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ADDRESSING DESCRIPTION ERROR FOR PACKAGING MATERIALS

Shared 20th February, 2025

Dear Team,

This memo serves to inform all CSRs of new regulations being implemented based on our agreement at AGM 2025 to address the rising number of parcel description discrepancies, which have led to delays and complications during parcel retrieval at the destination.

There have been increasing instances where parcels arrive at the end destination, and the description in the system does not match the physical appearance of the item.

This mismatch has resulted in significant delays in locating parcels when the recipient comes for collection, and has generally caused inefficiencies in our logistics operations.

To mitigate these issues, the following regulations are now in effect:

  1. A debit of N5000 will be charged to any CSR responsible for a case of description error that is escalated at an end destination after the 3rd attempt.

This will help reinforce the importance of accurate descriptions and ensure that each CSR is diligent in their role.

  1. CSRs should desist from assuming or pre-assigning packaging materials for parcels.

It has been observed that some packaging material assumptions are made prior to actual usage, leading to discrepancies if another packaging material is eventually used. If the system is not updated with the correct packaging information, it creates complications when the destination station attempts to locate the parcel.

A stop has to be placed on this to avoid escalation of wrong description used from the parcel’s destination

  1. It is crucial that CSRs conduct a thorough inspection of each item to determine the appropriate packaging material; nonetheless, the packaging should never be assumed.

If a different material is used than initially planned, a modification request must be sent to the Resolution team to ensure that the system reflects the actual packaging used.

  1. CSRs are required to specify the colors of the packaging materials used when registering parcels in the system. A clear and accurate description of the item, including details about the type and color of packaging material used must be stated in the description upon parcel registration. For example: BABY ROCKERS & CLOTHES IN A STRIPPED GREEN & RED GMG (SHRINK WRAPPED),CLOTHES IN YELLOW FANCY NYLON, CLOTHES AND HAIR IN WHITE CARTON etc.

This added detail will improve accuracy and reduce confusion when locating parcels at the destination station.

  1. The system has been updated to allow editing of the description and weight during registration. Click on the description text to edit before saving the transaction. CSRs should actively observe their parcels to ensure the accuracy of item descriptions.

During the dispatch trip creation process, whoever is handling the creation should closely verify that the description on the system matches the physical appearance of the item. If discrepancies are noticed, they must be addressed immediately to avoid future issues through escalation via mail to resolution@guologistics.ng  

We appreciate your full cooperation and attention as they are adhered to, which will ultimately enhance the overall service we provide to our customers.

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