Staging the day's collection
Sealed boxes are labelled and staged by the roller door for that working day's collection. The stage area is the strip of floor between the packing bench and the door, and a box stands there only after it has been shaken and signed off.
Boxes go onto the cage in the order they were sealed. The label faces out, because a label that has to be turned over is a label that gets missed at the depot.
The cage is counted twice. The packer counts it as the boxes go on, and the bench counts it again against the day's despatch list before the driver reaches the door.
The signature that moves custody
The driver signs for the count as the cage goes on the vehicle, and that signature is the point custody changes hands. Until then the parcel is ours and sits inside the unit, where we can open it, re-pack it or pull it back off the cage.
After the signature it is the carrier's to move, and our part becomes a matter of records: what left, when it left, in how many boxes, and under which tracking number.
That is why the despatch email lands at the handover rather than at packing. A parcel that is packed but still standing on our floor can still change, so we tell you it has gone at the moment it has actually gone.
Until then the parcel is ours and sits inside the unit.
What the despatch email carries
One message goes out per handover, and it carries four things and the plain statement that the parcel is with the carrier now.
Your order reference
The same reference that is on the first line of the packing note inside the box.
The lines inside
What went in the box, listed as the listing listed them, packs counted as packs.
The carrier's name
Who has it, so you know whose tracking page to open and whose driver to expect.
The tracking number
The number the carrier issued at the handover, which is the same number we use if a claim has to be opened.
Tracking, and who steers it
Delivery windows, redelivery, and safe-place instructions belong to the carrier from that signature onward, and you steer them through the carrier's own tracking page. The carrier is the party holding the parcel, so the carrier is the party who can move it.
Change an instruction there and it takes effect on the vehicle. Change it with us and it reaches the carrier second-hand, a day later, after the van has already been out.
Where an address turns out to be wrong, tell us as well as the carrier. We hold the order record, so we can confirm to them what the address on the label should have said.
A tracking page that has stopped updating is the one thing worth bringing straight back here. After a parcel stops moving on that page, send us the tracking number.
Opening a claim
We open the claim with the carrier ourselves and tell you what comes back. The claim goes in under our account, because the contract for carriage is ours, and chasing it is our job rather than yours.
What we send them is the despatch record: the tracking number, the count of boxes, the weight recorded at the bench and the date and time of the handover signature.
Where a box arrives damaged, the packaging is the evidence, so keep it. Photographs of the outer carton, the fill and the line itself go into the claim alongside our own record of how the box was packed.
The claim correspondence is filed with the order it belongs to, and closes with it. Whatever the carrier concludes, you hear it from us in plain words, and what happens to your order is settled here at Cross Keys rather than at a depot.
The roller door · stage four of five
Asking about a parcel in transit
Write to fulfilment@clickmartltd.store with the word despatched on the first line and the tracking number underneath it. That pair is everything the bench needs to pick the parcel up on our side.
What comes back to a line after it lands is set out at the returns bench.
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