1. Start with a neutral intake record
Record where and when the item was found, a neutral description and its current custodian. Avoid guessing who owns it or putting sensitive device, medical or identity details into a shared sheet.
2. Ask for an undisclosed detail
Before confirming a match, ask the claimant for one distinguishing detail that staff have not already revealed. Keep the guest's answer and the staff comparison separate. This is a recordkeeping step, not identity verification or a legal ownership decision.
3. Record every custody handoff
Use the same case ID when the cleaner gives the item to a host, office or carrier. Record who released it, who accepted it and when. A message saying “I left it there” is not the same as an accepted handoff.
4. Keep four shipping records separate
- 01
Quote: a proposed carrier, service and cost.
- 02
Approval: the guest accepts that proposal through the agreed channel.
- 03
Payment evidence: the approved platform records the payment or status.
- 04
Carrier receipt: the carrier actually accepts the package for dispatch.
One record does not prove the next. Keep each reference with the same case instead of relying on a single chat thread.
5. Close with evidence and limits
Close the case with pickup acknowledgement, carrier evidence, guest instructions or a documented policy review. A completed form proves only what the team recorded. It does not prove ownership, legal compliance, delivery, reimbursement or fault.
Check current local requirements, platform rules, carrier restrictions and your written property policy. Do not assume a universal retention period.