Investigate the gap before settling on a cause

For store teams and replenishment partners tracing an observed product gap

Fictional worked example: At Northstar Market's Cedar Street store, a shopper-facing shelf was empty for Northstar Oat Drink, 1 L, on 14 May. The example shows how the store team recorded what it could observe, compared it with approved inventory views, and handed the unresolved question to replenishment. It is not live stock information or a local operating policy.

Start with the observed gap and its time and location. Check only inventory views approved for your role and location. Record what each view actually shows, then label possible causes as questions until evidence supports them.

Illustrative incident notice — 14 May, 09:20

Fictional example, Northstar Market, Cedar Street: the shelf location for Northstar Oat Drink, 1 L, was observed empty at 09:20. This notice records one observation; it does not monitor current availability or indicate that the product is unavailable elsewhere.

What happened in the example

  1. Record the shelf gap

    A store colleague observed the named product absent from its usual shelf location. The observation was recorded with the store, product description, and time.

  2. Compare approved inventory views

    The example team checked its approved store inventory view and recorded a positive on-hand quantity alongside a recent transaction timestamp. This suggested a record-to-shelf mismatch; it did not prove where the units were.

  3. Ask replenishment to review the handoff

    The store shared the observation and view details with its replenishment partner, asking whether a recent receipt or movement could explain the mismatch. No delivery or correction was assumed.

  4. Capture the learning

    For this fictional example, the partner confirmed that a recently recorded receipt had not yet been reflected in the shelf-replenishment handoff. The teams agreed to include receipt timing in similar investigations; this is an example outcome, not a universal process.

Separate what was seen from what a view suggested

Keep direct observations distinct from system information and interpretation. A mismatch is a useful lead, not a confirmed explanation.

Observed at the store

At 09:20, the usual shelf location for Northstar Oat Drink, 1 L, appeared empty.

  • Store: Cedar Street
  • Observation time: 14 May, 09:20
  • Recorded fact: product absent from the usual shelf location

Shown in the approved view

The example inventory view showed 12 units on hand and a transaction timestamp of 08:55.

  • Record the view name and its displayed timestamp.
  • Treat the difference as a discrepancy to investigate.
  • Do not infer physical location or availability from the count alone.

Possible causes to distinguish

Use these as investigation questions, not conclusions

Shelf-replenishment gap

The product may be recorded on hand but not present at its usual shelf location.

  • Compare the shelf observation time with relevant approved-view timestamps.
  • Record any location or movement information available through approved channels.

Stock-record discrepancy

The displayed quantity may differ from the quantity physically available.

  • Note the displayed quantity and last transaction time.
  • Ask the responsible inventory role to review the discrepancy through the established local process.

Supply or receipt handoff

A recent receipt, transfer, or other handoff may not align with what the store view shows.

  • Record known receipt or movement references only if available in an approved view.
  • Ask the replenishment partner which handoff detail remains unverified.

Completed handoff example

A concise note keeps facts, checks, and the open question together

Subject: Shelf gap with positive on-hand count — Northstar Oat Drink, 1 L

Location and time: Northstar Market, Cedar Street; usual shelf location observed empty on 14 May at 09:20.

Approved-view finding: Store inventory view showed 12 units on hand; displayed transaction timestamp was 08:55. The view name and timestamp are included so the receiving partner can identify the source of the finding.

Already checked: The team compared the shelf observation with the approved view and found a difference between the observed shelf and displayed count. The team has not established where the units are.

Question for replenishment: Does a receipt or movement around the displayed transaction time explain the difference, or should the inventory discrepancy be reviewed through the local process?

Handoff principle: Send this information through the established store-to-replenishment route. If the discrepancy remains unresolved, use the escalation path defined for the applicable role and location; this example does not create a new route or response time.