MARKEN, UPS Healthcare Precision Logistics

The purpose of this document is to outline the procedures for investigating and searching for missing or lost Marken packages.   UPS commitment to secure delivery begins with prevention and to minimize disruption issues that may impact delivery.  However, UPS and Transportation Operations Management Services (TOMS) cannot guarantee a loss will never occur. TOMS will proactively work as much as it is possible to help locate every missing shipment.

1. RESPONSIBILITY
   1. It is the responsibility of TOMS to contact operations promptly after shipment has lost visibility for greater than 24 hrs in the track and trace system utilized and follow investigative search procedures outlined in 3.0. 

If a shipment cannot be confirmed as delivered or lost visibility and Marken has confirmed with the customer the shipment did not deliver

1. TOMS engages UPS Operations for a search 
   1. Contact all centers/touch points that the shipment moved through or was scheduled to move through.
      1. Origin, intermediate hubs, destination.

1. Request operations search their facility and provide description of shipment/content/packaging.  
   1. Details that may also help operations search:
      1.  Typically shipped in a special box or case
      2.  Label might be missing
      3.  The shipment could be held in Overgoods and or Hazmat areas. 
      4.  Review possible misroute with last facility/ hub
      5.  A label should be inside of the box
      6.  Could have a special trademark on the box
      7.  Additional old labels could have been left on the box
      8.  Copy of Marken House Airway Bill
   2. Note: Biological Samples should NOT be sent to Corporate Overgoods warehouses

Ambient Shipment – Items that can typically be safely stored at room temperature.

• Day 1 – TOMS will contact all centers (Origin, intermediate hubs, destination)
  • TOMS Initiate Overgoods search & Escalate to Division Level Management
  • TOMS escalated to Division level management at the impacted UPS operation to make them aware of the critical failure and ensure all resources, as practical, are engaged in the search
  • TOMS to follow up with Overgood on the search. 
• Day 2 – TOMS to provide Marken with updates, and review for a Healthcare Command Center escalation for additional support.
  • Marken will be informed that TOMS have escalated to Command Center to aid in the search.
  • TOMS will continue to monitor and provide updates to Marken from Command Center until resolved and/ or Lost package investigation has concluded.
  • Once the Healthcare Command Center provides their findings, we can open a tracer if needed.

Dry ice Shipment -This required very cold or frozen temperature like medical supplies, biological samples, gases, vaccine.

DRY ICE SHIPMENT – DAY 1 WITH NO UPDATED MOVEMENT

• TOMS will contact all centers (Origin, intermediate hubs, destination)
• TOMS Initiate Overgoods search & Escalate to Division Level Management
• TOMS escalate to Division level management at the impacted UPS operation to make them aware of the critical failure and ensure all resources, as practical, are engaged in the search.
• TOMS to provide Marken with updates, and review for a Healthcare Command Center escalation for additional support.
• Marken will be informed that TOMS have escalated to Command Center to aid in the search.
• TOMS will continue to monitor and provide updates to Marken from Command Center until resolved and/ or Lost package investigation has concluded.

1. ENDING THE SEARCH     
   1. TOMS will forward the results from the Preferred team via email to the Marken requestor with the Tracer outcome.
   2. If TOMS completes the procedures outlined in 3.0 and the shipment is not found, Marken should proceed to file a claim at www.ups.com/claims.
   3. Once you submit your claim, you’ll receive a notification and other pertinent information about your claim through the documented Preferred Notification method. Up-to-date information on your claim can also be accessed through the claims dashboard.
      1. View Claims Dashboard 
      2. Check Claim Status