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