Report an Order Issue

Overview

If you've found a discrepancy or other issue while checking in your delivered order, you can report the issue and request adjustment right within the app.

Note: Screenshots shown were taken from the mobile app. However, all information in this article is applicable regardless of how you access the app: via mobile phone, tablet, or the desktop web portal.

 

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Report an order issue

1. Go to the order reporting screen. If you have noticed an order issue, and: 
   • You have not yet completed the check-in process through the app, please first Check-in a received order.
   • You do not have the past order check-in open, please first Review a past order check-in.
2. From the list of order items, select the checkbox next to the item(s) with a problem.
   
   
    
3. Choose the problem from the What was wrong? dropdown menu. 
   
   
    

4. Optionally, if the item was damaged, incorrect, or substituted, please attach a photo by selecting the plus sign, then select Continue.

   Tip: Adding an image may speed up the processing time of your report.

    

   
   
    

5. Using the plus and minus signs, indicate how many of the item was incorrect or affected, then select Continue.
   
   
    
6. If applicable, indicate a delivery reason or add a free-text note, then select Continue.
   
   
    

Result

• Your report notes (reason, quantity, and credit) should be displayed in orange. Please review this screen to ensure it reflects the state of your received order.
• If something is incorrect, select Cancel and return to Step 1 to start over.

 

6. Select Save Check-In.

7. Select Yes on the popup.

   Tip: If you select No, the order issue will still show on the order, but will not request credit from your supplier.

    

   
   

Result

The order information now shows a Credit Status field that will update as your supplier processes your request. There's also a new Credit Request tab, showing the details of what you just reported.