3PL Order Process After Release

Purpose: To provide a clear process for requesting and processing order changes or cancellations for orders shipped by our 3PL partners.

3PL Contacts

• Expeditors
  • McKenzie Strickland, Distribution Agent McKenzie.Strickland@Expeditors.com
  • DFW-FlowerMound, Shared Expeditors Mailbox DFW-FlowerMound@expeditors.com
  • Josh Smith, Distributions Operations Supervisor Josh.Smith@Expeditors.com
  • Note: CC Heather Slice and Christina Doose with Art101 on all Expeditors-related issues.
• Wagner
  • Roxanne Webb, Div 0181 Fulfillment LeadRoxanne.Webb@wagnerlogistics.com
  • Nick Buntjer, Div 0181 Supervisor Nick.Buntjer@wagnerlogistics.com
  • Suzie Honeycutt, EDI Integration suzie.honeycutt@wagnerlogistics.com
• Top Shelf
  • Ross LaCasse, EDI Integration ross@topshelfstorage.ca
  • Amanda Boutilier, Shipping Contact shipping@topshelfstorage.ca

Determining the Status of a Sales Order

• Review in NetSuite:
  • Check if a 940 has been sent or if a 945 has been received.
  • In the 940 Readiness subtab under the Item tab, verify the Next Batch Creation field to confirm transmission.

• • In the 945 Fulfillment Notice subtab, confirm if a 945 has been received. Tracking information will appear in the Tracking Number field.
• Wagner Orders:
  • Use the Ramp portal to check order status. Credentials are available in Bitwarden.

Closing a Released Sales Order

• Customer Cancellation Requests:
  • Confirm the order’s status in the fulfillment process before proceeding.
  • Contact the 3PL to request closure:
    • Example Email:
      • “Good day,[Customer Name] has requested the cancellation of PO [PO #]. Could you confirm if the order can be closed in your system?”
    • Do not use internal terms (e.g., “Rollbacks”) as they are specific to internal processes.
• Steps to Close an Order:
  • Await email confirmation from the 3PL that the order has been closed in their system.
  • Attach the confirmation email to the Sales Order in NetSuite.
  • Close the order in NetSuite and notify the customer.
    • Transmitted Orders: Uncheck the EDI 940/850 Sent checkbox in the Admin tab of the Sales Order, save, and then close the order.
• If the 3PL Cannot Close the Order:
  • Inform the customer that cancellation is not possible.

Closing a Line on a Released Sales Order due to Customer Request

• Customer Requests:
  • Request email confirmation for the closure of specific line items.
    • Example Email:
      • “Good day, [Customer Name] has requested the closure of item [Item Number] on PO [PO #]. Could you confirm if this line can be closed in your system?”
• Steps to Proceed:
  • Await confirmation from the 3PL.
  • Attach the confirmation email to the Sales Order in NetSuite.
  • Close the specific line in NetSuite and notify the customer.
• Editing Restrictions:
  • If unable to edit the Sales Order, escalate to Customer Service management.

Closing a Line/Sales Order on a Released Sales Order due to 3PL Inventory Discrepancy

• 3PL Inventory Discrepancies
  • 3PL will send an email notating the order, item and quantity short.
    • If there is any information missing from the initial email, please request this information from the 3PL.
• Steps to Address the Discrepancy:
  • Attach inventory discrepancy email to the Sales Order.
  • Update the quantity for the affected line item in NetSuite.
    • If the customer needs to be informed of any changes, notify them before making edits to the Sales Order.
• Editing Restrictions
  • If unable to edit the Sales Order, escalate to Customer Service management.

Resending 940s

To avoid duplicate orders, follow these steps before resending a 940:

• Orders Shipping from Wagner:

1. Confirm in NetSuite that the 940 was sent.
2. Search for the PO in Ramp to verify if it’s visible.
3. If not visible, contact Suzie at Wagner.
4. If Suzie cannot locate the data file, escalate to Customer Service management.

• Orders Shipping from Top Shelf:

1. Confirm in NetSuite that the 940 was sent.
2. Contact Ross at Top Shelf.
3. If Ross cannot locate the data file, escalate to Customer Service management.

• Orders Shipping from Expeditors:

1. Confirm in NetSuite that the 940 was sent.
2. Contact McKenzie and Josh at Expeditors.
3. If Expeditors cannot locate the data file, escalate to Customer Service management.