Product Fulfillment Problems and Solutions
Example: A common problem is that due to a mixup somewhere in the fulfillment process, the wrong product is shipped to customers. Some customers may be willing to keep the wrong item plus receive the new item (and pay for it)—especially if you offer even a token incentive, such as $5 off their next order or waiving the shipping and handling that had been paid for the incorrect "extra item" they received. Even if they don't accept your incentive offer, they will recognize that you're an honorable business that treats its customers with consideration.
Next, make sure that information about the problem is communicated to all parties inside your company and to vendors that may be involved. Add comments to customer records for customer service operators. Notify the inbound order takers of products that are different from the offer. Instruct the returns department that certain items should be exchanged for a different item rather than reshipped.
Example: A collectibles company received merchandise from an outside manufacturer and failed to properly inspect the shipment. One of the items was mislabeled by the manufacturer as the wrong SKU. Customer service learned of the problem from consumer complaints, contacted all of the buyers affected and notified them that the correct item was being shipped. The warehouse was instructed to re-label all remaining inventory. But nobody told the returns department. As the wrong items came back, the returns were given to the warehouse, restocked based on the wrong labels and shipped out once again.
Step #3: Don't Let Problems Repeat Themselves
Once a problem has been corrected, the next step is to create a plan of action to make sure it's not repeated. Don't just focus on how the problem occurred: Think about what could have been done to prevent it or to have caught it sooner.