Skip to main content
Sign in

Order Fulfillment Customer Shipment Issues

Order Fulfillment Customer Shipment Issues

Fulfilled by:
Another FHEG Store or DSV
Resolution & Actions
Another FHEG StoreDSVs
  1. Fulfilling store instructs originating store to perform refund.
  2. Originating store performs an inter-store transfer back to fulfilling store (system only).
  3. Fulfilling store receives the inter-store transfer (system only).
  1. Vendor notifies customer service that the item was returned.
  2. Customer service contacts the customer to confirm address and need for the item
  3. Customer service processes reimbursement of charge not needed.
  4. Customer service contacts accounting for proper reconciliation.
Fulfilled by:
Another FHEG Store or DSV
Resolution & Actions

Before responding to the customer:

  1. Look the order up in the OMS Store Order Lookup Tool.

  2. Use the tracking number to confirm when and where the item was delivered.

  3. After confirming when and where the item was delivered, follow the below steps.

Originating FHEG StoreDSV
Another FHEG StoreDSVs

If the store has a replacement item in stock, offer to replace the item.

If the customer accepts:

  1. Ship the customer a replacement.
  2. Perform an inventory adjustment in CourseTracks or MMS using the Damaged reason code.

If the customer only wants a refund:

  1. Complete the refund at POS.
  2. Perform an inventory adjustment in CourseTracks or MMS using the Damaged reason code.
  3. Originating store instructs the fulfilling location to start the process of filing a claim with the shipping carrier.
  4. The fulfilling store completes an incident form for the lost/missing shipment through the Follett Incident Call Center using the Freight Loss incident type.

  5. The store’s Regional Asset Protection Manager will follow up on each report to help guide store management through the process to track and resolve the shipment with a focus on customer satisfaction.

  6. In case the order eventually delivers, provide the customer with the information they need to return the merchandise.

If the order wasn't delivered to the customer:

  1. Contact the vendor and shipping carrier.

  2. Complete the refund at POS.

  3. If the customer still wants the item, recommend they place another order.

  4. Perform an inventory adjustment in CourseTracks or MMS using the Damaged reason code.

  5. The fulfilling store completes an incident form for the lost/missing shipment through the Follett Incident Call Center using the Freight Loss incident type.

  6. The store must contact the shipping carrier to start the process of filing a claim.

  7. In case the order eventually delivers, provide the customer with the information they need to return the merchandise.

  8. The store’s Regional Asset Protection Manager will follow up on each report to help guide store management through the process to track and resolve the shipment with a focus on customer satisfaction.

If the originating store does not have the correct item:
  1. Process a refund.
  2. Suggest the customer places another order on eFollett.com to replace the lost item.
  3. Perform an inventory adjustment in CourseTracks or MMS using the Damaged reason code.
  4. Originating store notifies the fulfilling location to start the process of filing a claim with the shipping carrier.
  1. Then the originating store completes an incident form for the lost/missing shipment through the Follett Incident Call Center using the Freight Loss incident type.
  2. The store’s Regional Asset Protection Manager will follow up on each report to help guide store management through the process to track and resolve the shipment with a focus on customer satisfaction.
  3. In case the order eventually delivers , provide the customer with the information they need to return the merchandise.
 

Before responding to the customer:

  1. Look the order up in the OMS Store Order Lookup Tool.
  2. Research the order to identify the current status of the item(s) in question.
  3. Review the conditions listed in the table below to determine what action to take.

Then, update the customer on the status of any item in question.

Contact the Follett Support CenterDo NothingCancel Line Item in SODACancel the Line Item in eStore Portal

If the line item is sourced to a DSV (L status).

Follett Support Center

If the line item is in Released or Backorder status in OMS but X (canceled) status in SODA.

Using the SODA Pick Confirm screen, enter an “X” and appropriate reason code when in the the line item is in Released status in OMS and SODA status 4 (allocated).
Cancel Marked Line Items

Cancel the backordered item in eStore Portal if the line item is in Backorder status in OMS.

Canceling a Line Item from an Order - OMS

  

Using the Sales Order Cancellation screen, if the line item is in Released status in OMS and has a SODA status 5 through 8 in SODA.

Cancel One or More Items on an Order

 
  

Using the Sales Order Cancellation screen, if the line item is in Released status in OMS and SODA status K\B (backordered).

Cancel One or More Items on an Order

 
If the order was fulfilled by:
Another FHEG Store or DSV
Resolution & Actions
 

Originating FHEG Store

DSV
  

If the store has a replacement item in stock, offer to replace the item.

If the customer accepts:

  1. Ship the customer a replacement.
  2. Perform an inventory adjustment in CourseTracks or MMS using the damaged reason code.

If the customer only wants a refund:

  1. Complete the refund at POS.
  2. Perform an inventory adjustment in CourseTracks or MMS using the damaged reason code.
If the store does not have the correct item:
  1. Complete the refund at POS.
  2. Suggest the customer places another order on eFollett.com.
  3. Perform an inventory adjustment in CourseTracks or MMS using the damaged reason code.
 

Articles in this section

See more