What Does It Mean When I Receive a Report?

What Does It Mean When I Receive a Report?

The platform automatically sends reports when issues arise in logistics services. These reports are categorized by the service status and the nature of the problem. This article explains each status and the meaning of each report.

Reports You May Receive When the Service Is "In Process"

- Adverse Situation at Origin or Destination : External issues preventing access to the site.
- Employee Not Responding : Operations attempts to contact either the pick-up or delivery point without success, requiring user support.
- Awaiting Response : The service is paused until the user completes a necessary action.

Reports You May Receive When the Service Is "Active"

General Reports :
- Adverse Situation at Origin or Destination : External issues that change the service dates.
- Public Holidays in the Country : Service dates are rescheduled due to non-working holidays.

Reports Related to Collection/Delivery Attempts :
- Employee Refuses to Deliver : Collection attempts are made, but the employee refuses to hand over the equipment. After the third attempt, the service is canceled without a refund.
- Employee Not Available on Scheduled Dates : The employee is not present at the indicated location at the scheduled time. Only three attempts are made; after the third attempt, the service is canceled without a refund.

How Are Reports Communicated?

- Email : The user receives an email detailing the report type and required actions.
- Dashboard Notification : A notification appears on the platform dashboard.
- Banner on the Service Page : A banner on the specific service page explains the type of report.

Actions to Take When You Receive a Report

Review the Report :
Read the email, notification, and/or banner carefully to understand the issue and any required actions.

Contact Support (if necessary) :
In all cases, you have the option to contact support for additional assistance. To do so, click the "Support" button on the platform.

If the Employee Is Not Responding :
Provide an alternate phone number or an additional contact, or get in touch with the employee directly.

Awaiting Response :
Contact the employee to confirm that everything is in order.

Employee Refuses to Deliver / Not Available on Scheduled Dates :
Take necessary actions to ensure availability, as only three attempts are made. After the third unsuccessful attempt, the service is canceled without a refund.

What to Expect After Receiving a Report

If no action is required from you, here’s what to expect:

- Adverse Situation at Origin or Destination :
You will be notified once the service progresses.

- Public Holidays in the Country :
This is informational, notifying you that delays may occur.

Updated on: 05/11/2024