Fulfillment

A fulfillment event belongs to a subscriber order and identifies the subscriber, warehouse, shipment number, ship date, carrier, tracking number and delivery state. It can retain a proof of delivery. Fulfillment Lead can see which work is packed, shipped, delivered or returned and use the original order to resolve a customer inquiry. The shipment record is the point where a planned delivery becomes an observable dispatch.

The order lines also retain allocated and shipped quantities. A partial shipment should be visible on the order before anyone treats the full quantity as served. A returned item can be traced through the customer return record to its shipped item, reason and disposition.

• Packing context. Start from an approved order and its source warehouse before recording an outbound event.
• Carrier evidence. Keep the shipment number, carrier and tracking reference with the event.
• Delivery and return. Record delivery timing and the proof file where available; link later returns to shipped scope.

Agree who records a shipment, how carrier updates are received and what counts as acceptable proof of delivery. Decide how the team handles a split delivery or a customer report of a damaged item. Pick a representative order with more than one line to rehearse quantity reconciliation. The warehouse team should know when the commercial team must be told that a delivery date has changed.

Fulfillment Lead opens an approved order and checks its line quantities and requested delivery date. The team packs the items, creates the shipment event and records the carrier tracking reference. When the carrier reports delivery, the team records the delivered state and proof. Sales Rep can answer the subscriber using that shipment number. If one product arrives damaged, Fulfillment Lead starts a return for the shipped item and records its condition and disposition. Finance Clerk checks whether a credit note is needed.

If a carrier update is late, the shipment remains in its observed state until someone verifies the outcome. The delivery record should reflect the event and supporting evidence used by the team.

• Delivery Tracking — Shipment state, carrier and tracking details tied to each order.
• Returns to Resolve — Requested and received returns awaiting inspection or final disposition.

Use delivery handoff to rehearse dispatch and billing review to check the financial follow-up.