A refusal record should link the observed event to the product's next custody. The courier should not decide quality or commercial liability.
Identify the event
Record date/time, address, order, product lot, container ID and consignee contact.
Separate the consignee's statement
Where possible, record the stated reason in the recipient's words; do not rewrite it as a verified finding.
Add observations. Note packaging, seal, quantity and container condition. If a measurement is taken, record device ID, location, value and time in the format set by procedure.
Match supporting evidence. If photos are required, link product/container identity and context to the same event; an image alone is not a temperature or suitability decision.
Record next custody
Note where the product was placed, who transported it and who handed it over or received it.
Wait for a quality decision
Route refused goods through the segregated flow in the SOP; an authorised owner decides dispatch, redelivery or disposal.
If a return or redelivery is a separate movement, open a new event ID referencing the original refusal.
Analyse repeated refusals by consignee, reason and product lot to investigate specification differences.
