Operation center in GZ(Guangzhou)sent a local express mail via COD worth of 9,500 RMB in March 16th, 2011. The consignee received the package on March,17th ,which was sent by our company but the shipment waybill is of Yibang Express and Zhai Jisong Express’s bill number does not exist. All of a sudden, we realized that the goods may be stealed, then we contacted the courier from Zhai Jisong Express to inquire whether he received the goods in the express mail. We could not provide the base sheet or any proof to prove the courier took the goods. (Warehouse in GZ is located in the yard of China Post’s logistics base in Fangcun village. Ever since Feburary,2011,China Post has forbidden any courier to go in and out of the warehousing yard, the handover procedure must be finished outside the warehousing yard). Because of the weather that day, the courier took the goods and returned the base sheet the second day, no handover procedure was conducted at that time.
Solutions:
Firstly, we got the Yibang Express’s base sheet from the consignee and contacted the courier concerned in Yibang Express; Then we got the video hung over the China Post’s yard. After we showed those proofs, the courier had to admit that he had received the goods and was willing to compensate for all the payment for goods. Zhai Jisong Express compensated the promised payment.
Lessons：
We have learned a lesson from this incident: the number of stock in and out must be kept accurate and the handover procedure must be conducted without any errors. All people in Guangzhou Operation Center reflected on this incident and found out some problems and loopholes during operation. Also we need to operate in strict accordance with our company’s operation procedures. Besides, the responsibility needs to be placed on each corresponding employee.
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