Logistics Operations Center

Select a process, dashboard, document area, or tool.

Processes

Dashboards

Documents & Tools

🛡 Logistics Operations Center

One Place. Every Process.
Every Next Action.

Step-by-step workflows, error-to-action maps, decision rules, dashboards, and escalation guidance for all Logistics operations.

12

Processes

9

Dashboards

80+

Error Mappings

17

Sections / Page

Priority & Alerts

Open Escalations

Cases aging beyond 72h require supervisor review.

VRA Rule — Physical Receipt Required

No VRA to be created before item is physically confirmed in NetSuite. All teams must follow.

New Pages Added

Intercompany, Warehouse Process, ETA Management, and S&OPs pages are now live.

3

Open Escalations

7

Aging Cases 48h+

5

ETA Exceptions

2

Pending VRA Credits

All Processes

Inbound

Warehouse / Logistics

Receiving, PO match, inspection, discrepancies, Z-100, damaged, short, over, wrong items.

SOPError MapDecisions

Outbound

Logistics / Warehouse

IF creation, fulfillment, pick & pack, shipping, tracking, carrier issues, late & wrong shipments.

SOPError MapDecisions

Overshipment

Logistics / Purchasing

Extra quantity from vendor or to customer. Credit or return, NetSuite adjustment.

SOPError Map

Undershipment

Logistics / CS / Purchasing

Short count from vendor or to customer. Replacement or credit, vendor claims.

SOPError Map

Free Stock

Logistics / Finance

Unidentified or extra inventory. Investigation, disposition, write-off, Greenlife.

SOPDecisions

Reverse Logistics

Logistics / CS / Finance

VRA, Supplier RMA, customer returns, credit memos, denied credits, disposal, Finance cleanup.

FlowchartsStatus GuideTemplates

International

Logistics / Finance / Broker

Import/export, customs, broker, HS codes, duties & taxes, demurrage, delivery coordination.

SOPError MapDocs

Intercompany

Logistics / Finance

JEM US ↔ UK ↔ TFAS ↔ FAST transfers. PO/SO flow, invoice, D&T, reconciliation.

SOPError Map

Warehouse Process

Warehouse / Logistics

Receiving, inspection, bin movement, Z-100 quarantine, pick/pack/ship, handoffs.

SOPError Map

ETA Management

Logistics / CS

ETA tracking, vendor/carrier updates, delay management, backorder impact, escalation cadence.

SOPDashboard

Freight Quotes & Scheduling

Logistics

Quote requests, carrier selection, DG handling, declared value, appointment scheduling.

SOPDecisions

UK Warehouse

UK WH / Logistics

UK receiving, Z-100-U quarantine, VRA (physical receipt first), ShipStation fulfillment.

SOPKey Rules

S&OPs & Approved Documents

All Teams

Approved SOPs, pending approvals, templates library, S&OP materials, process governance.

DocumentsGovernance

Dashboards

📥 Inbound Dashboard

Receipts, discrepancies, Z-100 aging

📤 Outbound Dashboard

IFs, tracking gaps, carrier exceptions

↩️ Reverse Dashboard

VRA aging, CM status, denials

🌍 International Dashboard

Customs pipeline, broker status

🔄 Intercompany Dashboard

Entity transfers, reconciliation

🏭 Warehouse Dashboard

Quarantine, receiving backlog

⏱ ETA Dashboard

Late inbound, delayed orders

⚠ Exceptions Dashboard

All open exceptions & escalations

🚛 Freight Dashboard

Quotes, approvals, bookings

Home › Inbound

Inbound

Reverse Inbound

Inbound Shipment Creation

Daily Inbound Operations

Schedule Pickup

Claim

Reverse Inbound — Wrong Confirmation Correction (JEM-WH-005)

Correcting an incorrect receiving confirmation in NetSuite

Applies to ATL / AZ / UK. Exclusive to reversing incorrect receiving confirmations (item or quantity) already posted — does not cover supplier returns, cycle-count adjustments (VRA), or under/overshipment, which have their own SOPs.

Receiving confirms an item/quantity was entered incorrectly

1

ReceivingNotify via Slack

Report the item and quantity confirmed incorrectly.

2

LogisticsValidate the error

Confirm the reason for the error with Receiving and check the actual quantity confirmed in NetSuite.

Decision

Did the confirmation occur within the current month?

Same month

4–8

LogisticsLocate PO → Inbound Reversal

Open Inbound Reversal → select warehouse → Transaction Type = "Purchase Order" → enter the PO. The system shows all confirmations for that PO, including the bin for each.

Decision

Is the item in the same bin shown for the confirmation?

Same bin → select confirmation → save — reversal complete

Different bin

Receiving Lead transfers the item to the bin shown on the Inbound Reversal screen, then the reversal is completed.

Month already closed

LogisticsDirect reversal no longer possible

Researches the item's movement history.

Request approval for a smart count

Logistics SupervisorApproves the request

Warehouse ManagerPerforms the smart count

Exception Handling

Situation	Required Action	Escalate To
Item is not in the same bin as the confirmation	Request Receiving Lead to transfer the item to the correct bin before completing the reversal	Receiving Lead
Confirmation occurred outside the current month (closed)	Research movement history, then request Supervisor approval for a smart count	Logistics Supervisor → Warehouse Manager
Quantity reported by Receiving doesn't match what's confirmed in NetSuite	Do not process the reversal — reconfirm with Receiving first	Receiving Lead

Inbound Shipment Creation Process

Creating an Inbound Shipment in NetSuite from a supplier notification

Applies once a supplier confirms an item has shipped. Covers locating the PO, creating the Inbound Shipment, linking items, and marking it In Transit.

Receive the Invoice or shipping notification confirming the item has shipped (via email)

1

Key information in the invoice

Verify the presence of PO #, INV #, Part #, QTY, and Tracking # in the notification or invoice.

Decision

Does the shipping notification include the PO #?

Yes

Continue to shipment creation

No — some suppliers omit it

Locate the PO # in NetSuite

Search the Part # in NetSuite → Related Records > TYPE > Purchase Order → look for the PO # that matches the quantity in the supplier's shipping notification.

2

Create Inbound Shipment

Navigate to Transactions > Purchases > Create Inbound Shipment.

3

Fill in shipment header fields

EXTERNAL DOCUMENT NUMBER = INV # / Order # / Delivery # | SHIPPING DATE = supplier's shipping date | DELIVERY DATE = expected date per tracking (if unavailable, shipping date + 4 days)

4

Enter tracking

TRACKING NUMBER field. If multiple tracking numbers exist, put one in the field and record the others in the MEMO field.

Decision

Is this an international inbound?

No

Continue with standard inbound creation.

Yes

LogisticsFlag International

The International box must be flagged on the inbound record before the shipment is finalized.

