Resolve an exception
Start with the current order record, state what has happened, and pass the specific next action to the role responsible for the local process.
Two exceptions, one clear handoff
Use the order record; name the issue, owner, and next action.
The ceramic mug is missing
The picking colleague finds the notebook but cannot locate the ceramic mug shown on the order.
- Record the missing item against the order in the authorized system.
- Tell the store's designated fulfillment lead which item is missing and what has been picked.
- The fulfillment lead checks the applicable local process and assigns the next action; do not mark the full order ready or packed while the item is unresolved.
The pickup has not happened yet
The order is in the designated pickup area, but the collection remains outstanding.
- Check the current order status and local pickup guidance in the authorized system.
- Tell the pickup or service colleague the order reference, location, and current status.
- That colleague follows the local process and records any status change in the authorized system.
Exception handoff at a glance
Route the work by role; local guidance determines any further action.
| Situation | First owner | Next handoff |
|---|---|---|
| Listed item not found | Picking colleague | Store fulfillment lead reviews the recorded exception and assigns the next action. |
| Pickup remains uncollected | Pickup or service colleague | Store fulfillment lead follows local pickup guidance and ensures the order record reflects the current state. |
Questions during the handoff
Keep decisions tied to the current order record and the responsible local role.
Where should I check the current order status or stock?
Use the authorized order system. This intranet example is guidance, not a live order or stock view.
What should I pass to the next colleague?
Give the order reference, what has been picked or packed, the current location or state, and the specific action still needed. Keep customer and payment details in the authorized order system.
Who takes over when the issue cannot be resolved during the pick?
Hand the recorded exception to the store's designated fulfillment lead. The lead uses local pickup or shipping guidance and the relevant support owner for the next decision.