Customer Service:Picking Errors-Processing Picking Errors

Overview

When a store calls to let us know that their order is incorrect there are a number of actions that need to be taken.

To assist you in this task you must retrieve the following information from the store.

1. What store is it you are talking to
2. Who are you talking to
3. Invoice number in question
4. Item number shorted or over on this invoice (if there are more than 1 invoice involved make 2 separate HotLines)
5. Quantity of the product that was shorted or over shipped.

Create Hotline

1. Your HotLine Problem code is “OERROR”
2. Your Hotline Resolution Code is “CCR”
3. In the notes include Invoice #, Item Number, amount over or short and if the store is wanting us to send the shorted item or credit them, are they keeping the over shipped item and we have to bill them or are they sending it back under the incident # you are working on.
4. When you are in the “notes” section always remember to “update”. Press 'Update' or 'F10'.
5. Once you have saved you can not change these notes.

Forward Hotline to Distribution

1. Change the handler to the Inventory Lead hand 'Ravinder Atwal'.
2. The lead hand will check the shelf and see if we are over or short on the shelf and will update the notes and send it back as soon as she can.

If store was short: Over on shelf – sending to the store action = call the store and let them know the product will be shipped out. Was over on shelf but shelf was adjusted yesterday - please credit store – action = call the store and let them know you are crediting Shelf balanced – nothing sent (see next page for more information) If store was over shipped: Short on shelf or shelf is balanced and the store is keeping action = invoice the store Short on shelf and store is not keeping action – call the store and issue an RMA an put the incident in the receiving group queue (RCVNGRP)

You have to use your own judgement on these incidents on a one on one basis. Determine that this incident is not a trace. If short at the store call the store back and make sure they have not made an error. Perhaps someone at the store took the product out of the shipping box and put it on the shelf before it was fully received. Did it roll or fall off or their receiving table and it is on the floor. If they are certain that it is not there let them know you will touch base with them in a couple of days. If not found in those 2 days and the store is a “shareholder” credit the store. If the store is a “customer” use your judgement to credit the store or discuss the issue with your supervisor. If the store is over and our shelf is balanced and the store wants to keep the product then you invoice the store (perhaps this was put in the stores box in error and another store is now short) If the store is over and our shelf is balanced but the store does not want to keep the product you then issue a return authorization (which is the incident number at the top of the “Incident Header” screen). Book a pick up via Loomis if the store is out of town. We will pay the freight if it is a Customer Store because it is not their error.