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  • Scan Issue and Dex17 Solicitation - Nicodemus - 772206340070 - 772169217185

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    Reynard Flores
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    A courier failed to properly notify customers about late deliveries and attempted to reschedule deliveries without consent. For one shipment, the courier's vehicle was full so they left the package at the station instead of getting help, and did not inform the customer of the late delivery. For another shipment, the courier solicited a next day delivery without agreement from the customer. The courier should have communicated issues earlier, asked for station assistance if needed, and not attempted to reschedule without consent. The station discussed this with the courier and their agency, and will provide retraining to all couriers on proper procedures.

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    Scan Issue and Dex17 Solicitation - Nicodemus -772206340070 - 772169217185

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    A courier failed to properly notify customers about late deliveries and attempted to reschedule deliveries without consent. For one shipment, the courier's vehicle was full so they left the package at the station instead of getting help, and did not inform the customer of the late delivery. For another shipment, the courier solicited a next day delivery without agreement from the customer. The courier should have communicated issues earlier, asked for station assistance if needed, and not attempted to reschedule without consent. The station discussed this with the courier and their agency, and will provide retraining to all couriers on proper procedures.

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    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
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    3 views2 pages

    Scan Issue and Dex17 Solicitation - Nicodemus - 772206340070 - 772169217185

    Uploaded by

    Reynard Flores
    A courier failed to properly notify customers about late deliveries and attempted to reschedule deliveries without consent. For one shipment, the courier's vehicle was full so they left the package at the station instead of getting help, and did not inform the customer of the late delivery. For another shipment, the courier solicited a next day delivery without agreement from the customer. The courier should have communicated issues earlier, asked for station assistance if needed, and not attempted to reschedule without consent. The station discussed this with the courier and their agency, and will provide retraining to all couriers on proper procedures.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    What/Where was the

    failure? Scan Issue and Dex17 Solicitation

    AWBs:
    Scan Issue: 772206340070
    Dex17 Solicitation: 772169217185

    Courier: D Nicodemus

    Findings
    On 5/26/2023 station received an email regarding dispute on the scan applied and
    DEX17 Solicitation under 1 Route (Route 523)

    Please see details gathered after checking concern.

    Scan Issue: 772206340070

    - It is a multiple piece shipment tagged to RT523 D Nicodemus.


    - That shipment was left at station and scan is applied around 10:00am
    - Courier opted to left shipment at station for the reason that the vehicle
    they use is already full.
    - Courier mentioned that he will just do directly to consignee address to
    advise late delivery
    - Courier failed to notify consignee regarding concern.
    - Since there are no other ways to deliver shipment, consignee agreed for
    next day delivery.

    DEX17 Solicitation – 772169217185

    - Above mentioned AWB was tagged under RT523


    - As mentioned on the report by the consignee, courier is calling him/her for
    next day delivery and never agreed.
    - Courier still processed scan and applied DEX17 without consignee’s concern
    - Consignee call FedEx to complain, after receiving concern courier urgently
    called consignee since no agreement were formed courier proceeded with
    the delivery.

    What could have been done


    better? - Courier could have asked help of the station regarding shipment that can no longer
    be loaded due to truck size for proper planning.

    - Courier should never solicit future delivery specially if there are ways to cater the
    delivery.

    - Courier could have called consignee earlier regarding concern, if no details can be
    found courier could have ask the dispatch team of went earlier to the consignee’s
    address.
    Action Steps/Resolution
    - Station coordinator had a one on one discussion with the courier to advise and
    raise concern. Explained scenario and advise process in dealing with such concern.

    - Station to advise concern to courier’s agency for the issuance of Memo that will
    contain a 10day suspension for his action and will serve as a final warning.

    - Station to ensure all couriers are aware of the process and to include scenario on
    our daily PWB for all courier reference and also to be included as one of the topic for
    refresher course to be given to all couriers.

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