Exceptions and correction

A fulfillment exception links a problem to its grocery order and an assigned associate. The type distinguishes a stock shortage, delivery address issue, payment hold, damaged or spoiled item, late delivery, food safety compliance issue or other problem. The detail explains what happened; status and resolution show what the team did next. Store Operations Overview gives store operations an open exception queue alongside the order book.

• Exception queue. Open Fulfillment Exceptions keeps unresolved issues visible by order, type and assignee.
• Order context. The team reads basket lines, shopper preferences, events, documents and earlier decisions before acting.
• Correction trail. Uncompleted order scope can be cancelled in place; completed scope receives an escalation decision and fulfillment receipt.

The status of an exception is its own work state. An Investigating exception can exist while the grocery order is Approved or Completed. Customer Service Associate can explain the issue to the shopper, while Store Operations Manager assigns the owner and checks the recorded resolution. The team should not close an exception simply because the order moved forward.

Agree who raises each type of exception and when to escalate it. A spoiled item needs detail that identifies the affected order and what was observed. A delivery address problem needs an assigned person who can confirm the correct recipient and route. Store Operations Manager decides who can resolve or close an issue and which supporting document or event must be attached to the order.

For correction requests, decide who authorizes the requested scope and how the team identifies the current order revision. The correction workflow reads the order, lines, review decisions and receipts before branching on status. Draft, Awaiting Review and Approved scope can be cancelled in place. Completed scope needs a compensating escalation decision and receipt, because the release history remains relevant.

A shopper reports a spoiled item after the order is Completed. Customer Service Associate raises a damaged or spoiled item exception, describes the item and assigns the case to a store associate. Store Operations Manager checks the order lines and delivery event. If a correction is requested for the completed scope, the correction workflow creates an escalation decision and operation receipt. The order’s earlier Completed status and fulfillment receipt remain traceable.

For a draft order with a wrong delivery address, Order Coordinator can request cancellation before fulfillment. The order is marked Cancelled and the team can create corrected terms under the appropriate operating process. Customer Service Associate records the resolution on the exception so the open queue reflects the actual outcome.

• Open Fulfillment Exceptions — Assigned problems that still require investigation or resolution.
• Returned or Rejected Order Decisions — Decisions to explain before an order proceeds.
• Failed or Corrected Fulfillment Receipts — Operational evidence needing closer review.

See exception follow-up and correction and cancellation.