Add freight quote

Add the freight quote/cost associated with the international inbound shipment.

Add duties and taxes

Add duties and taxes information or estimate so landed cost is visible before the quote is completed.

Freight quote completed for the international inbound.

5

Link to the Purchase Order

Use the PO field and search using the format PO#POXXX, then click on the matching PO #.

Decision

Adding items — single item or bulk?

Single / few items

6

Select items in the PO

In the ITEM section, copy, paste, and select the required item(s).

7

Adjust quantity

Quantities auto-fill from the PO — adjust to reflect the correct quantity per the shipment details.

Bulk addition

8

Use "Add PO Items"

Enter the Vendor and PO # (format PO#POXXX) — this automatically adds all items on the PO to the Inbound Shipment.

Remove items not actually shipped

Not all items on the PO may have shipped — select the line and click Remove for anything not included in the invoice or shipping notification.

9

Save

Creates the Inbound Shipment record (INBSHIPXXXX).

10

Mark In Transit

Click "Mark In Transit" to update the shipment status.

Inbound Shipment created and in transit — ready for Receiving

If it's a pallet shipment

Check the pallet option and fill in: Total Weight, Dimensions, Shipping Price Quoted (if JEM scheduled the shipment), and Pallet Quantity.

International inbound requirement

When the inbound is international, the International box must be flagged, the freight quote must be added, duties and taxes must be entered or estimated, and the quote must be completed before finalizing the inbound.

Daily Inbound Operations

Day-to-day inbound maintenance, tracking, automation, and Slack-list investigation

Internal reference covering the daily upkeep of inbounds so they always match the invoice, plus the standard investigation process for warehouse-reported discrepancies.

Daily Maintenance Checklist

Inbound Maintenance

Keep the inbound matching the invoice — edit quantities that diverge, add missing item lines manually. Any manually added item must have Problem and Reason filled in.

Updating Inbounds

Fill in what the bot couldn't extract: Invoice Number, Tracking Number, Expected Receipt Date, and whether the shipment is a pallet.

Tracking Numbers

If missing, enter manually from the invoice, then update the Expected Receipt Date. Multiple tracking numbers → master number in the Tracking field, rest in Memo. No tracking on the invoice → email the supplier.

Follow-up Dates

Check tracking daily for in-transit shipments; compare the carrier's estimated delivery date with the Expected Receipt Date and update if it changed.

Problem field	Meaning
No Inbound	The inbound wasn't created by the bot, or the manually added item wasn't on the bot-created inbound.
Qty Not Matching	The inbound quantity and the invoice quantity diverge.
Wrong item	The supplier sent an item different from what's on the invoice.
Over	The supplier sent more units than stated on the PO.

Reason field	Meaning
IA Error	The bot couldn't create the inbound, or created it partially, requiring manual addition.
Netsuite Error	A system error affected receipt of the item.
PO Issue	A problem with the PO prevented the inbound from being created.
Buyer Issue	The buyer created the PO with incorrect information.
No Invoice	The supplier didn't send the invoice by email.
Over/Supplier Issue	The supplier sent more units than stated on the PO.

Checkboxes — always pay attention to both

Tracking Updated: check once the tracking number has a confirmed delivery date. If not yet updated, set the delivery date 3–5 days ahead without checking the box. Pallet?: check only for pallet shipments — FedEx tracking numbers ending in 5, 7, or 9 are pallets (FedEx Freight); Karenn's scheduled pickups are always pallets; for UPS/XPO/SAIA, the carrier's own platform indicates it.

Pending Inbounds — Investigation Flow

Inbound remains open past the expected delivery date, or is only partially confirmed

LogisticsVerify tracking before asking Warehouse to check

Check the carrier's website: is it correct, does it show delivered, has the delivery date changed?

Post to the Pending Inbounds Slack list

SKU, pending quantity, PO number, supplier, date tracking shows delivered, and a note (e.g. "tracking shows delivered 06/25 — could you check the stock?").

WarehousePerforms a Cycle Count

Decision

Was the pending quantity found?

Found

Confirm the remaining quantity, complete receiving, close the inbound

Not found

Confirm items weren't received — report an Under Shipment to the supplier

Slack Lists — Inbound Solutions (Overshipment / Free Stock / Wrong Item)

Used mainly by Warehouse to flag problems with inbounds, POs, items without an invoice, or extra units. Required: SKU, quantity, PO number, receipt date. Optional: Supplier, Notes, Status.

Warehouse posts to the Inbound Solutions Slack list

Decision

What's the cause of the discrepancy?

Overshipment

Supplier invoiced more units than the PO (e.g. PO 50, invoice 52). Add the extra units to the PO manually, set Overshipping Type = Overshipment, create a new inbound for the extra units.

Free Stock

Supplier sent extra units but didn't invoice them (e.g. PO 50, invoice 50, received 52). Add the extra units to the PO at Rate = 0, set Overshipping Type = Free Stock.

Wrong Item

Confirm the item is truly wrong → if not on the PO, add it manually as "wrong item" and create an inbound for it → report an Under Shipment on the line for the pending correct item → check with buyers whether to keep or return the wrong item → if return, pass to Karla to create the Task + VRA.

Automation

01Automatically created inbounds

The automation reads supplier invoices sent by email and creates inbounds automatically. On success, a report is emailed and the inbound appears on the list — tracking still needs to be checked and the checkbox updated. On failure, an error report is emailed explaining where it failed, and the inbound must be created manually.

02Creating an inbound manually

External Document Number = invoice number · Shipping Date = current date (for manual inbounds) · Expected Receipt Date = tracking's delivery date (3–5 days ahead if not yet updated) · Memo = list all tracking numbers if 2+ · Tracking Number = master tracking number. For the item line, fill only PO and Item — the rest auto-fills. Always set Problem = "No Inbound" and Reason = "IA Error" for manually created lines.

03Manual corrections

Wrong location: if the automation created the inbound for the wrong location vs. the invoice's shipping address, edit the location — the inbound must always match the invoice. Partially created inbounds: if the automation only created lines for some of the invoiced items, add the missing item(s) manually with Problem = "No Inbound" and Reason = "IA Error."

04Common automation failures

SKU or quantity failure: invoice quantity exceeds the PO's available quantity, an incorrect/mismatched SKU, or a NetSuite error even when SKU and quantities match. Temujin invoices: often fail due to invoice quantity > PO quantity, failure to read the SKU from the spreadsheet, or a duplicate inbound already existing for that PO/SKU/quantity combination.

05Pallet inbound — email triggers

Automation currently only handles pallet inbounds for Temujin and Next Security. Temujin: email robo@jemsystems, subject "Pallet - Temujin XXXX-YYYY" (case-sensitive), attachment only, no body. Next Security: subject "inbound pallet next" (all lowercase, exact), attachment only, no body — processed on-demand via Power Automate.

