Wrong Product Shipped

This policy outlines the step by step process to correct when an incorrect item has been shipped to a customer.  When a customers contacts GSI to claim they have received the wrong product in their shipment, follow these steps:

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Creating an RMA for the Original SO

 

1. Open the original SO (the SO that was mis-shipped)
2. Click the “Authorize Return” button.  This will open a new RMA record.
3. On the RMA record, add Memo: “Wrong product shipped”
4. Remove any product SKUs from the items list that do not relate to the mis-shipped item.
5. Click Save.
6. Return to saved RMA record, click the blue “Receive” button.
7. In the Items and Expenses subtab, check the “receive” box for all items that apply.
8. Set “to Location” to: “Grow Strong Industries Location”
9. Click Save.

 

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Creating a Replacement SO

 

1. Locate the original SO in Netsuite.
2. Locate the original order submitted by the customer.  This may be a web order, or an order emailed to the company.  It is important to review this record to ensure the original SO was written to match the order submission.  If the customer placed the order over the phone, directly with a GSI representative, no such order will exist.
3. If the order that was submitted by the customer matches the contents of the original SO, move to Step 4, as this confirms that the error took place during the packaging and shipping process.
4. Create a new SO for the customer.
5. Confirm correct shipping address.
6. Set Status: “Pending Fulfillment”
7. Set Priority: “P1”
8. Add Memo: “Replacement for wrong product shipped ref. (original SO#)”
9. Set Sales Channel to: “Mis-Shipment : Mis-Shipment Parcel”  or  “Mis-Shipment : Mis-Shipment Pallet” depending on the type of shipment the original mis-shipped item was associated with.
10. Set Order Source: “Customer Service”
11. Enter the correct item SKU(s) that needs to be shipped.  All pricing and shipping costs should be represented as they would have been on the original SO.
12. Click Save.
13. Add a new Note to the SO.  Detail the error that was made, which item was shipped, and which item should have been shipped.
14. Click the “email” button on the saved order.
15. On the “message” subtab, select the template: “GSI – Order Confirmation Email”
16. Click “Merge and Send.”

The order has been submitted correctly and the customer has received an email confirmation of the new SO.  Now we will return to the original SO that was mis-shipped and create an RMA to correct inventory errors.

 

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Return of the Incorrect Item in Customers Possession.

 

We must first determine if the value of the product is greater than the cost of bringing the product back to GSI.  Once that determination has been made, use one of the following processes to continue.

 

If the item value is greater than the cost of return, we must get the item back from the customer:

1. Create a new SO from the Customer record.
2. Set Status: “Pending Fulfillment”
3. Add Memo: “Wrong product shipped ref. (Original SO#)”
4. Set Sales Channel to: “RMA-Item to be Returned”
5. Set Order Source: “Customer Service”
6. Enter SKU(s) of incorrect items that are in the possession of the Customer. Do not edit pricing.
7. Click Save.
8. Add new note to SO: “Wrong item shipped, request has been sent to shipping to issue label and pick up for item return”
9. Create a new task from the SO:
   1. Task title: “Label and Pick Up request for wrong product shipped”
   2. Assign the task to a member of the Shipping Dept.
   3. Check the “Notify Assignee by Email” check box.
   4. Add message: (enter details of the return of product for the Shipping Dept.)
   5. Click Save.
10. Return to the saved SO, click the blue “Fulfill” button.
11. On the Item Fulfillment record, set “Picked By” to: (your name), then set “Status” to: “Shipped”

The Shipping Dept. will create a return label for the item, then send the label to the customer – or – schedule a pickup of the item from the customer

 

Once the item has returned to the GSI facility:

1. Open the “RMA-Item to be Returned” SO created above.
2. Click the “Authorize Return” button.  This will open a new RMA record.
3. Add Memo: “Wrong product shipped-returned”
4. Click Save.
5. Return to saved RMA record, click the blue “Receive” button.
6. In the Items and Expenses subtab, check the “receive” box for all items that apply.
7. Inspect the product.
   1. If the product is in resalable condition (like-new) and can be returned to stock, set the return location to: “Grow Strong Industries Location”
   2. If the product is returned in used or damaged condition, set the return location to: “Grow Strong Industries Location: GSI Damage Location”
8. Click Save.

 

If the item value is less than the cost of return, we may not require the item to be returned to us:

1. Create a new SO from the Customer record.
2. Set Status: “Pending Fulfillment”
3. Add Memo: “Wrong product shipped”
4. Set Sales Channel to: “Mis-Shipment : Wrong Product – Not Returned”
5. Set Order Source: “Customer Service”
6. Enter SKU(s) of incorrect items that are in the possession of the Customer.
7. Edit price of product to $0.00
8. Click Save.
9. Add new note to SO: “Wrong item shipped, Item will not be returned”
10. Return to the saved SO, click the blue “Fulfill” button.
11. On the Item Fulfillment record, set “Picked By” to: (your name), then set “Status” to: “Shipped”