Consignees have no relationship with you - they report the damaged pallet to the shipper, who forwards it days later with half the detail missing
Complaints land in three places at once: a branch manager's inbox, a WhatsApp group, and a phone call to the account manager - with no single record
A cross-dock issue gets verbally passed to the warehouse team and closed with nothing written down, so the same handling fault repeats next quarter
Shippers ask for a service review and you have anecdotes instead of a resolution rate, an average time-to-resolve, and a site-by-site breakdown
Nobody can tell a consignee what happened to their claim, so they chase - adding inbound call volume on top of the original failure
QR codes on delivery notes, pallet labels, POD slips, and receiving-desk cards. Shippers get a dedicated link per account or lane. Consignees and warehouse staff submit from any phone in under a minute - no app, no login, no portal invitation.
Every submission gets a #FSV-XXXX tracking code. The consignee or shipper checks status on the public tracking page without an account and without calling your branch office.
Routes to the warehouse ops lead, transport supervisor, or account manager by category and site. Priority flags for damaged goods, cold-chain breaks, and missed delivery windows.
Log the investigation internally, send the public reply, and close the issue. Resolution rate and time-to-resolve break down by site, lane, and client account for your next service review.
One board handles both sides of the lane. Shippers submit through an account-specific link; consignees scan a QR code on the delivery note or pallet label. Neither needs an account with you.
Run a separate board for each distribution centre, cross-dock, or transport region, each with its own QR code and routing - then compare resolution performance across sites in one dashboard.
Damaged Goods, Short Delivery, Late Arrival, Cold-Chain Break, Paperwork / POD, Cross-Dock Handling, Driver Conduct, Stock Discrepancy. Customisable per site and per contract.
Each issue carries a #FSV-XXXX code. The consignee who reported the damaged pallet checks progress themselves, which removes the follow-up call your branch team would otherwise absorb.
Timestamped history of every status change, assignee, internal note, and public reply. Exportable evidence for damage claims, insurer queries, and contracted SLA reviews.
Forms in multiple languages for cross-border lanes and multilingual warehouse teams across South Asia, the Middle East, and East Africa.
Most third-party logistics providers already have a way for customers to complain - a web form on the contact page, a shared claims mailbox, or a phone number for the branch. What none of those have is ownership. A form submission has no assignee, no service clock, and no visible status, so the moment it is sent it becomes invisible to the person who sent it. That invisibility is what generates the follow-up call, the escalation to the account manager, and eventually the line item in a quarterly review about responsiveness.
The difference in a 3PL context is structural. Your complaints do not come from one audience: shippers raise contractual service issues, consignees raise goods issues at the point of receipt, carriers raise handling and paperwork issues, and your own warehouse teams raise operational issues that never reach a customer. Each needs different categories, routing, and replies - but all of them belong in one resolution record, so you can see that three separate complaints last month trace back to a single cross-dock's loading practice.
FeedSolve is built around that record. Intake stays as cheap as a QR scan so issues get reported at all; routing puts each issue in front of the site lead who can act; internal notes keep the investigation separate from what the customer sees; and the public tracking code closes the loop without adding inbound calls. The measurable output is a resolution rate and an average time-to-resolve per site, per lane, and per client account - the numbers a shipper actually asks for when a contract comes up for renewal.
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