Common Warehouse Issues — Investigation Reference

01Unexpected Receipts

Common situations: material received with no inbound created; received before expected date; extra units (overshipment); partial receipt; material that doesn't belong to the expected inbound.

Process: check for an existing inbound → review PO → review invoice → check tracking → confirm if it belongs to another inbound → update or create the inbound → inform the warehouse of the action taken.

02Inventory Discrepancies

Common situations: fewer units received than expected (undershipment); more units than expected (overshipment); inbound remains pending; system shows missing items.

Process: check inbound quantities → request a Cycle Count → compare physical vs. system → check receiving history → confirm if truly not received vs. simply not confirmed → check if received under another inbound → decide: update inbound, close inbound, or contact the supplier.

03Duplicate or Incorrect Products in Slack Lists

Common situations: same item added twice; incorrect Part Number reported; product linked to the wrong invoice; same receipt reported twice.

Process: review the Slack message → check the invoice by email → compare Part Number, Description, Quantity → confirm if already processed → correct the inbound if needed → inform the warehouse.

04Insufficient Information

One of the most frequent problems — creates rework between Logistics and Warehouse.

Frequently required: photo of box label, product label, packing list; PO number; invoice; tracking number; quantity received; supplier name; number of boxes.

Process: identify what's missing → request it from the warehouse → wait for a response before continuing → confirm all evidence received → proceed with analysis.

05Damaged Products

Required: photos of the damaged product and packaging, affected quantity, PO, invoice, Part Number, box label.

Process: confirm with the warehouse the product is in fact damaged → request photo evidence → assess when the damage occurred (transport / unloading / in-warehouse) → log the case → contact the supplier when necessary.

06Incorrect Products

Required: photo of product label, packing list, box label; PO; invoice; expected vs. received Part Number.

Process: confirm what was expected → identify what was received → compare Part Number, Description, Supplier → confirm the error → log the occurrence → contact the supplier to define the solution.

07Information Request Checklist

Before starting any investigation: Part Number · Quantity · PO · Invoice · Tracking Number · photo of box label · photo of product label · photo of packing list · photos of damage (if applicable) · warehouse comments. If anything is missing, request it before proceeding.

General Investigation Flow

Any problem arises in the warehouse

Identify the type of occurrence

Check whether all necessary information has been provided

Request additional information, if needed

Validate using PO, Invoice, Tracking Number, and receiving history

Determine the cause of the problem

Carry out the corrective action (update inbound, adjust inventory, contact supplier, etc.)

Communicate with the warehouse and log the resolution

Cycle Count

Physically confirm before concluding an Under Shipment

Request when: there's a pending inbound, physical vs. system stock differs, there's doubt about receipt, or tracking shows delivered but it's unconfirmed in the system. Provide SKU, expected quantity, PO, related inbound. Item found → confirm receipt, update inbound, close the case. Item not found → confirm it's genuinely missing, proceed with the Under Shipment process.

JEM-WH-008 — Freight Quote & Booking

Standard process for quoting and booking inbound freight through MyCarrier and Pacejet, including cargo insurance rules for LTL and parcel shipments.

Before scheduling pickup

Required access

MyCarrier: estes.mycarriertms.com
Pacejet: ship.pacejet.cc/JemSystems
NetSuite PO / inbound shipment record.

Required data

PO, SO, or invoice reference; pickup and delivery addresses; pallet/box count; dimensions; weight; supplier invoice or PO cargo value.

Insurance rule

Cargo insurance is mandatory when cargo value is over USD 4,000. Internal cap is USD 250,000 per shipment; carrier eligibility can go up to USD 500,000.

MyCarrier LTL quote and pickup booking

Need to quote / book inbound LTL pickup

1

Access MyCarrier

Open MyCarrier and choose LTL Quote to quote or book the pickup.

2

Select dates and addresses

Confirm pickup date, origin, and destination. Use Third Party when destination is Atlanta Warehouse; use Prepaid when destination is Arizona Warehouse.

3

Confirm accessorials

Confirm required services with the shipper. Liftgate pickup must always be selected for Temujin and Next Security shipments.

4

Enter freight details

Enter pallet type, dimensions, commodity description, NMFC, Sub, freight class, and total weight. Add a new handling unit for each additional pallet.

Decision

Cargo value over USD 4,000?

Yes

Add cargo insurance

Fill cargo value, select carrier, and arrange insurance through MyCarrier / Loadsure before dispatch.

No

Continue with standard carrier comparison and booking.

5-8

Select carrier, dispatch, generate BOL and label

Compare cost and delivery date, review shipper/consignee details, click Dispatch & Insurance, then save the BOL as PDF and print labels.

Pickup booked — track PRO, pickup date, carrier, freight cost, and insurance cost

Parcel quote / label through Pacejet

#	Action	Required detail	Responsible
1	Access Pacejet	Go to Transactions > Rate & Ship.	Logistics Analyst
2	Fill shipper and recipient	Enter complete Ship From and Ship To details.	Logistics Analyst
3	Fill box details	Enter box count, dimensions, weight, declared value, and piece quantity.	Logistics Analyst
4	Rate shipment	Check all fields, then click Rate Shipment.	Logistics Analyst
5	Select service	Choose Parcel and select the best cost / delivery option.	Logistics Analyst
6	Confirm and ship	Click Ship and review the final confirmation.	Logistics Analyst
7	Print labels	Click each tracking number to print the related label.	Logistics Analyst

JEM-WH-009 — Freight & Parcel Claims

Process for identifying inbound damage on receiving and filing LTL or parcel claims for loss, damage, or missing contents.

Claim starting point — inbound damage at receiving

Shipment arrives at receiving

1-4

Inspect shipment, quantity, labels, and product condition

Check pallets, boxes, packaging, BOL, packing list, PO, consignee information, and visible product condition before accepting into inventory.

Decision

Damage, shortage, loss, or missing contents found?

Yes

Document and isolate

Take photos of the full shipment, damaged pallet/box, label, product, and packaging. Record PO, BOL, tracking/PRO, carrier, delivery date, damage description, quantity affected, and photos.

Notify responsible teams

Notify Warehouse Supervisor, Logistics, Purchasing, Transportation, and supplier when needed. Note visible damage on POD before signing.

Move goods to Damage Hold / Quarantine and wait for disposition

No

Continue normal inbound receiving process

Claim type routing

LTL Freight Claim

Preserve freight and packaging. Gather BOL, POD, invoice, packing list, photos, repair/replacement estimate, and freight invoice if requested. Submit claim and record claim number.

Parcel Claim

Keep package, item, packing materials, and label. Gather tracking number, proof of value, photos, invoice, and packing list if available.

