Shipping errors & exceptions

A shipping error records something that went wrong when an order was fulfilled — a wrong item, damaged goods, or a manufacturing problem — so the team has a record and can follow up. This page covers recording an error on an order, reviewing the unreviewed list, and marking errors as reviewed.

Operators

Recording and reviewing shipping errors is mainly a 3PL operator workflow. Marking an error as reviewed is gated by a permission, so not every member can do it — see Mark a shipping error as reviewed.

Overview

Shipping errors live on the order they belong to. From an order you can:

  • Record a shipping error — capture the error type, a description, and optional attachments.
  • Review unreviewed errors — see open errors for a brand, both on the order and in the Brand Work Desk.
  • Mark an error as reviewed — close out an error once it has been handled.

Every shipping error is tied to a single brand. You only see and act on errors for brands assigned to you; workspace and 3PL admins see all brands in the workspace.

Record a shipping error

Record a shipping error from the order it relates to. The error is attached to that order and its brand.

  1. Open the order from the Warehouse area (or from a link elsewhere in Packr). See Orders for how to find an order.
  2. Scroll to the Shipping Errors section of the order.
  3. Select the add (+) button to open the Add Shipping Error form.
  4. Choose an Error Type — Wrong Item, Damaged Goods, or Manufacture Error. This is required.
  5. The Order Number is filled in for you from the order and cannot be changed.
  6. Enter a Description of what went wrong (optional but recommended).
  7. To attach a photo or file, select Add Attachment and upload it. You can add more than one.
  8. Select Create Shipping Error.

Packr saves the error against the order and posts a note to the brand's channel so the team is aware. The new error appears in the Shipping Errors section as unreviewed.

Screenshot: The Add Shipping Error form on an order. (pending capture)

Note

The Brand is required behind the scenes and comes from the order. If an order has no brand, you cannot create a shipping error for it — open the order from a brand context first.

Review unreviewed shipping errors

Unreviewed shipping errors are open errors that no one has marked as reviewed yet. You can review them in two places.

  • On the order — the Shipping Errors section of an order lists that order's errors. Each error card shows the error type, who created it, the description, any attachments, and when it was created. If there are none, you see "No shipping errors found".
  • In the Brand Work Desk — the Unreviewed Shipping Errors accordion on a brand's dashboard lists open errors across that brand's orders, with a count chip. See Working a brand.

You only see errors for brands assigned to you. Admins see every brand's errors in the workspace.

Screenshot: Unreviewed shipping errors on an order. (pending capture)

Mark a shipping error as reviewed

Operators

Marking an error as reviewed requires permission. If you don't see the Mark as Reviewed button or it has no effect, ask a workspace or 3PL admin to grant the permission — see Roles & permissions.

Mark a shipping error as reviewed once it has been investigated and handled.

  1. Find the error on its order's Shipping Errors section, or in the Unreviewed Shipping Errors list in the Brand Work Desk.
  2. On the error card, select Mark as Reviewed. The button shows Reviewing... while it saves.
  3. When it finishes, the card shows a Reviewed badge and the error drops off the unreviewed list.

Packr posts a note to the brand's channel confirming the error was reviewed. Reviewing an error doesn't delete it — the record stays on the order for history.

Tips

  • Add an attachment (a photo of the damaged item or wrong product) when you record the error so the brand has evidence without asking.
  • A clear Description helps the next person understand the error without reopening the order.
  • You can also start this workflow by asking Pax to record or resolve a shipping error for an order. See Taking actions with Pax.

Common questions

How do I report a shipping error? Open the order, scroll to the Shipping Errors section, select the add (+) button, choose an Error Type, add a Description and any attachments, then select Create Shipping Error. See Record a shipping error.

Where do I see unresolved shipping errors? Open errors appear in the Shipping Errors section of the order and in the Unreviewed Shipping Errors list on the brand's dashboard in the Brand Work Desk. You only see errors for brands assigned to you.

How do I resolve a shipping error? On the error card, select Mark as Reviewed. The card then shows a Reviewed badge and the error leaves the unreviewed list. This requires permission — ask an admin if you don't have it.

What error types can I record? Three: Wrong Item, Damaged Goods, and Manufacture Error.

Why can't I create a shipping error for an order? A shipping error must be tied to a brand and you must have access to that brand. If the order has no brand, or it belongs to a brand not assigned to you, you won't be able to record an error against it.