Box loss is one of the biggest hidden cost items for removal companies. Many companies purchase thousands of boxes every year but don't get a significant proportion of them back. For a company that purchases 20,000 boxes a year, losses can add up to 8,000 boxes -- that's 40% of your stock.
The cause is rarely bad intent. Customers forget boxes, throw them away, or live too far away to make collection worthwhile. The problem is that many companies do record things on paper, but then never do anything with it. Collection forms end up in a box or container and are never processed.
With Bas, you can set thresholds and write-off rules that help your team make the right choices: when to follow up, when to accept, and when to write off.
Step 1 - Consistently record deliveries
Managing box loss starts with consistent registration. Every box you deliver must be recorded in the system, otherwise you have no reference point for what comes back.
In the removal crew app, you record the delivered boxes directly at the customer's home. This takes only 10 seconds per box -- no reason to skip it.
Tip: Make box registration a standard part of the job sheet. The foreman confirms the number of delivered boxes when closing out the removal day.
Step 2 - Set up a collection reminder
Set up an automatic collection reminder so the system warns you when boxes have been with a customer for too long.
Go to Settings > Working method > Features
Find the Box collection reminder setting
Set the number of days after the move (recommended: 90 days)
Click Save
After the set number of days, Bas automatically generates a task if no collection appointment has been scheduled. This way, customers with outstanding boxes no longer fall through the cracks.
Expected result: After 90 days without a collection appointment, a task appears in your task list to contact the customer about the outstanding boxes.
Tip: Also set the box return period. This is the period stated in your terms and conditions (for example, 16 days). After this period, you may charge for the boxes or write them off.
Step 3 - Set a registration threshold: don't follow up under 25 boxes
Not every outstanding balance is worth following up. Calling a customer with 5 outstanding boxes takes more time than those boxes are worth.
Use a registration threshold of 25 boxes:
Number of outstanding boxes | Action |
Fewer than 25 boxes | Don't follow up -- the cost of calling doesn't outweigh the value |
25 boxes or more | Do call and schedule a collection appointment |
By applying this threshold consistently, you prevent your team from spending hours chasing small numbers. Focus your energy on the customers where it really makes a difference.
Tip: Discuss the threshold with your team so everyone follows the same approach. Write the threshold down in your working agreements.
Step 4 - Accept and tick off differences of up to 10%
When collecting, your removal crew don't need to count exactly. If 100 boxes were delivered and your team counts roughly 100 back, you record 100 -- not 96 or 103.
Use a tolerance margin of 10%:
Situation | What to do |
100 boxes delivered, ~95-105 counted back | Record as 100 and tick off |
100 boxes delivered, 80 counted back | Record the actual number and follow up |
50 boxes delivered, ~47-53 counted back | Record as 50 and tick off |
The aim is a workable system, not accounting-level precision. If your removal crew have to count every single box individually, it takes more time than it's worth and they'll disengage from the whole registration process.
Expected result: Your team registers consistently because the process is quick and practical. The data is reliable enough to spot trends and flag major discrepancies.
Note: The 10% margin applies at the point of collection. If there are consistently large discrepancies (for example, always 20% fewer returned), you may have a different problem -- it's then time to evaluate your process on the removal day.
Step 5 - Small quantities at a distance: let the customer keep them and write off
Some customers still have 10-15 boxes, but live far from your warehouse. In that case, collection isn't cost-effective: the trip costs more than the boxes are worth.
Use the following write-off rule:
Situation | Action |
Fewer than 10-15 boxes and the customer lives at a distance | The customer may keep the boxes -- write them off in the system |
Fewer than 10-15 boxes and the customer lives nearby | Combine collection with another trip in the area |
More than 15 boxes regardless of distance | Always schedule a collection appointment |
By writing off small quantities at a distance instead of collecting them, you save significantly on trip costs and labour hours. The customer is happy (free boxes) and you save an unprofitable trip.
Expected result: After writing off, the customer disappears from your outstanding boxes list and you no longer need to spend time on it.
Step 6 - Monitor the overview via the dashboard
With the thresholds and write-off rules from the previous steps, you have a workable policy. Use the dashboard to monitor whether your policy is working.
In the dashboard, you'll see per customer:
Data point | What it tells you |
Number of outstanding boxes | How many boxes this customer still has |
Sales value | What those boxes are worth (sales price) |
Purchase value | What you paid for those boxes |
Days outstanding | How long the boxes have already been with the customer |
Tip: Review the box overview monthly. This way, you'll quickly see whether the loss percentage is falling now that you're actively working with thresholds.
The cost of box loss
To understand the impact of box loss, here's a worked example:
Data point | Value |
Boxes purchased per year | 20,000 |
Purchase price per box (average) | EUR 0.30 - 0.50 |
Total purchase cost per year | EUR 6,000 - 10,000 |
Estimated loss (40%) | 8,000 boxes |
Cost of lost boxes | EUR 2,400 - 4,000 |
Lost sales revenue | EUR 4,000+ |
At many companies, box purchases are considerably higher than box revenue. If you purchase EUR 20,000 worth a year but only re-invoice EUR 4,000, the difference cannot be fully explained by wear and tear. A large part is pure loss.
Note: Your accountant will ask questions if the purchase/sales ratio for boxes is structurally skewed. With the box dashboard in Bas, you can show exactly where the loss lies and what measures you've taken.
Summary of write-off policy
Rule | Threshold | Action |
Registration threshold | Fewer than 25 boxes outstanding | Don't follow up |
Tolerance margin | Up to 10% difference at collection | Accept and tick off |
Distance write-off | Fewer than 10-15 boxes, customer at a distance | Let them keep it, write off |
Collection reminder | After 90 days without a collection appointment | Automatic task |
Active follow-up | 25+ boxes outstanding | Call and schedule a collection appointment |
Tips
Make the policy explicit. Write down your thresholds and write-off rules so everyone on the team follows the same approach. Unwritten rules lead to inconsistency.
Keep registration simple. The easier it is to register boxes, the more consistently your team will do it. 10 seconds per box in the app is achievable; manually counting and filling in forms is not.
Combine collections. Where possible, schedule box collection together with another address in the same region. This makes the trip cost-effective, even for smaller quantities.
Evaluate your loss percentage every quarter. Compare your purchases with your returns. A falling loss percentage confirms that your policy is working.
Use the dashboard as a discussion tool. Show your accountant or management how many boxes are outstanding and what measures you're taking. Data is more convincing than gut feeling.
Note
No registration = no insight. Without consistent registration at delivery, all your thresholds and rules are pointless. Always start with step 1.
Paper forms don't work. Collection forms filled in on paper end up in a drawer or container and are never processed. Digital registration in the app is the only method that works structurally.
Writing off isn't accepting loss. It's a deliberate choice not to spend money on something that costs more than it delivers. The alternative -- calling every customer and collecting every box -- is more expensive than the loss itself.
Thresholds that are too high are also a risk. Start with the recommended thresholds (25 boxes, 10% margin) and adjust based on your own figures. If your threshold is too high, you'll still incur unnecessary loss.