Lost Key Shipment Policy
When you receive a notification from the shipping company that a package of keys is lost or damaged, please follow this process to ensure we quickly resolve the issue and communicate accordingly.
1) Look up the key in the work request and determine if the following apply:
Was it a restricted key?
Was it a key to an exterior door?
Was it a master key?
2) Shipping Coverage
If action needs to be taken due to a security concern, we need to assess the potential cost of resolving the concern, to determine if we need to file a claim with the shipping company.
If the potential cost of resolving the issue is below $50, proceed to the next step. We will not need to file a claim with the shipping company.
Example: Lost key to storage unit inside of facility, highest potential cost is rekeying the door, $25. No need to file a claim.
If the potential cost is above $50, we need to follow up with purchasing to determine the amount of coverage for the shipment.
Example: Lost key to exterior door, the entire building needs to be rekeyed. A claim needs to be filed. Follow up with purchasing.
When Purchasing has confirmed how much we are covered, we can determine an action plan with purchasing, dispatch, and/or project management to resolve the issue and file a claim with the shipping company.
3) Communicate with the Customer
Once we have an action plan, call the customer and let them know:
We received notification from the shipping company about a lost shipment
The possible security risk of the lost shipment and options the customer has for resolution based on our assessment. These options include but are not limited to:
Replacement of keys at no cost
Rekeying of lock at no cost.
Once the customer responds with their preferred resolution we will communicate with the team and coordinate the completion of the work to be done. Make sure there are comm notes to track the process