CEP Insight
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.

Case reference: ____________________
Review date: ____________________
Reviewer: ____________________
Carrier · service · origin / destination: ____________________

[ ] 1. Confirm the contracted carrier, service and market from shipping documents. Record the official tracking and support pages consulted and the access date.
Evidence: ____________________
Responsible owner: ____________________
Open questions / next action: ____________________

[ ] 2. Map the order, origin waybill and destination identifier. Record the source of each association; leave unconfirmed links unresolved.
Evidence: ____________________
Responsible owner: ____________________
Open questions / next action: ____________________

[ ] 3. Preserve 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: ____________________
Responsible owner: ____________________
Open questions / next action: ____________________

[ ] 4. If an estimated delivery is relevant, record its value, retrieval time and subsequent revisions. Distinguish an estimate from an observed delivery event.
Evidence: ____________________
Responsible owner: ____________________
Open questions / next action: ____________________

[ ] 5. Check customs release, departure, destination acceptance and delivery as separate records. Request handoff evidence and record missing information without inferring possession from release alone.
Evidence: ____________________
Responsible owner: ____________________
Open questions / next action: ____________________

[ ] 6. For 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: ____________________
Responsible owner: ____________________
Open questions / next action: ____________________

[ ] 7. Record 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: ____________________
Responsible owner: ____________________
Open questions / next action: ____________________

Unresolved evidence / conflicting accounts: ____________________
Next review date: ____________________
Recorded finding / next action: ____________________

Tracking gaps and disputed delivery: an evidence review for cross-border parcels
https://cepinsight.com/en/articles/cross-border-tracking-gaps-and-delivery-disputes