Four steps when a delivery does not match
Worked example: Northstar Works ordered 12 monitor arms on PO-48213. The carrier hands over cartons holding 10.
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1
Match the order
Open the purchase order or packing list and compare four things with the delivery: supplier name, order reference, item description and quantity. In the example, the carton label shows PO-48213 and the order says 12 monitor arms, so the delivery belongs to this order.
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2
Note the discrepancy
Write expected and received side by side, and state only what you can see. Example: "Expected 12, received 10, short 2. No visible damage." Leave out guesses about the cause, such as a supplier error or a lost carton.
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3
Preserve the evidence
Keep the cartons, packing material and delivery note until the owner says otherwise. Take photos that show the carton label, the open carton with the items counted, and the delivery note. Record the delivery date, time and carrier reference. Example: Tuesday 10:40, delivery note DN-7731.
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4
Notify the owner
Send your note and photos on the same day to the order owner, the requester named on the purchase order. Follow the exception route in your receiving reference to reach central procurement. Do not arrange a replacement or return with the supplier yourself unless that reference says you should.
Take photos that someone else can use
A useful evidence photo shows the item, its packaging and the readable label in one frame, close enough to read the order reference and far enough back to show the carton. Add a second photo of the whole count laid out. Take them before you open or move anything further, and keep the packaging nearby for anyone who asks to see it. The stock photo below is only an illustration of a parcel at a worktable; it does not show the Northstar Works example.
A completed receiving note
The sample record for the Northstar Works delivery. Copy this field order into your message.
| Field | Entry |
|---|---|
| Order reference | PO-48213, monitor arms (fictional supplier: Harbor Office Supply) |
| Expected | 12 monitor arms |
| Received | 10 monitor arms; carton label shows PO-48213 |
| Difference | 2 short; no visible damage |
| Delivery details | Tuesday 10:40; carrier delivery note DN-7731 |
| Evidence kept | 3 photos (carton label, counted items, delivery note); cartons held in the receiving area |
| Notified | Order owner on PO-48213 the same day; procurement route as set out in the receiving reference |
| Open question for owner | Request the 2 missing arms, or accept the 10 and close the order? |
Other situations you may meet
What if the item is wrong rather than short?
Use the same four steps and change what you record. Expected: "12 monitor arms, model on PO-48213". Received: "12 desk risers, model shown on the carton label". Photograph the label and the item together so the owner can see the model without opening anything.
What if the carton is damaged but the count is right?
Record the count as matching and describe the damage factually, for example "outer carton crushed on one corner; 2 arms bent". Photograph the damage close up and from a distance, and keep the packaging.
What if more arrived than we ordered?
Record expected and received in the same way (for example 12 expected, 14 received) and tell the order owner. Do not distribute or use the extra items until the owner has confirmed what to do.
Should I refuse or sign for the delivery?
Your approved receiving reference decides this, not this page. Check it before you sign, and if it is unclear, ask the procurement support route below. Whatever you decide, record what was handed over and the carrier's delivery note reference.
Is this where I raise a problem with an invoice?
No. This page covers the physical delivery only. If an invoice arrives for goods you did not fully receive, tell the order owner about the receiving note so they know the quantities do not agree.