Although Lanter and Consolidated Routing will do their best to provide excellent service, there are bound to be problems from time to time.  In many cases, the best way to resolve a problem is to talk to your driver and develop a mutually acceptable solution.  That said, please remember that the basic elements of good service (delivery within a prescribed time, pick-up and delivery M-F, etc.) are part of our contract and you'll want to make sure that Orbis and Lanter are aware of any probelms you are experiencing.  The following are examples of possible courier service problems that may be encountered:

• Courier stop is not made (missed pickup/delivery)
• Courier stop made at a time other than standard or scheduled time
• Packages missing from a shipment
• Open packages
• Damaged items or packages

Missed pickup

For a missed pickup, the quickest way to get action is to: contact the Consolidated Routing office that serves your area - they should be able to provide information about a temporary schedule problem (such as equipment or road problem), or might be able to get a driver to your dropsite before the end of the day.

Please also report the problem to Orbis Cascade Alliance at orbiscas@uoregon.edu.

Lost or damaged item

Lost?If you think the item might be misplaced somewhere, or at the wrong library, try sending a brief message to the e-mail list, for example:

sample email message

From: Linda Frederiksen 
To: courier@lists.uoregon.edu
Subject: courier: Missing book

Please check your shelves or snags shelves for the following item and
return to me or the lending library, if found:

Title: A century of quiet accomplishment
Call number: E185.93 I15O36 1991

The book belongs at Boise State University, but has gone missing.

Thanks!

--
Linda Frederiksen
Access Services Librarian

Libraries can make a claim for reimbursement for lost or damaged items. Lanter liability is limited to $100 per package regardless of number of items in the package (padded envelope, courier bag, etc.).

Who makes the claim. Claims may be made by dropsites only, since dropsites have the business relationship and direct shipping connection with the courier program. The claim should be submitted by the owning library (or the dropsite representing the owning library). If the damage occurred on its way to the borrowing library, the borrowing library should return the item along with evidence, original packaging, and pertinent information to assist the library making the claim. If the damage might have occurred between the dropsite and a forwarding site, please exercise caution in determining the responsible party -- Orbis courier, or local delivery.

How.

1. Request a Lanter claim form from Orbis Cascade Alliance. You may keep one on hand to use for photocopying; these are not sequentially numbered. Remember to photocopy both sides, since the back includes instructions and requirements.

Fill out the form. To be valid, the Lanter claim form must include shipping record (manifest, called "Bill of Lading or Pickup Record Number" on the form) number and date; Item description, value and invoice demonstrating cost; and a copy of the shipping record.

Submit it. Attach a copy of the shipping record and invoice or other supporting documents, and submit it to Lanter at the address shown on the claim form.

Reporting deadline: Claim must reach Lanter within 15 days (damaged or missing item; 9 months for missing package). Receiving library: notify and provide necessary information to owning library within one week, to allow owning library to meet Lanter deadline.

Lanter policy: "Claims for damaged or shorted shipments must be filled within fifteen (15) days of the date of delivery. Claims for lost shipments must be filed within nine (9) months of the date the shipment was tendered to Lanter Delivery Systems, Inc." [i.e. Consolidated Routing or other contractor].

Schedule and other concerns

When the courier is arriving outside the 1-hour "window", for example 20 minutes early or 45 minutes late, contact Consolidated Routing as soon as practical. An occasional pickup outside the 1-hour window may happen from time to time due to substitute drivers unfamiliar with the order of the route, a local traffic problem, etc. The objective, however, is consistency ... and predictability for the library, especially as it relates to scheduling staff to prepare and process the outgoing and incoming packages. On occasion, the courier will work with the dropsite to establish a different pickup time to meet the driver's and library's work load.

• If you and the courier have agreed to a schedule change (a new 1-hour window) be sure that the Consolidated Routing office is aware, and notify Orbis Cascade Alliance so that the official schedule and Web page can be changed.
• Record schedule problems, and Consolidated Routing response, by sending an email to orbiscas@uoregon.edu.

For recurring schedule problems and other concerns please contact Orbis Cascade Alliance at orbiscas@uoregon.edu.

Call the Consolidated Routing office that serves your dropsite. Explain that you are part of the Orbis Courier Service and describe your problem.