Customer Service:Tracing Missing Orders-Loomis (Out of Town)

Overview

• Determine if the missing products are in need of tracing.
• Obtain the proper information to perform a trace.
• Determine what carrier to trace with.

Trace or Picking Error

When a customer calls and says they are missing product you will need to determine if this call is a trace or a picking/shipping error. There are a couple of things that the customer can tell you which can help lead you in the right direction.

1.Are they missing more than 1 item? (good chance this is a trace)

2.Does the customer have an invoice? (good chance this is a picking error unless it is a number of items missing from this invoice)

3.Did the driver tell them they are short a box? (this is a trace)

4.Is the store outside of the Lower Mainland – if so this is a Loomis trace.

5.Did Customer Service receive a miss sort report from Loomis letting us know that the piece was going to fail for delivery? A miss sort report its emailed everyday to Customer Service to alert us of any issues for the day. As a group the Customer Service team calls each store to let them know of any parcel failures. See: [[Customer Service:Tracing Missing Orders - Atlas (In-town)|Customer Service:Tracing Missing Orders - Atlas (In-town)]

How to Trace Missing Orders

1.Click 'Sales Orders' in blue Enquiries

2.Enter store number, item number

3.Write down applicable order number

4.Goto 50 Warehouse menu\2 Picking and shipping menu\7. Pick List Status

5.Enter 'Order Number' and press 'enter'

6.When this has been done you will have a screen that divides the order into “Pick Lists”

• Pick lists are determined by individual areas in the warehouse.
• On this screen you can see the following information that is helpful for you trace.
  • Carrier - in this case it is ATL (Atlas)
  • Zone Group – Large down
  • Delivery Location – In town
  • Schedule Pick up time

7.You can also access more information by entering 'DT' (details) and pressing 'enter'

8.You can also access more information by 'SD' (shipping documents) and pressing 'enter'

Loomis Track and Trace

1.For Loomis traces you open the Loomis Track and Trace website [1]

2.uniPHARM’s unique pick list is what we use for a reference with Loomis. Enter this number from Mocha and enter it under reference number in Track and Trace and press 'Track'

3.Hint always add a 001, 002, 003 etc. to the pick list. This references the number of boxes belonging to this pick list and will vary from each pick list.

4.With the correct reference a new option opens showing you the waybill number for this piece. When you click on the 'View Status' link it will connect you with the history of this delivery.

• This piece was picked up from uniPHARM November 13 @ 17:31
• Was in Calgary November 16 @15:12
• Arrived in Red deer November 17 @ 3:55
• Out for delivery with the courier November 17 @5:50
• This particular piece should have been delivered on November 16

5.Once you have determined it is a Loomis Trace you then email the Warehouse Manager (geraldp@unipharm.com),the Warehouse Supervisor (gordonm@unipharm.com), custserv@unipharm.com, the Loomis Key Account Specialist (Lloyd.Fernandes@loomis-express.com and the Loomis Sales Representative (Kami.Gounder@loomis-express.com).

6.Include a copy of the information you have gathered from Track and Trace (copy and paste) directly into this email.

7.Your Key Account Specialist will acknowledge the trace and will give you an approximate eta for the missing piece.

8.When you receive this information relay it to the store.

Enter Hotline Incident

1.When making your hotline you should include on the “Incident Header Screen” who you were talking to at the store

2.Codes should be Problem – “ORDER” and Resol Code – “OITRAC”

3.Under the “Notes” section” enter:

• Pick list
• Who you spoke to anybody at Atlas
• Any information that you have discovered in your investigation