Order Handling, Delivery Reliability, and Claims

Purpose: To establish guidelines and procedures for efficient order handling, delivery reliability, and effectively managing claims within Allpack Fulfillment. This SOP aims to uphold customer satisfaction by ensuring accurate order processing, timely delivery, and prompt resolution of any claims or issues that may arise during the delivery process.

Responsibilities:

1. Warehouse Staff: Prepare orders for shipment in accordance with customer specifications and delivery requirements and ensure accurate picking, packing, and labeling of items for shipment.
2. Warehouse Supervisors/Managers: Oversee the order handling, delivery, and claims management processes. Ensure adherence to SOPs, analyze performance metrics related to order accuracy, delivery reliability, and claims resolution to identify areas for improvement. Ensure timely dispatch of shipments and monitor delivery progress. Handle delivery exceptions or delays promptly and proactively communicate with customers.

Procedure:

1. Order Handling
  * Warehouse staff pick, pack, and label items for shipment according to customer orders.
  * Warehouse staff must process orders in the order of FIFO with Express orders taking priority.
  * 99% of orders received by 4:00 PM EST need to be shipped the same day. Depending on the side of the shipment, time of day received, and volume on other outbound shipments, this process could take longer. E-commerce orders must be shipped by the end of the next operational business day. B2B orders do not apply.
2. Delivery Reliability
  * Once Allpack tenders the order to the carrier, Allpack is not responsible for the delivery time. 
3. Claims Management
  * Customer claims or complaints regarding order discrepancies, delivery issues, or product damages are received, logged, and submitted by an Allpack customer service representative.
  * Once claims are submitted, Allpack customer service will follow up on carrier delivery issues and claims. At times, customers or receivers may need to intervene as needed.
  * In order to file claims, Allpack will need pictures of any damaged shipments and for all claims Allpack will require a commercial invoice from the sale.

  * “Late Delivery” package claims cannot be submitted or claimed. Be advised that we can only submit claims for the following reasons:
     1. Lost Shipment (Stuck in Label Created, no movements in the last 2 weeks, or Delivered but Not Received)
     2. Missing (Delivered but missing items, box, or contents)
     3. Damaged (Content and Box are damaged. Some couriers request proof of damage so a photo must be provided).
  * For incorrect item(s) shipped,customers must send Allpack a separate support ticket for us to check and take necessary action.
  * To Log and Track the Status of Claims:
     1. Log and track claims and status within a Google Spreadsheet that is shared with the applicable customer only on a requested basis.
  * Allpack does not apply refund credits until payment has been received from the carrier. These will be shown on the billing line item tab on the spreadsheet accompanying invoices.

Emergency Procedures: In case of emergencies (e.g. spills, accidents), follow established emergency protocols and notify appropriate authorities immediately.