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TLL - Standard Operating Procedure

This article gives you an overview of the TLL warehouse standard operating procedures.


1. General Information

1.1 Hours for delivering goods & email for delivery booking

1.2 Warehouse address

2. Inbound Delivery requirements

2.1 Labeling requirements of goods

2.2 Less-than-truckload and parcel deliveries

2.2 Container or full truck (33+ EUR-pallet) shipment delivery requirements

2.3 General requirements of inbound deliveries2.3 General requirements of inbound deliveries

2.4 General Rules 

2.5 Other

3. Order Processing and Dispatch SLA

3.1 Outbound SLA 

4. Returns 

4.1 Returns SLA

4.2 Return options

4.3 Returns handling

5. Warehousing requirements

5.1 General information about goods storage

5.2 Prohibited goods

6. Merchant Care

6.2 Carrier Claims overview

1. General Information

1.1 Hours for delivering goods & email for delivery booking

Opening Hours for Deliveries : Monday to Friday, 08:00 hrs to 16:30 hrs 

1.2 Warehouse address

Important! You will receive the delivery address of your goods from your onboarding person. Delivery to the incorrect warehouse means a longer inbounding time, as goods need to be transferred to the correct warehouse.

2. Inbound Delivery requirements

2.1 Labeling requirements of goods

All goods need to have at least a visible and identifiable SKU-number on each sales article. It is strongly advised that each item also has a scannable barcode (EAN-code, for example) as this will minimize product identification errors at the warehouse.

All barcode numbers also need to be in MyOgo prior to the arrival of the goods.

2.2 Less-than-truckload and parcel deliveries

The inbounding speed is one critical component of your expectation from OGOship. Efficient, compliant deliveries facilitate accurate speedy and a cost-efficient processing of your incoming stock. In order for the warehouse to inbound your goods efficiently, please ensure the following things:

  • Create a Stock Update in MyOGO at least 48 working day hours before arrival of goods at the warehouse. Unexpected arrivals will be processed best endeavours permitting, additional surcharges may apply for a missing or inadequate Stock Update or for deviating SKU's being delivered compared with the Stock Update.
  • When creating the Stock Update in MyOgo, it is important that only 1 line of each SKU is created containing the total quantity of the delivery. 
  • The information in the Stock Update will transfer to the warehouse for inbound scheduling and comparison of announced inbound goods versus arrived goods. Hence, make sure to fill in all fields available when creating the Stock Update in MyOgo.
  • Boxes should weigh no more than 30kg, should be undamaged and labeled with SKU, Barcode, and Quantity (handwritten if need be). This all helps the warehouse in identifying, sorting and shelving your goods faster.
  • Strive to have only one SKU per shipping carton. This makes the inbounding in general a lot faster. If you are delivering mixed SKU's in a parcel, separate these inside the delivery box and mark the outer box with the words "Mixed SKU's". If all goods are mixed inside the shipping box, the warehouse is forced to count every single sales article, which most often drastically increases the inbounding time of your goods, hence increasing inbounding costs significantly.
  • SKU and barcode on the products shall match SKU and barcode known in MyOgo 
  • At least one parcel in the inbound delivery should contain the auto-generated PDF generated in MyOgo when creating a Stock Update.

2.3 Container or full truck (33+ EUR-pallet) shipment delivery requirements

The following requirements apply to container shipments: 

  • The inbounding speed is one critical component of your expectation from OGOship. Efficient, compliant deliveries facilitate accurate speedy processing of your arrivals. In order for the warehouse to inbound your goods efficiently, please ensure the following things:
  • Create a Stock Update in MyOGO at least 5 working days before arrival of goods at the warehouse. Unexpected arrivals will be processed best endeavours permitting, additional surcharges may apply for a missing or inadequate Stock Update or for deviating SKU's being delivered compared with the Stock Update.
  • When creating the Stock Update in MyOgo, it is important that only 1 line of each SKU is created containing the total quantity of the delivery. 
  • The information in the Stock Update will transfer to the warehouse for inbound scheduling and comparison of announced inbound goods versus arrived goods. Hence, make sure to fill in all fields available when creating the Stock Update in MyOgo.
  • Boxes should weigh no more than 30kg, should be undamaged and labeled with SKU, Barcode, and Quantity (handwritten if need be). This all helps the warehouse in identifying, sorting and shelving your goods faster.
  • Strive to have only one SKU per shipping carton. This makes the inbounding in general a lot faster. If you are delivering mixed SKU's in a parcel, separate these inside the delivery box and mark the outer box with the words "Mixed SKU's". If all goods are mixed inside the shipping box, the warehouse is forced to count every single sales article, which most often drastically increases the inbounding time of your goods, hence increasing inbounding costs significantly.
  • SKU and barcode on the products must match SKU and barcode known in MyOgo 
  • At least one parcel in the inbound delivery should contain the auto-generated PDF generated in MyOgo when creating a Stock Update.