FedEx Claim

Sign in, start a new claim, enter tracking and claim type, upload supporting documents, submit, and monitor under View My Claims.

UPS Claim

Start claim, enter tracking, choose Lost / Damaged / Missing Contents, upload documents, submit, and monitor the UPS Claims Dashboard.

Required claim package

Document / Evidence	Use	Owner
BOL / delivery receipt / POD	Carrier proof of delivery and receiving condition.	Warehouse Lead / Logistics
Commercial or sales invoice	Proof of value and claimed amount.	Logistics Analyst
Packing list	Confirms item, quantity, and contents expected.	Warehouse / Logistics
Photos	Full shipment, damaged product, packaging, label, pallet, inside and outside of box.	Warehouse Associate
Tracking / PRO number	Carrier claim lookup and tracking reference.	Logistics Analyst
Repair or replacement estimate	Supports damage value when requested.	Logistics Analyst

Exception handling

Situation	Required Action	Escalate To
Only shipper can file the claim	Confirm with carrier and request supplier / shipper to file when required.	Logistics Analyst / Purchasing
Damage found after delivery	Document immediately with photos and follow the receiving damage flow even without a POD note.	Warehouse Lead
Carrier requests inspection	Keep goods isolated in Damage Hold and do not alter packaging.	Logistics Analyst
Claim denied	Review denial reason and documentation; evaluate appeal or supplier claim.	Suanny Sanches

Home › Outbound

Outbound

Transportation & Distribution — Outbound Process & NetSuite Overview

End-to-end outbound process

From Sales Order creation through final customer delivery, including each department's responsibilities and Transportation's monitoring activities.

Outbound Process

NetSuite Overview

Departments Involved

Department	Main Responsibility
Sales	Create Estimates and Sales Orders.
Customer Service	Customer communication and order updates.
Warehouse	Receiving, Picking, packing, shipping, inventory control.
Transportation	Monitor outbound operations, carriers, and shipment exceptions.
Finance	Invoice customers and manage billing.

High-Level Flow

1 · Customer Request

2–3

SalesEstimate → Sales Order

Estimate converted to Sales Order after customer approval; shipping method, notes, replacement info, and customer shipping account entered.

4

Order Released

NetSuite validates inventory allocation and releases the order for warehouse fulfillment. Transportation monitors exceptions rather than revalidating all system rules.

5–9

WarehouseQueue → Wave → Pick Task → Picking → Packing

Waves and Pick Tasks are created, the warehouse performs picking and packing, and prepares the shipment.

10

WarehouseItem Fulfillment — carrier selection & shipping

Warehouse selects the shipping service per business rules, creates tracking numbers and shipping labels. Inventory is relieved and the shipment becomes visible for monitoring. Transportation monitors compliance with customer requirements, carrier strategy, and shipping policies.

11

TransportationCarrier Pickup

Confirms pickup completion and escalates missed pickups.

12

TransportationIn Transit — shipment monitoring

Monitors tracking, transit status, delays, delivery exceptions, and communicates updates when required.

13

Delivered

Proof of delivery reviewed when necessary; order considered complete.

14–15 · Invoice → Order Closed

Shipment Exceptions

Carrier Delay · Missed Pickup · Wrong Shipping Method · Wrong Carrier · Address Correction · Reroute · Return to Sender (RTS) · Lost Shipment · Damaged Shipment · Warehouse Shipping Error · Replacement Order · Freight Claim

Transportation Daily Monitoring

Orders Pending Fulfillment · Orders Past Cut-off · Orders Awaiting Pickup · Orders Without Tracking · Carrier Delays · In-Transit Exceptions · Return to Sender · Claims · Replacement Orders · On-Time Shipment · On-Time Delivery

Primary NetSuite Transactions

Transaction	Purpose
Estimate	Customer quotation. Non-posting transaction used before Sales Order.
Sales Order (SO)	Authorizes order fulfillment and inventory allocation.
Wave	Groups multiple Sales Orders for warehouse picking.
Pick Task	Warehouse task instructing where inventory should be picked.
Item Fulfillment (IF)	Confirms goods shipped, creates tracking, and relieves inventory.
Invoice	Bills the customer after fulfillment.
Credit Memo	Credits the customer after returns or billing adjustments.
Purchase Order (PO)	Purchases inventory from suppliers.
Inbound Shipment	Represents inbound goods in transit from suppliers.
Item Receipt (IR)	Confirms receipt of inventory into the warehouse.
Transfer Order (TO)	Moves inventory between warehouses.
Inventory Transfer	Immediate inventory movement between locations.
Inventory Adjustment	Manual inventory correction.
Return Authorization (RMA)	Authorizes customer returns.
Vendor Return Authorization (VRA)	Authorizes returns to suppliers.
Vendor Bill	Supplier invoice.
Vendor Credit	Supplier credit.

Key Transaction Relationships

Estimate → Sales Order → Wave → Pick Task → Item Fulfillment → Invoice

Purchase Order → Inbound Shipment → Item Receipt → Vendor Bill

Transfer Order → Item Fulfillment → Item Receipt

Return Authorization → Item Receipt → Credit Memo

Vendor Return Authorization → Vendor Credit

Common Transaction Statuses

Transaction	Typical Statuses
Sales Order	Pending Approval, Pending Fulfillment, Partially Fulfilled, Pending Billing, Billed, Closed
Purchase Order	Pending Approval, Pending Receipt, Partially Received, Fully Received, Closed
Transfer Order	Pending Fulfillment, Pending Receipt, Received, Closed
Inbound Shipment	To be shipped, In Transit, Partially received, Received, Closed
Item Fulfillment	Picked, Packed, Shipped
RMA	Pending Receipt, Received, Closed
VRA	Pending Fulfillment, Pending Credit, Credited, Closed

Home › Overshipment

Overshipment

JEM-WH-004 · Overshipment & Free Stock — ATL / AZ / UK

Received quantity exceeds the PO

Covers Overshipment (billed surplus, subject to a Procurement keep/return decision) and Free Stock (unbilled surplus, received directly into stock, no decision needed). Example used throughout: PO ordered = 10, received = 15 (surplus = 5).

Supplier shipment arrives — received quantity > PO

1

ReceivingConfirm the received quantity

Receive the ordered quantity normally in NetSuite; set aside and identify the surplus; notify Logistics.

2

LogisticsCreate new PO line — check the invoice

Check how the supplier billed the shipment.

Decision

Billed at the received quantity, or the original PO quantity?

Billed at received qty (e.g. 15)

Overship Type = Overshipment

Requires a keep/return decision from Procurement before closing.

3

LogisticsAdd inbound line, alert Receiving

Receiving receives the surplus into stock once Procurement decides.

