and it can be rejected or revoked.
Inside a case you can
- See the current status and next requested action
- Review accepted shared evidence
- Upload specifically requested documents
- Add a factual statement
- Review pickup and delivery checkpoint summaries
- Download the approved package when released
07
Evidence-based case closing
What the case-closing result means
When Fusion closes a case, it selects the result that best matches the photos, BOLs, timestamps, messages, and other available records. The result answers one limited question: When does the available evidence first show the reported damage?
| Case-closing result | What it means in everyday language |
|---|---|
| Damage shown before pickup | Reliable photos or records already show this damage at or before pickup, before the carrier took control of the vehicle. This does not decide whether the damage later became worse. |
| Damage first shown during transport or at delivery | The pickup record does not show this damage, but a later record made during transport or at delivery does. The evidence first places the damage in that time window; it does not, by itself, prove who caused it. |
| Damage first shown after delivery | The pickup and delivery records do not show this damage. The first reliable record showing it was made after delivery, when the carrier no longer had the vehicle. This does not prove the exact moment the damage happened. |
| No damage shown at pickup or delivery | Neither inspection records this damage. This means only that the pickup and delivery records do not show it. Missing angles, unclear photos, inspection limits, and other evidence may still matter. |
| Not enough evidence to determine timing | The records are missing, unclear, incomplete, or conflict with one another. Fusion cannot reliably say whether the damage was present before pickup, first appeared during transport, or was first shown after delivery. |
| Different damage items have different results | The case includes more than one damaged area, and at least two items have different timing results. Read the finding for each damage item instead of treating the whole case as one answer. |
Important: Fusion's closing result records what the available evidence can and cannot show about timing. It is not a decision about legal responsibility, insurance coverage, payment, repair cost, settlement, or authorization to repair.
08
Your independent right
Checking carrier records
If you believe Fusion's insurance-information response is not correct, you may independently search federal carrier records using the carrier's USDOT or MC number.
Important: public FMCSA filings may show liability filings but do not always display cargo insurance. Cargo information may need to be requested from the carrier or its insurer. Fusion's analysis does not determine coverage.
Ready to continue?
Use the public form for a new or supplemental report, or sign in to respond to requests in an approved case.