2.4 General requirements of inbound deliveries

Pallets:  

  • All products must be delivered on EUR-1 pallets, 80 x 120 cm in size or on half EUR-1 pallets, 80 x 40 cm in size. The maximum pallet height is 180cm.
  • Boxes must be shrink-wrapped to pallets, with products stacked leaving at least 1 cm to the edge of the pallet. 
  • All products must be stacked in a stable and secure manner. 
  • Pallets shall be wrapped using wrapping film 

    2.5 General Rules 

  • All deliveries must arrive during the site opening hours, 08:00-16:00.
  • All inbound deliveries will be handled to stock as soon as possible. In general, if orders arrive as in this delivery instruction, goods will be taken into stock within 48 hours of working day operation. Keep in mind that the first inbounding of goods usually takes a longer time as the warehouse is unfamiliar with the goods.
  • If you are shipping with DHL Express, the warehouse will weigh your items at the inbounding of your goods. DHL Express needs this information to be submitted with the order data.

2.6 Other

  • Each shipment must be delivered by the carrier in good condition. 
  • If the team leader of receipts is in doubt about the condition of the delivered goods, OGOship will contact the merchant. Identifying goods will be billed as hourly receiving work.
  • Deviations in delivered quantities will not be reported to the merchants. Once a Stock Update has been marked as "In Stock", the inbounded quantities can be found in MyOgo. An automated report can also be set up to be sent to an email inbox when the inbounding has been completed. Please ask service@ogoship.com for assistance if you would like to set this up.
  • The below errors may attract extra charges, which will be levied in consultation with OGOship. Please also note the 48 hour inbounding SLA does not apply in these cases. 
  • Products do not have a barcode or product code, making it difficult to recognise the product 
  • Boxes are significantly damaged 
  • Boxes are heavier than 30kg 
  • One SKU is spread over multiple boxes, pallets, or shipments 
  • There is no product recognition such as a barcode or product code on the outer carton 
  • Products still need processing such as bundling, sealing, labelling and so on
  • Products are not created in MyOgo before arrival or the Stock Update is missing
  • Important: If you have SKU's that should be treated as a non-regular SKU (for example as an add-on flyer, add-on item, own packing material) in your orders, please contact OGOship (service@ogoship.com) for requesting activation of that. In your email, write the name of the SKU and to which category it should fall under. When the SKU is approved, our team will assign the correct classification for your SKU.

3. Order Processing and Dispatch SLA

3.1 Outbound SLA 

All orders in NEW-state in MyOGO before 12:00 PM local time at the warehouse will be dispatched during the same day, assuming it is a working day, unless informed otherwise. 

Only orders that can be fulfilled completely will be processed and shipped. Order data should be complete and contain all necessary fields in order for the warehouse to dispatch your order successfully.

Your orders will be packed into the packaging that the warehouse finds most suitable for the particular order, unless otherwise agreed upon.

4. Returns 

4.1 Returns SLA

Orders will be processed and put back into stock, assuming goods are in sellable condition, within 48 working day hours from arrival to the warehouse.

4.2 Return options

OGOship suggests using the MyOgo Returns-feature, which allows consumers to create their own returns. Please contact OGOship for more information on pricing.

You may also handle your returns carrier-specific. Please see the instructions here.

4.3 Returns handling 

Returned products received by the warehouse are opened, inspected and placed back in stock. If the returnable items require something out of the ordinary (such as: Example: please add a hangtag again if it was torn off), the return handling process might require a unique cost. Go through your return handling requirements during the onboarding stage. In case you are an existing merchant and are introducing new SKU's with specific return instructions, contact service@ogoship.com  

5. Warehousing requirements

5.1 General information about goods storage

The warehouse places goods to the appropriate shelves as it sees best fit. How goods are divided into bulk/pallet storage and smaller shelf storage locations remains at the discretion of the warehouse. The warehouse places goods into storage accounting for picking speed, and amount of products to be stored.

The temperature of the storage location is by default between +10 c and +35 c, depending on the season.

5.2 Prohibited goods 

If any of your goods have a ADR classification, please consult with OGOship before sending your goods. OGOship reserves the right to deny acceptance of any goods that are classified as hazardous goods.

6. Merchant Care

6.1 Customer Service Requests

Our Merchant Care team is here to help you with your questions that you cannot find answers to in the KnowledgeBase. Do note that some tasks are charged for separately. You can find them in our service pricelist.

The customer service team strives to answer customer service tickets within 24 hours during the warehouse's working hour days. 

6.2 Carrier Claims

Occasionally it happens that your outbound shipment gets lost. This can be due to many reasons, for example the freight label has come off, the carrier cannot identify the destination address, or it has disappeared at a freight terminal. In those cases, you can usually file a reclamation, which we take further with the carrier. Do note that there is variance in how long carriers process the request, how much they compensate and by when the reclamation needs to be submitted.

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