4

ProcurementKeep / Return decision

Logistics contacts Procurement directly on Slack as soon as identified, so the decision is made without delay. Recorded in the Overship Decision field.

Keep Stock

Surplus stays in inventory → proceed to billing

Return to Vendor

Logistics creates a VRA for the surplus

Billed at original qty (e.g. 10)

Overship Type = Free Stock

No Procurement decision needed.

3

ReceivingAdd inbound line, receive surplus

Receiving receives the surplus directly into general stock.

Surplus in stock — case closed

Exception Handling

Situation	Required Action	Escalate To
Receiving isn't sure whether the surplus qualifies as a genuine overshipment	Receiving Lead reviews count against packing list and invoice before notifying Logistics	Receiving Lead
Receiving Lead cannot determine the cause of the discrepancy	Escalate for review before the case is classified	Logistics Analyst

Home › Undershipment

Undershipment

JEM-WH-003 (v2.0) — ATL / AZ / UK / FAST

Received quantity is less than the PO / Invoice

Steps 1–4 performed by Warehouse; steps 5–9 by Logistics. Identical process across ATL, AZ, UK and FAST Warehouse.

Shipment received — compare to Invoice / Packing Slip

1–2

WarehouseReceive the shipment → compare quantities

Compare received quantity to the Invoice / Packing Slip.

Decision

Does received quantity match the Invoice / Packing Slip?

Matches

Case closed directly — no further action

Less than expected

4

WarehouseCreate Item Receipt (IR) — physical qty only

Never force reconciliation to the PO quantity.

5

LogisticsCheck supporting records

Packing list, invoice, recent confirmations, item smart counts.

Decision

Is the discrepancy real (not a receiving error)?

7

LogisticsUpdate the PO line

Under Shipment ✓ (notifies Purchasing) | Missing Quantity | Case Status = Open | Follow Up Date | Notes

8

LogisticsClose the PO line

Happens before supplier follow-up begins — not blocked by response time.

9

LogisticsContact supplier → Waiting for Supplier

Resolution follows one of two paths.

Replacement

Supplier ships the missing units → Logistics creates Inbound → Warehouse receives on arrival.

Credit Memo

Supplier issues a credit memo → attached to the PO → Case Status / Resolution updated.

Case Status Lifecycle

Not StartedOpenWaiting for SupplierResolvedClosedLost

Resolution values

Units Shipped · Credit Issued · Refund Issued · Inventory Adjustment · Lost · Supplier Denied Claim

Exception Handling

Situation	Required Action	Escalate To
Supplier doesn't respond within the expected timeframe	Keep in the Logistics follow-up queue; continue periodic follow-up — don't escalate solely for a slow response	Stays with Logistics
Supplier disputes or denies the undershipment, even with evidence provided	Cannot be resolved as an acknowledged undershipment	Logistics Supervisor
Discrepancy found but unclear if it qualifies (possible receiving error)	Receiving Lead reviews count against packing list and invoice before notifying Logistics	Receiving Lead
Receiving Lead cannot determine the cause	Escalate for review before the case is opened	Logistics Analyst

Home › Free Stock

Free Stock

JEM-WH-004 — sub-case of Overshipment — ATL / AZ / UK

Unbilled surplus — no Procurement decision needed

Free Stock is the Overshipment sub-case where the supplier bills only the original PO quantity — the surplus is received directly into stock at no cost. See the Overshipment page for the full decision tree between the two sub-cases.

Supplier shipment arrives — received quantity > PO (e.g. ordered 10, received 15)

1

ReceivingConfirm the received quantity

Receive the ordered quantity normally in NetSuite; set aside and identify the surplus (5 units); notify Logistics.

2

LogisticsCreate new PO line — check the invoice

Supplier billed at the original PO quantity (10, not 15) → surplus is unbilled.

Overship Type = Free Stock

No Procurement decision needed — this is what distinguishes Free Stock from a billed Overshipment.

3

ReceivingAdd inbound line, receive surplus

Receiving receives the surplus directly into general stock.

Surplus in stock — case closed

Exception Handling

Situation	Required Action	Escalate To
Receiving isn't sure whether the surplus qualifies as genuine Free Stock (vs. a counting error)	Receiving Lead reviews count against packing list and invoice before notifying Logistics	Receiving Lead
Receiving Lead cannot determine the cause of the discrepancy	Escalate for review before the case is classified	Logistics Analyst

Home › Reverse Logistics

Reverse Logistics

Select a scenario to view the step-by-step flowchart. Color codes: Reverse Logistics Warehouse CS Finance

Systems:NetSuite (VRA, IF, Tasks)

Finance:Post-resolution only — applies CM or confirms no impact

Full Process Overview

Warehouse Inspection

VRA Creation (NS)

Supplier Contact

IF Status Guide

Credit / Replacement

Denied Return

Finance Closure

Escalation

Email Templates

Full Process

WH Inspection

VRA Creation

Supplier Contact

IF Status Guide

Credit / Replacement

Denied Return

Finance

Escalation

Templates

End-to-end overview — Customer Return triggering a Vendor Return

This is the master flow. Use the other tabs for detailed steps on each phase.

Pre-condition — CS phase (already completed before item ships)

Customer contacted CS | CS verified eligibility | CS created RMA in NetSuite | Return label issued to customer | Customer shipped item back

Item arrives at Warehouse — RMA already on file

2

WarehouseReceive & Inspect Item

Verify model, serial, accessories, condition, original box | Upload photos in Communication field | Confirm RMA reason matches actual condition | See WH Inspection tab for all 4 scenarios

Decision

Inspection result?

Scenario A/B/C

No vendor return needed

A: Back to Stock | B: Dispose | C: Denied — notify CS

Scenario D — Defective/Damaged

WarehouseCreate Task → Reverse Logistics

Task must include: Item #, Serial #, RMA #, condition details, accessories status, photos attached

3

Reverse LogisticsReview Task — Check PO & Vendor Bill

Review warehouse task | Confirm PO is received in NS (do not create VRA if PO not received) | Locate most recent Vendor Bill for the item

4

Reverse LogisticsCreate VRA + IF in NetSuite

Create VRA from Vendor Bill | Add notes: reason, link to customer RMA | Field "ORIGINATED FROM RMA#" = %RMA[number] | Create IF with status = Requested RMA | See VRA Creation tab for detailed NS steps

5

Reverse LogisticsContact Supplier — Request RMA

Send email with VRA#, items, PO#, reason, + supplier RMA form if required | See Supplier Contact tab for template

Decision

Supplier response?

