When a resolution is provided by the customer, we must adhere to their decision. Below is a list of potential resolutions, with further information about each.
- Rework- If product needs to be repalletized, it may be brought to a Rework Facility (and is oftentimes rerouted or returned to deliver after that).
- Reroute - Product may need to be directed to a new facility location.
- Return to Receiver - Product will be accepted at the receiver again.
- Return to Shipper - Product is returned to the original shipper.
- Donation - Product may be donated to a local food shelf or similar facility.
- Disposal - If unsellable, the customer may ask to dispose of the product.
When product was rejected because it shifted or moved while in transit, Convoy may attempt to find a lumper or rework facility to restack the product before attempting to deliver a second time. In rare occurrences, a lumper or rework facility may not available or nearby. If this happens, Convoy may ask the carrier to assist in restacking the product.
Return to Receiver
Occasionally, the customer will direct the carrier to attempt to deliver at the receiver again. Although the receiver may have rejected the product in the first place, the customer often takes action in order to ensure the product will be accepted at the receiver.
Return to Shipper
When the customer decides the product needs to be returned to the shipper, the customer will often issue an RMA or RA number. This number is used in order to get offloaded (but isn’t always necessary). If a number is needed, it is possible we will ask a carrier to head to the shipper before we have the number. We will provide that number to the carrier as soon as it is issued.
As an alternative to returning the product back to the shipper, the customer sometimes finds an alternate facility to deliver to. In this case, a driver will be given a new address and facility information in order to deliver. In some instances, additional paperwork or appointment numbers are needed to complete this delivery. If that is the case, a driver will be informed of that before arrival.
When a customer chooses to have the carrier donate the remaining product, they often choose a facility near the carrier's current location. The shipper chooses these facilities largely due to predetermined agreements and don't often allow carriers to choose where to donate to. If a carrier has an alternate suggestion to the one given, we must have it approved by the customer before donation occurs (which could take up to 24 hours to get approval).
It is important that the carrier obtains a receipt as proof of donation. This verifies for the customer that the product was not discarded, resold, or used in any other way. Convoy will not be able to close out the shipment for payment until a donation receipt is uploaded.
When a customer requests to have product disposed of, it is the carrier's responsibility to dispose of the product in an environmentally friendly way and ensure that it is not resold or donated. Convoy cannot direct a carrier on where to dispose of any product, so the option is generally left to the carrier's discretion. Given the freedom of discretion, there is generally no compensation available for extra stops on disposal.
Oftentimes, customers require verification on disposal (usually in the form of receipts or photos). When disposing at a licensed dump facility, carriers must obtain a disposal receipt and upload the receipt to the Convoy app. For photo evidence, the carrier must simply obtain a photo of product at a dump site.
Non-Resale Form (NRF)
Some customers may request an NRF to verify product has not been re-distributed. The document declares that product must not be re-sold or donated. If a customer needs an NRF as proof of disposal, it will be emailed to the address on file. Carrier's must complete the form within 24 hours of disposal notification. To complete the form correctly, the carrier must submit the full address of the disposal location, as well as the PO#, Lot Code, and Carrier information (if not already entered).