Logistics Management
Logistics Management encompasses the oversight and optimization of the logistics process, including:
Performance management
Reports
Invoices
Lost and damaged parcels.
Performance Management
Performance Management optimizes logistics by monitoring carrier performance, managing customs clearance and operational issues, and handling compensation claims for lost or damaged parcels.
Carrier Performance Management: Monitoring carrier performance against the Transit Time Service Level Agreement (SLA) on a "per lane" basis.
Customs Duty Clearance Management: Overseeing the SLA and resolving issues related to customs duty clearance.
Operational Issue Management: Handling operational issues related to the loss and damage of parcels.
Compensation Claims: Managing the claims process for agreed compensation for lost or damaged parcels.
Reports
Two-way Daily Carrier Report
A daily carrier report lists all exceptions and can be sent directly from the carrier to the merchant for visibility. The report includes any type of exception, such as:
Undeliverable returns
Damages
Lost
Denied Party Screening
Custom issues
Address queries
The Global-e Operations Team processes each report per air waybill (AWB) and returns it to the carrier on the same day, copying the merchant if necessary.
Carrier Performance Report
Carrier performance reports are available in various formats, including daily, weekly, monthly, quarterly, or as needed. These reports can be provided in summary form or with detailed order information.
To receive a carrier performance report:
Open a Jira task to DB team. (what's DB and are more instructions needed?)
Create a request for a 'Merchant Logistics Performance Report' and attach an example report, such as this one.
Define a time period: weekly, monthly, quarterly
Important
The report is based on % SLA of the delivery days presented at the checkout.
Reports do not take into consideration Bank Holidays in the countries they are passing through or being delivered.
Only Bank Holidays in the countries the goods are shipping from are considered. For example - a UK merchant Bank Holiday will be only the ones in the UK.
The report only considers Monday-Friday as business days and does not consider Middle Eastern countries where the working week is Sunday-Thursday.
The report works on pre-set calculations - if any of the following is inaccurate, the report will give false results:
The time it takes the merchant to pick and pack.
One day for orders that ship through our facility.
The report works on 'Stop the clock' events and not once the parcel is finally delivered. For example - Attempted delivery, customer refusal will be 'stop the clock' events.
Report Examples
Example of a simple report
Example of a more complex report
This report is more detailed and includes a breakdown of reasons why a parcel is out of SLA.
Note
The reason is flawed as it is based on the tracking event from the carrier on the day it should be delivered. If an order is held in customers for five days and is then released to the carrier on the delivery day, it will look like a carrier delay when it is in fact a custom delay.
Report Terms
Explanations of common terms used in the performance reports.
Delivered on Time: This is a stop-the-clock event/delivered scan which means the shipment is within SLA.
Delivered on Time with Delayed Tracking : These are shipments that have had a stop-the-clock event within SLA however the actual pod/event was sent to Global-e at a later date.
For example, when a pod is a paper pod and is loaded electronically at a later date. If there are 2 columns – delivered on time and delivered on time with delayed tracking- the latter should be the stats that you review.
Network Success : This part looks at Global-e and Carriers' delivery time SLA. It is measured by the first stop-the-clock event if it is within SLA.
Overall Success : Includes the merchant pick and pack and delivery to outhe Global-e hub (if applicable). This is the actual delivery to the customer within SLA.
Customer Exceptions : These are outside of the carriers' control and anything shown in these fields is excluded from the carrier SLA as these are uncontrollable events.
Reporting Carrier Exceptions
A carrier exceptions report can be sent directly to the merchant from the carrier for visibility (DHL and DPD if its merchant hub). It is mainly relevant for merchants that are doing 1st line.
The report includes any kind of exception, such as:
Undeliverable returns
Damages
Loses
Denied Party Screening
Custom issues
Address queries
Report action items are actioned per AWB by the Global-e Ops Team and returned to the carrier the same day with the merchant copied if necessary.
Invoice Management
The invoice management process ensures accurate billing and payment for all shipping and duty invoices.
Key activities:
Payment of shipping and duty invoices to carriers.
Reconciliation of invoices against the agreed rate card to identify billing discrepancies.
