Exceptions and corrections

Step by step

1. Raise exception Support Specialist

   Support Specialist records the cause, detail, order, owner and date. Stock shortage, damaged item, expired batch and promotion misapplied are distinct causes.

   • Cause, owner and status recorded
   • Updates Order exceptions, Customer orders

2. Gather context Support Specialist

   The support owner reads the order lines, fulfillment events and attachments. A batch case can also carry a return review with returned units and hygiene disposition.

   • Product and batch evidence gathered
   • Updates Order lines, Fulfillment events, Record attachments, Batch return reviews

3. Decide on review Order Reviewer

   Order Reviewer examines the exception with the order evidence and records a reasoned decision on the relevant revision.

   • Decision and reason on source revision
   • Updates Review decisions, Customer orders, Order exceptions
   ApprovalA person approves before the work moves on.

4. Correct or cancel scope Order Coordinator

   Order Coordinator requests the correction workflow for the authorized scope and current revision. The workflow records the correction while keeping executed decisions and receipts.

   • Authorized correction recorded
   • Updates Customer orders, Order lines, Review decisions, Operation receipts

5. Resolve follow-up Support Specialist

   Support Specialist records a resolution and uses the channel handoff to follow the customer case where needed.

   • Resolution and support channel recorded
   • Updates Order exceptions, Channel handoffs

Support Specialist

Owns the exception and handoff.

Order Reviewer

Decides on review.

Order Coordinator

Requests correction.

Fulfillment Operator

Supplies shipment context.