Troubleshooting
Problem
Attempts to cancel the abandoned shipment requires customer verification in IBM Sterling Store Web.
Symptom
Steps to reproduce:
- Create a pickup order. Schedule & release it.
- Create a shipment. Order moves to ready for backroom pick status.
- Log in to Web store. Perform backroom pick. Order moves to ready for customer.
- Assume that the customer did not show up for picking the order (Say for 7 days),
This requires the store user has to cancel the shipment and put the items back to backroom.
- The store user goes to customer pick screen and cancel all items due to customer no show.
- At this point , store user has to enter customer verification information. It is only after this, that the store user can record exception to cancel all the items.
Cause
This is working as designed.
Diagnosing The Problem
When a customer doesn't turn up to pick up items from store and the shipment is abandoned, the store user is required to cancel the shipment. Currently, the OOTB flow requires mandatory customer authentication and then record the exception to cancel the shipment line.
In real time, Customer identification is a mandatory step while performing the customer pick-up task.
Cancellation of the shipment is allowed as part of shortage resolution in customer pick-up flow. But this should not be considered as a cancel shipment task.
Resolving The Problem
The OOTB process is designed to mimic real time scenario. If a retailer wishes to do away with the customer verification at this step, a new related task can be created in the Order Summary screen to perform the cancel shipment task.
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Document Information
Modified date:
16 June 2018
UID
swg21978779