Order Error Resolution Policy | Scale 3PL Help Center

1. Purpose

To explain how fulfilment errors are investigated and resolved when an incorrect, missing, or damaged item is reported.

This policy ensures that issues are handled consistently and fairly for both clients and the warehouse.

2. Scope

Applies to all orders fulfilled and dispatched by Scale 3PL.

3. Responsibilities

Client

report order issues as soon as they are identified
provide order and tracking information
provide supporting evidence if requested.

4. Scale 3PL

investigate reported issues
review warehouse records and system data
confirm the cause of the issue
provide resolution where appropriate.

5. Procedure Steps

1. Issue Reported

If a customer receives an incorrect, missing, or damaged item, the client should contact the Scale 3PL support team.

The report should include:

order number
tracking number
SKU involved
description of the issue.

2. Investigation

Scale 3PL will investigate the issue by reviewing:

Mintsoft order records
picking logs
packing records
available shipment information.

3. Investigation Outcome

The investigation will determine whether the issue resulted from:

warehouse fulfilment error
courier handling
incorrect product configuration
stock discrepancies.

4. Resolution

Where a warehouse error is confirmed, Scale 3PL will work with the client to resolve the issue.

Possible resolutions may include:

replacement shipment
return of incorrect items
further investigation if required.

5. Courier Issues

If the issue relates to courier damage or loss, the case may be handled through the courier claims process.

6. Additional Controls

Clients should report order issues as soon as possible after delivery to ensure investigations can be completed while shipment records remain available.

7. Support

UK customers
support@scale3pl.co.uk

EU customers
supporteu@scale3pl.co.uk

8. Related Articles

Courier Claims Process
Returns Process
Fulfilment Service Levels (SLA)

9. Version Control