To improve communication and streamline the information flow - Exceptions should be used as the primary source of transmitting information and updates between Carrier Partners (CPs) and Flexport Operations (SCO).
Exception Filing Guidelines
- Transmission Exceptions are to be used as the primary source of communication
- Free text should only be used to further explain on an Exception thread or when you have not received timely communication from SCO
- When using free text messaging, there should always be an Exception filed first with any additional free text replying to the Exception thread
- To notify SCO - you MUST include a message (any exception without a message will not alert SCO)
- Carriers should file an exception the moment an event occurs to ensure highest level of visibility
- I.e. once we know there is an earlier appointment available, container in a closed area, no appointment available, etc.
- We should not wait to file an exception until rescheduling the milestone
Is Action or Response Needed by SCO or Carriers?
Please review column C of the Current list of Exceptions for guidance. Below are the categories and definitions listed for each exception.
- SCO to Respond: these exceptions need a follow up from SCO to provide additional details/information
- Carrier to Provide Update: No response is needed from SCO at this time. These exceptions simply notify SCO of the current status. Carriers will provide additional details and update the scheduled milestone once applicable
- No Further Update Needed: No response is needed from SCO. These exceptions notify SCO of current status or signal that any hold/further information or assistance needed is complete and the scheduled milestone is accurate and up-to-date
- The “Scheduling in-progress” Exception is used by carriers when needing to file an exception when a schedule update requires a reason code in Transmission. SCO should NEVER follow up with carriers when they see this milestone