Open
Define the item, parties, references and desired resolution.
Carrier liaison / ZA
One case file for every conversation
Carrier liaison is more effective when reference numbers, dates, locations, contact attempts and requested outcomes stay consistent.
TerritorySouth Africa
Case modeEvidence first
ScopeGoods + parcels
OutcomeRecorded close
Keep the message stable
A useful case file lets another person understand the problem without rebuilding the story from the beginning. The details below create that continuity.
01 / Case reference
Add only the information needed to distinguish and trace this item.
02 / Contact channel
Confirm who owns the next action and how it will be evidenced.
03 / Agent or team
Add only the information needed to distinguish and trace this item.
04 / Date and time
Confirm who owns the next action and how it will be evidenced.
05 / Information supplied
Add only the information needed to distinguish and trace this item.
06 / Next action and deadline
Confirm who owns the next action and how it will be evidenced.
Case movement
Progress is not measured by the number of messages sent. It is measured by verified information, an accountable next step and a recorded outcome.
Verify
Check addresses, dates, tracking events and handover evidence.
Trace
Locate the point where the verified chain stops.
Act
Use the relevant escalation or operational response.
Close
Document the outcome and any control change.
Individual parcel
Structure an enquiry involving an order, delivery, collection or return.
Open route →Business recovery
Coordinate an exception involving staff, facilities, couriers or customers.
Open route →Control review
Examine repeat losses and improve the package-handling process.
Open route →