Customer Service Rollback Policy

Purpose: To clearly outline the expectations and procedures for the Sales Order Rollback process.

The Sales Order Rollback process removes fulfillments on a released Sales Order, returning the order to a status that allows it to be put on hold, edited, or closed. This process is highly labor-intensive for our warehouses and should be reserved for only the most critical situations. The individuals and steps involved vary based on the order’s fulfillment path:

Task Picking Orders

• Rollback Process: Rollbacks for task-picked orders are initiated systematically at the Operations (Ops) level. Once initiated, Ops must physically remove all carton and pallet LPs and return all inventory to the designated pick bin.
• Customer-Requested Rollbacks for Task-Picking Orders:
  • Pick Task Status: Planned
    • No rollback is necessary; the Hold button should be available on the Sales Order.
    • If the Hold button is unavailable but tasks display as Planned, Ops has entered the task without beginning scanning. Escalate the request to the Customer Service Supervisor or Manager.
  • Pick Task Status: In Progress
    • Submit a rollback request in writing to the Customer Service Supervisor or Manager. They will consult with Operations leadership to determine eligibility.
  • Pick Task Status: Submitted
    • Rollback is unavailable. Inform the relevant party that the order cannot be modified or canceled.
• Advantus-Initiated Rollbacks for Task-Picking Orders:
  • All rollback requests, regardless of pick task status, must be escalated to the Customer Service Supervisor or Manager, who will consult with Operations leadership to assess rollback eligibility.

Bulk Fulfillment Orders

• Rollback Process: For bulk-filled orders, Order Management systematically initiates rollbacks. This may require relabeling all affected inventory at the outside location.
• Customer-Requested Rollbacks for Bulk Fulfilled Orders:
  • Batch Status: Pending
    • No rollback is necessary as the batch has not been processed.
  • Batch Status: Queued
    • The batch is queued for processing, and this cannot be stopped.
  • Batch Status: Pending Fulfillment or Complete
    • The batch has been processed; escalate the request to the Customer Service Supervisor or Manager.
• Advantus-Initiated Rollbacks for Bulk Fulfilled Orders:
  • For batches not in Pending status, all rollback requests must be escalated to the Customer Service Supervisor or Manager, who will consult with the relevant Order Management Specialist to assess eligibility for rollback.