As discussed over stand-up, ALL enquiries from customers who has a TFM delivery enquiry will be handled as follows effective 10/7/2026:
Is delivery ETA 2 days overdue?
YES
- call receiver to confirm non-delivery (unless mentioned on enquiry received).
- If receiver is unreachable, and enquiry doesn't mention non-delivery claim, ask customer to check with their customer first if freight is already delivered without proper scanning
- add to TFM spreadsheet sorted per state
- set customer's expectations that update will be provided within 48hours
- send list to each TFM state contact by COB
NO
- set customer's expectations that ETA is expected and not guaranteed
- Customers will be asked to reached out to us if the freight still doesn't turn up by X date (<2 days after ETA on their booking).
- They will be added to the TFM spreadsheet for the daily follow up sent to TFM only if still undelivered and now <2days overdue
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