Denied

IF = Denied

Attach denial | See Denied Return tab

Approved — RMA issued

IF = Ready to Ship

Send task back to Warehouse with RMA# and shipping instructions

WarehousePack & Ship Item

Repack + include all accessories | Follow vendor instructions | Upload tracking # | IF = Shipped | Reassign task to Reverse Logistics

6

Reverse LogisticsMonitor — IF = Waiting CM

Update IF = Waiting CM after shipment | Monitor supplier decision | Follow up if no response | See Credit / Replacement and Denied Return tabs for resolution paths

7

FinancePost-Resolution Closure

For Credit Memo: validate CM matches VRA, apply in NS AP module | For Denied: confirm no financial impact, close transaction in NS | See Finance tab

Process complete — all records updated, task closed

Document everything before deciding

Upload photos in the Communication field in NS before selecting the scenario. The stated RMA reason must match the item's actual condition upon inspection.

RMA item delivered to warehouse — inspection begins

1

WarehouseInspect & Document

Verify model & serial number
Check all accessories present
Check original box condition
Describe condition clearly in NS Communication field
Upload photos in NS Communication field
Verify RMA reason matches actual item condition

Decision

What is the inspection result?

Scenario A — Item OK / Resellable

Item is in acceptable condition and can be sold again.

Action: Return to active inventory | Update NS
Status: Back to Stock
Docs: Inspection Report, Photos, Inventory Adjustment

Scenario B — Item Dirty / Moldy / Non-usable

Item cannot be sold or returned to vendor due to condition.

Action: Dispose per procedure
Status: Disposed Of
Docs: Disposition Form, Photos, Waste Report

Scenario C — Not Matching RMA / Customer Fault

Item condition does not match the RMA reason stated, or damage is customer-caused.

Action: Fill Denial Form, notify CS
Status: Denied
Docs: Denial Form, Photos, Inspection Notes

Scenario D — Defective / Damaged (Vendor Issue)

Item is defective or damaged and qualifies for vendor return.

Action: Create Task in NS → send to Reverse Logistics
Task must include: Item #, Serial #, RMA #, Condition details, Accessories status, Photos attached
Docs: Warehouse Task, Inspection Report, Photos

Do not create a VRA if the PO is not received in NetSuite

Always confirm the PO is received before creating the VRA. The VRA must be generated from the Vendor Bill — not the PO directly.

Reverse Logistics receives task from Warehouse (Scenario D)

1

Reverse LogisticsReview Warehouse Task

Review all task details: item, serial #, RMA #, condition, photos | Contact CS if RMA details are incomplete or reason doesn't make sense

2

Reverse LogisticsCheck Inventory & PO in NetSuite

Confirm PO is received in NS (related to the Vendor's Bill) | If PO not received → do not proceed with VRA, contact Supervisor

3

Reverse LogisticsLocate the Vendor Bill

Open the Inventory Item record in NS | Find the most recent Vendor Bill related to that item | This is the bill the VRA will be created from

4

Reverse LogisticsCreate the VRA from the Vendor Bill

Generate VRA from the Vendor Bill (not from PO)
Add internal notes: reason for return, link to customer RMA
Field "ORIGINATED FROM RMA#": enter %RMA1234 (replace with actual RMA number)
Attach any relevant files or supplier forms to the VRA

5

Reverse LogisticsCreate Item Fulfillment (IF)

Create IF from the VRA | Set IF status = Requested RMA | Attach any relevant supplier forms to IF

6

Reverse LogisticsContact Supplier

Send email requesting RMA approval | Include: VRA#, item + qty, PO#, reason, RMA form if required | See Supplier Contact tab for email template

Awaiting supplier RMA approval — IF status = Requested RMA

VRA and IF created — ready to contact supplier

1

Reverse LogisticsPrepare the Information

VRA # (Vendor Return Authorization number)
Item(s) with quantity
Purchase Order number
Reason for return (defective, wrong item, etc.)
Completed supplier return request form (if applicable)

2

Reverse LogisticsSend Email to Supplier

Use the email template in the Templates tab | Attach: supplier RMA form + supporting photos/docs | Keep tone professional and clear

Decision

Supplier responds within a few days?

No response

3a

Follow Up

Send polite reminder | Example: "Following up on Vendor Return Authorization #[X] for item [SKU]. Could you please advise on the approval status?" | Log follow-up in task notes

Approved

3b

Update IF = Ready to Ship

Record RMA # and shipping instructions from supplier | Update IF status = Ready to Ship | Send task back to Warehouse

4

WarehousePack & Ship

5

Reverse LogisticsUpdate IF = Shipped

Update IF status = Shipped | Confirm tracking with supplier | Set IF status = Waiting CM | Begin credit follow-up (see Credit / Replacement tab)

Item shipped — monitoring for supplier decision

The IF (Item Fulfillment) tracks the entire lifecycle of the return

Keep statuses updated in real time. The IF must not be left open without communication back to Warehouse or CS. Always attach final documents when closing.

#	Status	Meaning	Who Updates
1	Requested RMA	VRA and IF created. Waiting for supplier's approval to return.	Reverse Logistics
2	Ready to Ship	Supplier accepted the return. Warehouse waiting to pack and ship.	Reverse Logistics
3	Shipped	Item shipped back to supplier. Tracking number uploaded.	Warehouse
4	Waiting CM	Shipment delivered to supplier. Waiting for Credit Memo or resolution.	Reverse Logistics
5	CM Received	Supplier issued a Credit Memo. Attach CM to record.	Reverse Logistics
6	Replacement Received	Supplier sent a replacement item. Warehouse to receive and bin.	Reverse Logistics
7	Back to Stock	Item returned to our inventory instead of being shipped to vendor.	Warehouse
8	Disposed Of	Item disposed or destroyed per procedure.	Warehouse
9	Denied	Supplier refused the return. Attach denial documentation. Decide disposition.	Reverse Logistics

Never close the IF while it is still open

The IF is only closed after Finance confirms the outcome. Always attach final documents (Credit Memo, email confirmation, etc.) before the task is closed.

Item shipped to supplier — IF = Waiting CM

1

Reverse LogisticsMonitor Supplier Decision

Monitor delivery via tracking | Track credit issuance | Follow up if no response after a few days

Decision

Supplier final decision?

Credit Memo Issued

2a

Reverse LogisticsUpdate IF = CM Received

Update IF status = CM Received | Attach Credit Memo to record | Attach all final documents | Close the task | Notify Finance

FinanceApply Credit Memo in NS

Validate CM matches VRA amount | Apply CM in NS (AP module) | Ensure reporting accuracy | Docs: CM record, AP reconciliation

Replacement Shipped

2b

Reverse LogisticsUpdate IF = Replacement Received

Update IF = Replacement Received | Attach supplier invoice / shipping docs | Notify Warehouse to receive

WarehouseReceive & Bin Replacement

Inspect on receipt | Bin to active stock | Confirm in NS | Close task

Resolution complete — all documents attached, task closed, Finance notified

Supplier denies the return request

1

Reverse LogisticsUpdate IF = Denied

Update IF status = Denied | Attach supplier denial email / document | Docs: Supplier RMA Form, Supplier response, Email thread

Decision

Item disposition?

