Best Practices for Short Shipped Orders?

What is the generally accepted best practice for when a customer has been short-shipped on an order when they have been billed in full?

Say Customer A orders 100 widgets and we only ship 70. What is the accepted way of rectifying this error (shipping the missing 30 units) with the smallest inconvenience on the customer and our staff?

This is not made clear in SuiteAnswers or help.

Rookie Asked on September 9, 2019 in Best Practices.
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3 Answer(s)

Could you please clarify at what point the quantity discrepancy occurred?

If the quantity was incorrect at the Sales Order level, you could treat this as a separate Sales Order to invoice and fulfill the remaining items. You can reference the second Sales Order to the original PO# the customer provided you.

If the Sales Order and Invoice is correct for a quantity of 100, then you simply did a partial fulfillment. It will then be possible to fulfill the remaining amount.

Rookie Answered on September 10, 2019.
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Since it was only a user error, the Item Fulfillment must be altered to 70 so that it matches the correct amount.

Make sure the period isn’t closed or locked.

Once complete, you would be able to fulfill the remaining 30.

Ensure the costs are calculated as expected.

Rookie Answered on September 10, 2019.
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In this case, it is user error. Our warehouse erroneously shipped too few items. We now need to ship the remaining 30. How is thie best handled?

Rookie Answered on September 10, 2019.
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