When receiving a ticket that contains an incident report, this is what you should do

What to do with an incident report:

Step 1: Advise the client

• Send a mail to the client informing them of the situation by first removing the content not required by the client
• Obtain written instruction of what to do with the freight
• Action accordingly
• Update the messages on Winfreight
• DO NOT forward the incident report, as is, to the client

Step 2: Update the ticket fields

• If the client wants you to return the freight, assign the ticket to RVL.
• If the client wants you to deliver, as is, inform the operator and update the messages on Winfreight, and Resolve the ticket.