Exception handling

Step by step

1. Resolve exceptions Delivery Coordinator

   Delivery Coordinator opens the order's exception and identifies whether the issue concerns stock, address, payment, freight damage or lateness. Record the detail and assign an owner.

   • Identifies type, owner and status
   • Updates Damage and delivery exceptions, Home goods orders

2. Gather evidence Delivery Coordinator

   Delivery Coordinator compares the shipment, receipt, customer details and linked documents. A photo or signed delivery record should be tied to the correct order and region.

   • Keeps source material with the case
   • Updates Order documents, Freight shipments, Delivery receipts

3. Review claim Fulfillment Reviewer

   Fulfillment Reviewer considers the recorded evidence and writes an approved or returned decision with rationale when the claim requires a decision. The decision remains separate from any payment refund record.

   • Records outcome and rationale
   • Updates Fulfillment review decisions, Damage and delivery exceptions
   ApprovalA person approves before the work moves on.

4. Correct or cancel Order Coordinator

   Order Coordinator requests correction or cancellation. Undispatched scope can be cancelled in place. Dispatched scope receives an escalation decision and compensating receipt rather than a reversed shipment history.

   • Cancels eligible scope or records escalation
   • Updates Home goods orders, Order line items, Fulfillment review decisions, Delivery receipts

Delivery Coordinator

Investigates and records evidence; Fulfillment Reviewer decides claims; Order Coordinator requests authorized corrections; Finance Operator handles payment records; Admin controls access.