Skip to Content
0

How are you showing items that are backordered to your customers?

Aug 15, 2017 at 07:13 PM

66

avatar image
Former Member

Please review the scenario below. In our previous system when we would create the delivery document it would show what was being delivered but also include at the bottom items that were on backorder and that were not part of the current delivery. How are you handling this with your customers?

Goal:

Change the delivery note and invoice documents included with customer shipments to reflect an order quantity, shipped quantity, and backordered quantity. The invoice template currently has a field for backordered items but the field is not being populated.

Scenario:

  • Purchase order is received and a sales order based on the customer purchase order is created in ByDesign.
  • The sales order is processed all the way to shipping. If a customer ordered 10 items and only 8 items are being shipped, with 2 items backordered, the delivery note that is included with the shipment only reflects what was shipped and does not provide the customer with any information concerning backorders.
  • Customer receives shipment and notes that delivery note does not include a full list of the items ordered.
  • Customer receives an invoice that also does not include a full list of items ordered.
  • At that point the customer assumes that the backordered items were missed during the order process and this generates a call to the sales team. Often a duplicate order is placed which is later returned by the customer.

Current Workaround:

  • (Not yet implemented)Before packing the order for shipment, the shipping team is going to a different section of ByDesign and printing a copy of the actual sales order which includes all of the information about what was ordered, shipped, and backordered. This sales order is then included with the shipment in addition to the delivery note.

Issues with Workaround Process:

  • On average about 20%- 25% of sales orders contain a backordered item.
  • The shipping team is spending extra time to go back into ByDesign to print out copies of the sales order.
10 |10000 characters needed characters left characters exceeded
* Please Login or Register to Answer, Follow or Comment.

0 Answers