Mis-Pick/label on Item(s) or Mis-Loaded Carton(s)

Please complete this form in the link below to submit your customer's experience with receiving an item they did not order (mis-pick/label) or for receiving product intended for another customer (mis-loaded), specifically when a 'case pick' item is sent in error. This will be used for tracking frequency:

Form for Mis-Labeled/Ship Items

This article explains how agents should respond when:

• A carton is mislabeled (label does not match the item in the box), or
• A carton is misloaded (item is put with a different shipment/sent to wrong customer).

It covers required checks with Inventory Control, how to correct the shipment for the customer, and required documentation.

1. Identify the Issue

When a customer reports the wrong item was shipped or the carton labeling does not match the contents, collect:

• Customer name, account, and contact information
• Sales order / invoice number
• Item number(s) ordered vs. item number(s) received
• Carton label information (item number, description)
• Quantity ordered vs. quantity received
• Photos if available/needed to support (label and contents)

Clarify whether:

• The carton label is wrong (mis-ship), or
• The label is correct but the wrong item was picked/packed (mis-pick).

Scenario of a mis-ship: Customer received a pallet of items, and 2 of the cartons where for another customer. I.E. Customer reports missing 2 items, but received 2 cartons that were clearly labeled for a customer in a different state, and the items in those cartons are not what the customer is missing. Often seen when the carton is put on the wrong pallet in Sort & Seg.

Scenario of a mis-pick: Customer received carton addressed to them, for the item they ordered, but what they received was not the correct item. I.E. Ordered a 5 compartment shelf storage unit, and received a 2 shelf storage unit and the label had the correct 5 compartment shelf, their order number.

2. Always Involve Inventory Control First

Before releasing any replacement order, agents must contact Inventory Control to verify the warehouse location(s).

2.1 What Inventory Control needs to verify

Ask Inventory Control to:

1. Confirm on-hand counts for the affected item(s).
2. Physically check the location(s) involved to confirm:
   • The correct item is stored in that location, or
   • The wrong item is in the bin and needs to be moved/relabeled.
3. Correct any system counts and/or locations as needed.

Do not proceed with a replacement order until Inventory Control confirms that:

• The location counts are accurate, and
• The locations contain the correct item.

Document:

• Who in Inventory Control you spoke with
• Date of verification
• Summary of what was corrected or confirmed

3. Correcting the Customer’s Order

Once Inventory Control has verified/fixed the locations, you can correct the customer’s order. Use the combination below that fits the scenario.

3.1 Replacement Shipment

• Create and release a replacement order for the correct item and quantity.
• The replacement order is typically at charge (billable), but is paired with credits/returns as outlined below to keep the customer whole.

3.2 Handling the Incorrect Item Shipped

Whenever possible, have the incorrect item returned.

Options:

1. Return No-Credit Due RMA (Return Only)

   • Use when only inventory needs to be corrected and no credit is owed to the customer (e.g., we’re exchanging like-for-like, or billing is handled via credit/rebill below).
   • Create an RMA coded as Return No Credit and arrange return shipping per standard process. Send call tag/label or request authorized pick-up for LTL item.

2. Credit & Rebill

   • Issue a credit to remove the item the customer did not receive from the original invoice.
   • Rebill the correct item on the replacement order (at the correct price and tax).
   • This ensures the invoice reflects only what the customer actually keeps.

3. Combination Approach (Typical Flow)

   • Create Return No-Credit Due RMA to bring the wrong item back into inventory.
   • Process a credit and rebill to correct the customer’s invoice. (remove item not rec'd)
   • Ship the replacement order for the correct item at charge.
   • Follow the $80 rule if applicable.

4. Required Smartsheet Form

For every case involving:

• Mislabeled cartons,
• Misloaded cartons, or
• Incorrect item pulled/shipped due to location or labeling issues,

the agent must complete the following form:

Smartsheet – Mislabeled/Misloaded Carton Report
https://app.smartsheet.com/sheets/X9C872m3rvFx78GffCpqHwFP53rrhqJPJWQGVW71

Include:

• Order/invoice number
• Item(s) ordered vs. received
• Quantity discrepancy
• Whether it was a mislabeled or misloaded carton
• General Comments

5. Agent Checklist

Use this quick checklist for every mislabeled or misloaded carton case:

1. [ ] Gather customer, order, and item details.
2. [ ] Determine if the issue is mislabeled carton, misloaded carton, or other.
3. [ ] Contact Inventory Control to:
   • [ ] Verify/correct location counts.
   • [ ] Verify the correct item is stored in the location.
4. [ ] Once verified, create and release the replacement order as needed.
5. [ ] Set up No Credit Due RMA for the incorrect item, when a return is possible.
6. [ ] Process credit and rebill to:
   • [ ] Remove the item the customer did not receive from the invoice.
   • [ ] Bill the correct replacement item.
7. [ ] Complete the Smartsheet form for tracking and process improvement.
8. [ ] Update ticket, RMA,  & order notes with all actions and confirmations.