Unopened / Sellable

WarehouseRestock

Return to active inventory | Update NS | IF status = Back to Stock

Damaged Beyond Recovery

WarehouseScrap / Dispose

Dispose per procedure | IF status = Disposed Of | Document disposal

2

FinanceConfirm No Financial Impact

Confirm no financial impact from the denial | Close transaction in NS | Docs: CM record, AP reconciliation, Replacement invoice, Accounting notes

3

Attach All Documents & Close Task

Attach: supplier denial, disposition record, any NS adjustments | Close task in NS | Ensure task is not left open

Denial handled — item disposed or restocked, Finance confirmed, task closed

Finance acts post-resolution only

Finance does not approve or participate in the reverse logistics process. They only act after the supplier has confirmed the outcome — to apply credit memos or confirm no financial impact on denials.

Supplier has finalized — outcome confirmed by Reverse Logistics

Decision

Outcome type?

Credit Memo Received

1a

FinanceValidate & Apply CM

Validate CM matches the VRA amount | Apply CM in NS (AP module) | Ensure reporting accuracy | Docs: CM record, AP reconciliation, Replacement invoice, Accounting notes

Denied

1b

FinanceConfirm No Financial Impact

Confirm no financial impact | Close transaction in NS | Docs: CM record, AP reconciliation, Accounting notes

Finance closure complete — all records reconciled in NS

Always escalate to Supervisor first

All escalations go to the Reverse Logistics Supervisor. The Supervisor decides if and when to escalate to Manager. Do not contact the Manager directly.

Issue cannot be resolved at team level

1

Prepare Escalation Package

VRA # and current IF status
Supplier name and contact
Dollar amount at stake
Timeline of events and follow-ups
All supplier communications (emails, RMA forms)
Shipping proof (tracking, delivery confirmation)

2

Escalate to Reverse Logistics Supervisor

Share full escalation package | Slack or email | Keep VRA/IF open until Supervisor resolves | Log escalation date and reason in task notes

3

Supervisor Action

Supervisor contacts supplier or vendor management | Decides to dispute, write-off, or accept denial | Escalates to Manager if needed — not team's responsibility

Awaiting Supervisor resolution — VRA/IF stays open

Supplier RMA Request

RMA Request Email to Supplier Show template

Subject: Request for RMA – PO[NUMBER] Hello [Supplier Name], Hope this email finds you well! We would like to return the following defective item: (1) [ITEM SKU] received under Invoice [INVOICE NUMBER], related to PO[NUMBER]. This item has been reported as defective, and we kindly request an RMA# to proceed with the return. For your convenience, please find attached the completed return request form. We appreciate your support in processing this return and issuing the corresponding Credit Memo. Should you need any additional information, please don't hesitate to contact us. Thank you for your attention to this matter! Kind regards, [Your Name] JEM Systems — Logistics Team

Follow-Up Email

Follow-Up on Pending RMA / Credit Show template

Subject: Follow-Up — VRA [NUMBER] | PO [NUMBER] Hello [Supplier Name], Hope you are doing well. Following up on Vendor Return Authorization #[VRA NUMBER] for item [ITEM SKU]. Could you please advise on the approval status? VRA #: [NUMBER] PO #: [NUMBER] Item: [DESCRIPTION] Qty: [QTY] We look forward to your response. Thank you, [Your Name] JEM Systems — Logistics Team

CS Communication

Request Correction from CS (Incomplete RMA) Show template

Hi [CS Name], The RMA #[NUMBER] is missing the return reason. Could you please review and update so we can proceed with the VRA? Thank you, [Your Name] Reverse Logistics

Home › International

International Logistics

Process flows, documentation, compliance, incoterms, broker rules and country-specific requirements for all cross-border shipments.

Owner:Logistics

Systems:NetSuite · Pacejet · FedEx / DHL

⚠

Golden Rule: Every international shipment is different. Always validate before acting. When in doubt — ask Logistics first. Acting without alignment can result in costs, customs holds, and compliance issues.

▶

Overview

🚚

Standard Outbound

🚗

Customer Pickup

📦

Import / Inbound

☢

Dangerous Goods

📋

Broker & Incoterms

📄

Documentation

🌎

Compliance

📅

Scheduling Pickup and Process

📝

Workflows

International Process — Master Flow

Every international transaction follows a risk classification step. Standard transactions proceed directly to warehouse. Exception transactions require Logistics review and approval before proceeding.

Order / PO / Inbound Created in NetSuite

1

International Flag Identified

System or team identifies the transaction as international in NetSuite

2

Required Fields / Documents Checked

HS Code · Incoterm · Declared value · Destination details · Product description · Weight & dimensions

Decision

Risk Classification

Path A — Standard

Standard Transaction

Known destination · Normal product · Complete documentation · No DG · No restrictions

No Manual Logistics Review Required

Proceeds automatically through Pacejet

Proceed to Warehouse / Shipping / Receiving

Path B — Exception

Exception Trigger Identified

DG · Restricted country · New destination · High value · Broker required · Missing docs · Compliance question

Logistics Review Required

Logistics reviews: risk, cost, carrier, documents, and compliance

Decision

Hold / Review / Approval

Approved to Proceed

When must Logistics be involved?

New destination · DG or batteries · Broker involvement · Missing documentation · High-value product · Regulated products (telecom, medical, RF) · Military/APO/FPO address · Temporary export · Compliance doubt · Oversized items · Customer's broker on the thread

Standard Outbound — International Shipment

Standard outbound flow for international shipments that have passed the risk classification check and do not require a Logistics exception review.

Sales Order Created / Approved to Ship

1

Operational Validation Checklist

HS Code confirmed · Incoterm set · Declared value correct · Destination validated · Documents ready · Carrier selected · No DG without prior approval

Decision

All Mandatory Fields Pass?

NO

Exception Flow

Route to Logistics for review. Do not proceed until resolved.

YES

2

WarehousePick / Pack

Pick and pack per order · Verify quantity and serial numbers · Packaging appropriate for international transit

3

Weight & Dimensions Confirmed

Actual vs. quoted weight · Dimensional weight check · Oversized flag if applicable

4

Shipping Platform — Labels & Documents

Generate in Pacejet · Commercial Invoice · Packing List · AWB / Carrier label · Any country-specific docs

5

WarehouseShipment Submitted to Carrier

Hand off to carrier · Record AWB/tracking number in NetSuite

6

Tracking Confirmed to Customer

Send tracking info · Note any estimated customs clearance time · Flag DG or special requirements to customer if applicable

Decision

IF Shipped?

