PROCESSES FOR PARCELS

These are processes guiding how parcel changes can be made

• Cancellation of Parcels
• Change in Parcel's Destination (Reroute & Return)

Cancellation of Parcels

Cancelling a parcel means that the parcel has been registered (it now has a PID), it is yet to get to the destination and The Sender wants to retrieve it at the origin.

GUIDELINES FOR CANCELLATION

•  A mail should be sent with the subject ‘CANCELLATION OF PARCEL PID XXX’.
• The Mail should be sent to The BOM (benita.m@guologistics.com) and Cc ( resolution@guologistics.ng & compliance@guologistics.com)
•  State the reason for cancellation in the body of the mail.
•  State present location of the parcel.
•  Note that cancellation fee will be deducted from the amount charged and the remaining amount will be given to the sender.

SCENARIOS: If parcel is;

At Origin station:

• For parcels packaged with GMB, cancellation fee is ₦500.
• For parcels packaged with other company material, cancellation fee will be ₦500 plus cost of materials used.
• For Very Important Cargos (international passport, laptops, phones, original documents etc.) cancellation fee will be ₦1000.
• For multiple items in a PID, the cancellation fee will be above N1000, kindly do well to confirm from The BOM or Compliance. Use 15% of amount paid as a guide together with packaging materials used if any.

Within Region:

• For parcels packaged with GMB only, the cancellation fee is ₦1000.
• For parcels packaged with other company materials, cancellation fee will be ₦1000 plus cost of materials used.

Outside Region:

• For parcels, cancellation fee is the same amount paid upon registration (i.e. no refund).

N.B: If the sender makes a request to cancel a parcel but fails to pick up on the day of request, a demurrage fee of ₦500 will be added per day for storage of that parcel.

Change in Parcel's Destination (Reroute & Return)

Change in Parcel's Destination

This typically means that the parcel has been registered and the destination needs to be changed from the current one to a new one. Rerouting and returning of parcels always involve a change in destination of the parcel

For Re-Routing Parcels

Reroute of Parcel means "to send a parcel by or along a different route" - It usually involves a change in destination (meaning that the parcel is still at the origin or has left the origin). 

There are various situations for Re-route

1. Parcel has just be registered and is yet to leave the origin, then the sender makes a request for a change in destination.
2. Parcel has left the origin and is in transit and the destination is being requested by the sender to be changed from the initial destination to a new one.
3. Parcel has left the origin and has been made available for collection but the sender notifies Company (through the station or Customer Care) that the receiver will need to pickup from a new destination or the receiver has changed

Things to do

• • Send a mail to The BOM (benita.m@guologistics.com) and Cc compliance@guologistics.com  resolution@guologistics.ng & emeka.amadi@guologistics.ng
  • Ensure the request is made by the sender of the parcel.
  • Confirm the new destination.
  • Confirm with the sender that the receiver’s details tallys with the one registered on the PID. If it is different from the original one, kindly indicate in the mail.
  • Ensure the Parcel ID is properly stated in the subject and body of the mail.
  • State the reason for the change in the body of the mail (either sender's request or error made during registration)
  • Confirm amount to be charged for reroute based on No. of items, weight and destination. The lowest amount for the reroute fee is N500.
  • For GMBs;
    • If the parcel is within the same state (i.e. the parcel was registered on the day the mail is sent and it is still at the station or within the state) then N500 will be charged for reroute.
    • If the parcel is moving across two states (i.e. the parcel has moved out of the station, to the initial location and the new destination is in the same region with the former), then N1000 will be charged for reroute.
    • If the parcel is moving across regions (i.e. the initial and new destination of the parcel are in different regions) then N1500 and above will be charged for reroute.
    • If the item in the PID is more than 1, kindly consult the BOM for the appropriate reroute fee.
    • Demurrage charge will also apply in the case of long stay of parcel after 72hrs in the destination. N200, per day on small items in GMB and 500 per day for Non-GMB items 
  • For Non-GMBs; Kindly consult the BOM or Compliance for the appropriate reroute fee

Note: If a change in destination request comes prior to the receipt and barcode being printed, there will be a grace period of 5mins within the time of registration to contact the BOM or Resolution to rectify the error.

For Returning Parcels

Return of a parcel means that the parcel has left the origin and has gotten to the destination and has been made available for collection but is yet to be collected and processed out, then the sender requests for it to be sent back to the origin.

• Ensure an official email is sent for any parcel return. Send mail to The BOM (benita.m@guologistics.com) and compliance@guologistics.com  Cc resolution@guologistics.ng & emeka.amadi@guologistics.ng
• Ensure the accurate PID is provided
• Check the Originating station and confirm current location of the parcel (It must have been acknowledged at the destination before it can qualify under return)
• The mail sent requesting for return from Customer Care or the Origin Station will be responded to with the cost for return. The cost of return is usually the same amount charged to send the parcel initially.
• If there was additional packaging material accounted for during registration, then the cost allocated to packaging will be deducted from the amount charged as no additional packaging will be required to return the parcel. If additional packaging will be required, kindly state in the mail.
• A go ahead will be given for the parcel to be processed on the App from BOM, Compliance or Resolution.
• The parcel will then be re-registered with the amount paid into company account or at the initial origin of the parcel. This payment is to be made before return can take place.
• Once payment has been confirmed (providing proof of payment or date recorded on Log), then the Destination, the Receiver’s details and New EDD will be changed on the App and communicated via mail to enable movement and appropriate tripping.
• Ensure a mail is sent to the Initial destination Station copying(Cc) the New destination (first Origin), Resolution, compliance, the stations the parcel will pass through (CPS’ if applicable) and Accounts (bringing their attention to the log)

 

Re-route & Return of parcel requires payment from the person initiating the request( should be the sender). This payment MUST be accounted for in your (the station requesting the reroute/return) Log. If an error in destination comes from the CSR during registration, kindly note that the reroute fee will be harvested and communication will come through HR.

Change of trip destination

This is when a trip needs to be changed because it was mistakenly scanned or the trip was for another station but landed at your station.

Things to do

• Send a mail for changes to be made.
• If parcels were not tripped to your station, inform the BOM with an email for the destination of that trip to be changed, tagging the origin and end destination.