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Tracking exception review worksheet

CEP Insight editorial worksheet for one shipment exception. Record source documents and unresolved questions; checking a step records review, not proof of loss, receipt or compensation entitlement. Follow the carrier’s applicable service and market procedures. Use an internal case reference and omit unnecessary personal information.

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0 of 7 steps reviewed

Tick a step after reviewing it. Progress records your review; confirm the outcome from the evidence and unresolved actions.

Review details

Case reference

Review date

Reviewer

Carrier · service · origin / destination

Review steps

Step 1Confirm the contracted carrier, service and market from shipping documents. Record the official tracking and support pages consulted and the access date.
Evidence and next actionOptional
Evidence
Responsible owner
Open questions / next action
Step 2Map the order, origin waybill and destination identifier. Record the source of each association; leave unconfirmed links unresolved.
Evidence and next actionOptional
Evidence
Responsible owner
Open questions / next action
Step 3Preserve the status wording, event time and timezone, and the time you accessed it. Separate an event from a current summary and record unavailable timestamps.
Evidence and next actionOptional
Evidence
Responsible owner
Open questions / next action
Step 4If an estimated delivery is relevant, record its value, retrieval time and subsequent revisions. Distinguish an estimate from an observed delivery event.
Evidence and next actionOptional
Evidence
Responsible owner
Open questions / next action
Step 5Check customs release, departure, destination acceptance and delivery as separate records. Request handoff evidence and record missing information without inferring possession from release alone.
Evidence and next actionOptional
Evidence
Responsible owner
Open questions / next action
Step 6For disputed delivery, record the recipient’s account, agreed delivery arrangement and available proof. Keep conflicting accounts identifiable and avoid treating a status label as a resolved finding.
Evidence and next actionOptional
Evidence
Responsible owner
Open questions / next action
Step 7Record enquiries: contact, role, case number, date, response, next action and agreed follow-up date. Check applicable enquiry or claim procedures; document the outcome or unresolved status.
Evidence and next actionOptional
Evidence
Responsible owner
Open questions / next action

Review outcome

Unresolved evidence / conflicting accounts

Next review date

Recorded finding / next action

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