If you are running into consistent issues with late upload, dead tracking, or oversells and cancellations, please review the below to prevent continued order issues and escalations.
Late Upload
- Confirm your SLA for tracking upload
Go to the "Fulfillment" tab in your Gateway account profile and scroll to the bottom to see your SLA
Look at the timestamp of tracking upload to see if due dates are being missed (i.e. time zone difference)
You can locate your due on date/time on your exported order file [Column T "ship_date")
You can also view it within the order details in Commerce Interface
Identify any driving deals
Is the inventory listed in Gateway accurate?
If you are waiting on additional inventory to fill orders and upload tracking, notify your Account Manager by submitting a ticket here
Check your API/EDI/FTP Connection
If you utilize an API/EDI/FTP connection for tracking upload, be sure to check to see if there is an issue or interruption that is preventing tracking upload
- Review current operations to optimize pick and pack flow
- Fulfill by a first in, first out method so oldest orders are prioritized
- Automate order flow via API or FTP
- Lower available inventory to sell on the site
- Manage order volume to better align with shipping capacity. Here is an article on managing inventory in Gateway
- Manage order volume to better align with shipping capacity. Here is an article on managing inventory in Gateway
Dead Tracking
- Review your dead tracking file to identify any obvious timing issues:
- Are you uploading tracking before handoff? Compare Order Date, Due On, and Tracking Received dates
- What method is being used for tracking upload; is it automated to be uploaded immediately?
- Tracking should only be uploaded once it is handed off the carrier
- Are you utilizing a shipping consolidator?
- Orders shipped using an unsupported carrier or service will be flagged as dead tracking and will not be eligible for payment. This includes consolidator services in partnership with USPS.
Identify any driving deals:
Is the inventory listed in Gateway accurate?
Was tracking uploaded without inventory to fill the orders?
If you do not have inventory to fill orders, please notify your Account Manager by submitting a ticket here
Identify any scanning issues or delays with your carrier
Work with your carrier on a resolution plan to ensure that are orders are getting scanned on time
Provide examples of delayed scans to your local carrier rep to investigate the source of the delay
Utilize multiple carriers to spread out shipments and prevent delays in processing during spikes in order volume
Review current operations to identify any fulfillment gaps
- Fulfill by a first in, first out method so oldest orders are prioritized
- Is there an internal scanning process in place to ensure no orders are left behind after carrier pickup?
High Volume of Order Cancellations
- Out of Stock / Shortage Cancellations
- Is inventory live in Gateway?
- What method are you currently using to update inventory in Gateway?
- More information on -> Maintaining Your Inventory
- More information on -> Using the Price and Quantity File
- How often is inventory being updated
- Can you work with your team to update inventory more frequently?
- Make sure inventory added to Gateway is designated for Groupon only
- It is best practice to put an inventory buffer in place to prevent oversells
- Example: Adding only 90% of available inventory for Groupon
- Request to Cancel Cancellations
- Identify any trends or patterns in customer tickets
- Are there improvements or changes that can be made to prevent ongoing customer requests to cancel?
- Merchants are responsible for addressing and resolving customer issues related to fulfillment errors. See all of our Customer Support articles on how best to resolve customer issues and avoid cancellations/refunds.
- Identify any trends or patterns in customer tickets