Handling of billing issues and disputes.
Managing queries with carriers.
Consolidating carrier invoices and charging them to the merchant every week.
Lost and Damaged
Lost in Transit
When a parcel is lost in transit, the liability for the loss depends on where the incident occurred and which party is responsible for the carrier.
This table outlines the entity responsible for a lost shipment at different stages of the shipping process.
Situation | Liable Party | Action |
|---|---|---|
Lost between the merchant and Global-e hub | The merchant's shipper | Merchant is responsible for investigating the claim with their chosen domestic carrier |
Lost in the Global-e hub | Global-e | Global-e reimburses 100% of the net value of the goods. |
Lost by the merchant's carrier (WYOL) | The merchant's shipper | The merchant manages the claim. |
Lost by Global-e's carrier | Carrier |
|
The Claim Process for a Parcel Lost by a Global-e Carrier
When a parcel is lost by the Global-e carrier, the following process is initiated.
Global-e manages the claim, and compensation is based on the carrier’s liability.
The claim process:
Invoice Submission: Global-e provides the carrier with a copy of the invoice, and an investigation is opened.
Proof of Delivery Disputes:
If there is a dispute over Proof of Delivery (POD), a note from the consignee is required, advising non-receipt. This note is referred to as a "Declaration of Honour".
If the customer refuses to provide the declaration for an order marked as delivered, GE cannot open a claim.
Carrier Liability:
If the parcel cannot be located, and the claim falls within the liability period, the carrier refunds based on their liability cover.
No Carrier Scan at Merchant Hub
If there is no scan from the carrier at all, the following steps apply:
The merchant hub from which the goods were collected must supply the signed end-of-day manifest, signed by the carrier driver at the point of collection.
If the merchant cannot provide this manifest, Global-e cannot open a claim.
Damaged in Transit
When a parcel is damaged, liability for the damage depends on where the incident occurred and which party is responsible for the carrier.
This table outlines the entity responsible for damages incurred at different stages of the parcel shipping process.
Situation | Liable Party | Action |
|---|---|---|
Damaged in transit to the Global-e hub (with merchant carriers) | The merchant's carrier | The merchant manages the claim. |
Damaged in the Global-e hub | Global-e | Global-e manages the claim. |
Damaged in transit with the Global-e carrier | Global-e's carrier |
|
Damaged during delivery to the end customer | The carrier |
|
The following scenarios detail what happens when parcels are damaged in different stages of the shipping process.
Damaged in Transit to Global-e Hub - Merchant's Carrier
If parcels shipped by the merchant are damaged in transit to a Global-e hub, Global-e notifies the merchant's Account Manager with a photo of the damaged parcel.
The merchant is responsible for filing a claim with their delivery carrier for damages that occurred before the parcel arrived at the Global-e hub.
Global-e rejects any fully wet or severely damaged pallets.
Damaged During Transit with Global-e Carrier
When parcels shipped by Global-e are damaged in transit, Global-e manages the damage claims with the carrier, and compensation is based on the carrier's liability.
The carrier informs Global-e of the issue, specifying whether the damage affects the packaging or contents. Global-e then decides, according to the merchant's requirements, whether to destroy, repackage, deliver, or return the parcel.
Global-e also provides a copy of the invoice.
The carrier processes the claim based on liability coverage, provided the merchant adequately packaged the parcel.
Damaged in the Global-e Hub
If Global-e discovers a damaged parcel within a pallet or consolidated box, they notify the merchant's Account Manager and provide a photo.
The merchant must file a claim with their delivery carrier for damages that occurred before the parcel reached the Global-e hub.
Global-e rejects pallets that are completely wet or significantly damaged.
Damage Discovered After Delivery to Customer
When a parcel is found to be damaged after delivery to the customer, Global-e manages the claim with the carrier, and compensation is based on the carrier's liability.
The customer must provide pictures of the inner and outer packaging, as well as the damaged items. These pictures, along with the invoice, order number, and airway bill (AWB) details, are submitted to the carrier. The carrier will then open an investigation.
If the claim falls within the liability coverage and the packaging is deemed sufficient, the carrier will process a refund.