courier
Reporting problems to Senvoy and Alliance

 

Senvoy 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 Cascade Alliance and Senvoy are aware of any problems you are experiencing.  The following are examples of possible courier service problems that may be encountered:

Late or Missed pickup or Mis-sorted delivery: Call

For late or missed pickups or mis-sorted delivery, the quickest way to get action is to call the Senvoy office right away. 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.

Schedule or other concerns: send email

Schedule: Courier service is scheduled at each dropsite for a 1-hour “window”, (for example, 10 am – 11 am.) When the courier is arriving outside the 1-hour "window", (for example early, at 9:30 am or late, at 1:00 pm) contact Senvoy 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 Operations Manager will work with the dropsite to establish a different pickup time to meet the driver and library's work load.

If you and the courier have agreed to a schedule change (a new 1-hour window) be sure to notify Orbis Cascade Alliance so that the official schedule and Web page can be changed.

other concerns : For other concerns with the vendor send a problem report to Senvoy.

unresolved problems: Please contact the Orbis Cascade Alliance.

Lost or Damaged item - Filing a claim

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 (and unrepairable) items.

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. If a forwarding site has a damaged item, the dropsite will submit the claim on behalf of the forwarding site. When forwarding sites are involved, where the loss or damage may have occurred, for example, at a library loading dock, or on a local courier shuttle, please exercise caution in determining the responsible party.

How

1. Reporting deadline: Send claim to Senvoy within 30 days of the incident. Receiving library: notify and provide necessary information to owning library within one week of incident, to allow owning library to meet deadline.

2. Send a claim form

3. Senvoy will respond within 45 days of receipt of claim.

updated: August 30, 2006

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