Express courier. Direct.
Also overnight.
x25pronto Switzerland takes goods direct to the destination. Small loads go by car. Larger loads go by van or Van XL. Direct, express and overnight trips run Monday to Sunday when a slot is free. Free times are shown in the booking calendar. This keeps the plan clear.
SOP: courier booking and traceability for Operations
A practical SOP for Operations: roles, tracking checkpoints, required documentation and clear escalation routes for delays or delivery failures.
Quick answer
This SOP explains how Operations teams in Switzerland should book a courier, perform tracking checks and escalate delivery issues. It defines roles, pre-departure checks, scheduled status verifications and escalation points for delays or failures. Apply this to authorised, safely packed shipments suitable for transport in a passenger car.
Purpose and scope
This SOP standardises courier booking and traceability for Operations teams. It covers internal shipments across Switzerland that may travel in a passenger car. The goal is to detect delivery issues early and respond efficiently.
Roles and responsibilities
Operations Manager: approves urgent transports and triggers escalations. Logistics Coordinator: creates the booking, verifies packaging and address, records references. Dispatcher/contact at x25pronto: accepts the order, provides ETA and shipment ID. Recipient contact: confirms receipt and uploads delivery proof. IT/Tracking Owner: monitors integrations and raises alerts for missing status updates.
Step-by-step booking process
1) Request: Operations fills a courier request with pickup/delivery address, package details and urgency. 2) Check: Logistics Coordinator verifies dimensions, passenger-car suitability and any permits. 3) Booking: Dispatcher books via the x25pronto portal, issues a shipment ID and ETA. 4) Confirmation: Logistics Coordinator archives the booking confirmation in the order record. 5) Handover: Pickup location confirms handover time and condition; photos may be attached.
Tracking checks and scheduled status verifications
Right after booking: confirm shipment ID and initial status (assigned/confirmed). Pre-departure (T-30): Dispatcher confirms courier is en route. In transit (T+intervals): Check status every 60 minutes on long routes, every 30 minutes for critical deliveries. Before delivery (T-15): Dispatcher notifies recipient with an arrival window. After delivery: Recipient submits delivery confirmation; Logistics Coordinator closes the order.
Escalation protocol for delay or failure
Level 1 — Delay < 60 minutes: Dispatcher notifies Logistics Coordinator. Check traffic, weather, short reroute. Level 2 — Delay 60–180 minutes: Notify Operations Manager. Review alternate routes or reserve a replacement courier. Level 3 — Failure or >180 minutes: Full escalation to Operations leadership and IT/Tracking. Immediate search for replacement transport or invoke contingency (e.g., return to sender). In case of loss: Document all status updates, photos and signatures; notify Compliance or Legal.
Documentation and after-action
Record all steps in the order log: booking confirmation, shipment ID, status timestamps, handover photos, delivery proof. After completion: write a short incident report for deviations, root cause and corrective actions for future shipments.
Frequently asked questions
What must the courier request include?
Pickup and delivery addresses, contact person and phone, package description and weight, urgency, desired time window, reference number and handover notes.
Who authorises escalation levels 2 and 3?
The Operations Manager authorises Level 2 for delays over 60 minutes and triggers Level 3 for failures or delays over 180 minutes.
How often should status checks be made?
Typically every 60 minutes for longer routes and every 30 minutes for critical shipments. Increase frequency if conditions require.
What proof is required in case of loss?
All status timestamps, booking and communication logs, photos of packaging and handover, signatures or delivery proof, plus an internal incident report.