Occasionally, you may receive items that do not have corresponding order information in the system. This situation can arise due to incomplete order submissions, mismatches between received items and existing orders, incorrect labels, or drop shipments. This guide will help you efficiently identify, match, and resolve issues with such items, ensuring smooth processing and fulfillment.
We want to provide a quick way to manage these types of delivered items.
Our Team does what we can with the limited information that we have or are provided in the package, but only you the client has access to all of the information to resolve these issues.
Detailed steps to locate, identify, and match received items to their orders.
Common troubleshooting tips and resolutions for mismatched or missing orders.
Guidelines for handling damaged or incorrect items.
FAQs and additional resources for support.
On your home page, navigate to the section labeled "Items Received Without Order." (or "w/ No Order")
Open the specific item to review its details.
Review images of the item, which include the front/back of the book, shipping label, and, if available, the packing slip or order receipt. These images contain critical information to assist in identification.
Look for identifying details, such as:
Order #
Barcode
Title
Tracking number (Tip: Searching your email for the Order, Item or tracking information is often very effective.)
Additional Pictures May be Provided if the condition or other indicators warrant them.
Use the tracking number or other identifying details to verify if the order exists in the system.
Consider the possibility of:
Wrong Item: The item received might not match the intended shipment.
Drop Shipment: The book received could be from a drop shipment.
If the order is not found:
Click on the "Add Missing Order" option in the system.
Enter the necessary details to create the order.
NOTE: Even if the Item shown is not an item that you purchased. it is possible that the seller sent you the wrong item. It would be good to review any items that we have not received yet to see if this incorrect item was actually meant to fulfill one of these orders still pending. If none, you will need to create an "Unknown Order to continue processing the item in the Quickbase system.
Review the available order details (e.g., name, title, barcode) to match the received item to the appropriate order.
After Matching the Item to the Order the Order will be moved to a Pendin gClient Review Status. You would handle this just like any other order.
Check the item’s condition against the order’s specifications.
Verify that the received item’s condition matches or exceeds what was ordered.
If there are problems with the item (e.g., it is damaged or incorrect):
Mark it for client review by clicking the "Mark Pending Client Review" button.
Decide on the appropriate next steps, such as:
Returning the item to the seller.
Marking the item as destroyed.
Placeholder Image: Screenshot of the "Items Received Without an Order" section for easy identification.
Video Tutorial: Older Process Video (to be updated).
Adding Missing Orders to the System
Issue: Unable to find the order in the system.
Solution: Double-check the tracking number and any provided details. If necessary, reach out to the client for additional information.
Issue: Item does not match the order details.
Solution: Verify the shipment source and tracking information to ensure accuracy.
Issue: Resolving Mismatched Tracking Numbers
Solution: Contact our support team for assistance with this please make sure to provide order # and all Related Tracking information an items affected.
Concern: "How do I know if the item belongs to the right order?"
Response: Use the tracking number, barcode or any packing slip Information to cross-reference the received item with existing orders. We Provide you with all of the information included in the package, in the pictures, if there is not a picture of it it was not included in the package. So we very rarely can provide additional information that what was already provided.
NOTE: All Drop shippers specifically state not to include the Packing Slip or Receipt in the Package.
Concern: "What if the item is damaged?"
Response: Adding the order will transition it to a "Pending Client Review" and then you can decide on the next steps (e.g., return, request for refund, dispose, etc...).
Concern: "Can I still process the item if I add the order later?"
Response: Not at this time, In Quickbase (our soon to be legacy system) you must add the order and match it to the item for further processing. In our new system you could process the item without an order.
Concern: "I did not order this Item."
Response: Even if the Item shown is not an item that you purchased. it is possible that the seller sent you the wrong item. It would be good to review any items that we have not received yet to see if this incorrect item was actually meant to fulfill one of these orders still pending. It also could be that the wrong shipping label was placed on the package, we have seen too many different issues to include them here. What is important is for you to tell us what you want to do with the item, and to do that you need to first create an order, even if you never placed it, (just use Unknown as the source).
Q: How can I find the tracking number for a received item?
A: Check the shipping label or search your email records for the tracking information.
Q: What if the item’s condition is worse than expected?
A: Mark the item for client review and determine whether it should be returned or sold.
Q: Is it possible to approve an item for shipping if the order was missing initially?
A: Yes, once the missing order is added and matched to the item, you can approve it for shipping.
