Keep references in the shipment record
Retain the request reference together with the responsible contact and agreed communication channel. An internal request reference may differ from a waybill number or carrier identifier. Label each identifier correctly to avoid confusion in correspondence.
Check the time and source of each update
Read when an update was recorded and which stage it describes. A recorded event is not a live vehicle position. Confirm information with the responsible contact and relevant documents before making a time-sensitive decision.
Coordinate changes through an agreed channel
Communicate changes to the address, recipient or delivery time through the agreed channel and obtain acknowledgement. Identify who is authorised to approve changes. Sending a change request alone does not mean it has been accepted or implemented; follow up on the review outcome.
Complete the record after delivery
Keep the delivery receipt and any discrepancies with the shipment documents. Do not publish contact details, addresses or commercial documents, and restrict access to the people involved. Include the reference and a clear description of any outstanding issue when following up.
