Problem with orders occurs when our warehouse do not have necessary and sufficient details required to pick, pack and ship an order. Such problems require corrective action from Flexport and/or seller so as to process the order in a compliant and timely manner.
The following are the problem types supported today:
-
Insufficient labels: Required labels such as case, pallet, shipping labels are not sufficient to process the order.
- Case labels or parcel shipping labels are less than the number of cases/boxes in the order
- Pallet labels are less than the pallets being shipped for an order
- Missing labels: Required labels are missing to process an order. For eg: if your order requires a case labels to be put on boxes but they aren't uploaded by you.
- Corrupt labels: Labels uploaded for an order are corrupted i.e., the file is invalid, not openable, requires password to access.
Note: Problems impact order processing and can potentially lead to delays in shipping the order.
How to resolve the problems?
Sellers can now resolve labels issues via the Flexport Portal. For any other non-compliance issues, our support team will still reach out via email to resolve.
If an order has issue with uploaded labels, sellers will receive an email alert that identifies the shipment and requests additional information to help resolve.
1. In the Flexport Portal, we've added a new status, Action Needed, which will stay active until the problem is resolved. You can also quickly access all orders with problems by clicking on Has problems tab.
2. We've also included a count on the Replenishment, Wholesale orders page which will alert you to how many orders are reported with problems.
3. Once you click on the order, you would be able to see the list of problem/s associate with the order
4. Click on any problem to access the details of problems. You can access the previously uploaded labels to confirm any discrepancy and upload accurate labels and click on Submit.
5. Once you have uploaded the labels, our warehouse team would verify the labels and if found correct, your order will resume processing else, you would be notified to re-upload accurate labels.
6. If you have successfully resolved the problem, you will be provided with a confirmation message and the order would resume processing.
Need help?
If you have any questions, please connect with us through live chat or create a ticket with our support team following the instructions here.