We flag it as inactive/not valid in the translation stage and remove it from
the set that loads to the staging tables - have to because we can only load
valid items. It gets flagged as a problem and a detail of the problem is
written to a read only csv in a common area and the link sent to customer
service with the notice the PO loaded. Customer service does their thing with
the phone and the buyer to resolve. They can substitute or leave it off or bag
the order for the customer to re-send - whatever the customer wants.
I dislike the 855 because it does not give the customer service team the
opportunity to solve the customer's problem and to sell. There are a thousand
reasons why they want something they can't have and a computer is utterly lousy
at managing that. How much better it is for the inside rep to call the buyer
and say, 'oh I am so sorry that ITEMX has been retired but you know what we do
have that is new and really selling well is NEWITEM' and they go on to do what
they do best...sell and service the customers needs, not just bounce their data
back at them.
On Feb 14, 2012, at 9:58 AM, Thorsten Evans wrote:
> I am trying to get a feel from this group what the best business practice is
> around receiving and processing an inbound order that was sent with an
> invalid item (assuming you are the supplier).
>
> Where do you deal with the item? Translator? Staging tables? ERP? Other?
>
> How do you deal with the item? Delete the line? Change to active/valid item?
> Have a non-inventoried item that indicates a bad item was sent? Other?
>
> Who is responsible for fixing the item? EDI person? Other IT person? Order
> management person? Other?
>
> How do you notify the customer? Auto email? Return EDI doc (like 855)? Phone
> call? Don't notify? Other?
>
> Based on how you handle inactive items, how would you handle it differently?
>
> Thanks in advance for feedback on this.
>
> Thorsten Evans
> EDI Developer
> GMCR
>
> [Non-text portions of this message have been removed]
>
>
[Non-text portions of this message have been removed]
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