Customer Service:Tracing Missing Orders - Atlas (In Town)

Overview

• Determine if the missing products are in need of tracing.
• Obtain the proper information to perform a trace.
• Determine what carrier to trace with.

Trace or Picking Error

When a customer calls and says they are missing product you will need to determine if this call is a trace or a picking/shipping error. There are a couple of things that the customer can tell you which can help lead you in the right direction.

1.Are they missing more than 1 item? (good chance this is a trace)

2.Does the customer have an invoice? (good chance this is a picking error unless it is a number of items missing from this invoice)

3.Did the driver tell them they are short a box? (this is a trace)

How to Trace Missing Orders

1.Click 'Sales Orders' in blue Enquiries

2.Enter store number, item number

3.Write down applicable order number

4.Goto 50 Warehouse menu\2 Picking and shipping menu\7. Pick List Status

5.Enter 'Order Number' and press 'enter'

6.When this has been done you will have a screen that divides the order into “Pick Lists”

• Pick lists are determined by individual areas in the warehouse.
• On this screen you can see the following information that is helpful for you trace.
  • Carrier - in this case it is ATL (Atlas)
  • Zone Group – Large down
  • Delivery Location – In town
  • Schedule Pick up time

7.You can also access more information by entering 'DT' (details) and pressing 'enter'

8.You can also access more information by 'SD' (shipping documents) and pressing 'enter'

Atlas Locations

In town stores are any store that are located anywhere radiating out from Richmond (where we are located) all the way east to Chilliwack, South to Whiterock West to West Vancouver and North to North Vancouver.

This includes the following cities and towns: Richmond Vancouver North Vancouver West Vancouver Burnaby New Westminster Coquitlam Port Coquitlam Haney Maple Ridge Mission Abbotsford Whiterock Langley Fort Langley Surrey Aldergrove Chilliwack

Contact Atlas

1.Call Edna at Atlas at 604-875-1111. Edna's extension is 651.

2.Provide Edna the shipment number and the driver number.

3.She will in turn call the driver and ask if the piece is still on his truck.

4.If the piece has been signed by a different store, the driver could retrieve the piece and correct the error.

5.Atlas picks up 2 times per day. They do a morning run and an afternoon run with exception that there is no afternoon runs to Mission or Chilliwack.

6.They also do a Saturday morning run as well. Once again there is not a Saturday run to Mission or Chilliwack.

Enter Hotline Incident

1.When making your hotline you should include on the “Incident Header Screen” who you were talking to at the store

2.Codes should be Problem – “ORDER” and Resol Code – “OITRAC”

3.Under the “Notes” section” enter:

• Pick list
• Who you spoke to anybody at Atlas
• Any information that you have discovered in your investigation