Documents Archived

Archive Commercial Invoice, Packing List, AWB, and any compliance docs in NetSuite

Customer Pickup Flow

When the customer arranges their own carrier for pickup at the warehouse. Requires pre-approval check before release.

Sales Order Created

1

CSCustomer Pickup = Yes

CS identifies order as customer-arranged pickup and collects pickup information

2

CS Collects Pickup Information

Carrier name · Pickup date/time · Contact person · Any special instructions · Account number

Decision

Customer / Route Pre-Approved?

YES — Pre-Approved

Pickup Release Standard

No additional Logistics review needed. Proceed to release.

NO — Not Pre-Approved

Logistics Review Required

Submit to Logistics for carrier/route validation before releasing to warehouse

3

Pickup Release Approved

Logistics or standard process approves the pickup release

4

WarehousePick / Pack

Prepare order for customer pickup · Verify against order · Ready for carrier collection

5

WarehouseCustomer Carrier Collects

Carrier arrives and collects the shipment · Obtain POD/BOL from carrier at pickup

6

POD / Tracking Recorded

Record tracking or BOL number in NetSuite · Update IF status

Documents Archived

Import / Inbound International Flow

Covers PO/inbound from international suppliers. Standard path goes through customs clearance. Exception path (import hold) requires Logistics review with broker.

PO / Intercompany TO / Inbound Notification

1

International Inbound = Yes

Confirm shipment is cross-border · Identify supplier documents required · DHL acts as carrier + customs broker for India and China imports

2

Supplier Documents Required

Commercial Invoice · Packing List · AWB · SDS (if DG) · Battery statement (if batteries) · Any destination-specific certs

Standard Import Path

Approval for Standard Export/Import Flow

Supplier Ships

Supplier ships · Carrier / Country validated

Display / Transfer Number

Record tracking number in NetSuite

Customs Clearance

Broker handles clearance · Duties and taxes paid · Release confirmed

Delivery in NetSuite / Waiting for Receiving

WarehouseFinal Delivery Confirmed

Shipment Details to NetSuite

Update receiving records · Administrative review · Close delivery

Import Exception Path

Import Diverted / Held

Customs hold · Missing documents · Broker issue · Duties dispute

Logistics Reviews with Broker

Review: environment, cost, carrier, broker, duties & taxes, documents

Decision

Supplier Documents OK?

Create Supplier Documents / Transfer Current Dates

Customer / Broker Release

Customs releases cargo · Approved for delivery

Received

NEVER ship DG without prior Logistics alignment

Dangerous goods require special documentation, packaging, and carrier approval. Skipping this process can result in shipment refusal, fines, and serious compliance violations.

Common DG Products

Lithium batteries · Fire extinguishers · Chemical products · Aerosols

What May Be Required

SDS/MSDS · DG training certification · Hazmat labels · UN-certified packaging · IATA/IMDG documentation · Carrier-specific approval

DG Item Flagged — Logistics Alerted

1

Identify DG Class

Validate SDS/MSDS · Confirm UN Number · Identify class and packing group

LQ — Limited Quantity

Create LQ Documentation

Verify LQ thresholds · LQ label required · Reduced documentation vs. full DG

CAO — Cargo Aircraft Only

CAO / Full DG Shipment

Full IATA DGR compliance · CAO label · DG checklist (Appendix A) · Carrier approval mandatory

Passenger Aircraft

Passenger Aircraft Eligible

Confirm quantity within limits · PAX label if required · Standard DG docs

2

Validate SDS and Battery Statement

Batteries: declare type · UN number · lithium content (grams) · IATA/IMDG compliance · Watt-hour limits for air

3

Create Documentation & Package

Complete DG declaration · Apply correct labels · UN-certified packaging · Secure and seal

Decision

Carrier Accepts DG?

Refused

Select Alternative Carrier

Find DG-approved carrier · Revalidate costs and lead time

Accepted

Proceed to Ship — Documents Archived

01Freight Forwarder vs. Customs Broker

Freight Forwarder — TRANSPORT

Organizes international transport · Books freight (air or ocean) · Coordinates carriers · Consolidates cargo when needed · Manages logistics from origin to destination

Enters when: Order is ready to ship and transport needs to be organized

Customs Broker — CLEARANCE

Responsible for customs clearance · Operates at the destination country · Calculates duties and taxes · Releases cargo at customs · Handles local import documentation

Required when: Shipment enters a country requiring formal customs clearance

Simple Rule

Forwarder = moves the cargo. Broker = clears the cargo at customs. Some carriers like FedEx act as both — e.g. Canada shipments via Express.

Never deal directly with the client's broker without Logistics

Risks: Incorrect documents · Sensitive data exposure · Conflicting information · Unexpected costs · Compliance failures · Customs delays · Undefined responsibilities · Loss of traceability

02Special Destinations — Canada

Rule	Requirement	Notes
Carrier	FedEx ONLY	No other carriers allowed — mandatory
Service	EXPRESS only	Standard not permitted
Clearance	FedEx as broker (NRI)	Handles customs — no separate broker needed

NRI — Non-Resident Importer

Company acts as importer in Canada without physical presence. Assumes full responsibility for import and compliance. Used in all standard Canada shipments.

03Incoterms Quick Reference

Define before confirming: Freight terms must be aligned before order confirmation or shipment. Changes after departure can generate extra costs, delays, and customs issues.

Incoterm	Full Name	Who pays freight	Who handles customs	Risk transfers at
EXW	Ex Works	Buyer	Buyer (export + import)	Seller's premises
FCA	Free Carrier	Buyer	Seller (export) / Buyer (import)	Named place
DAP	Delivered at Place	Seller	Buyer (import + duties)	Named destination
DDP	Delivered Duty Paid	Seller	Seller (all)	Named destination

EXW — High Risk

Buyer assumes almost all responsibility from origin. Validate: who handles export customs, documents, pickup, local broker requirement, and carrier viability. Consider FCA instead when possible.

DDP vs DAP

DDP: We pay everything including duties. Logistics manages any issues.
DAP: Receiver pays duties and handles local clearance. If client's broker involved, they handle clearance.

04Carrier Selection

When the client specifies a carrier, we use it. Otherwise we ship with the most cost-effective option available. For imports from India and China, DHL acts as both carrier and customs broker.

Not all carriers accept all products or destinations. Always verify carrier acceptance for DG, oversized items, and complex destinations before booking.

01Common International Documents

Document	Purpose	Notes
Commercial Invoice	Declares value, parties, and goods	Must match actual shipped value — no undervaluing
Packing List	Details contents, quantities, weights	Generated in Pacejet
AWB / Air Waybill	Carrier transport document and tracking	Issued by carrier or forwarder. Main tracking reference.
Certificate of Origin (CO)	Proves country of manufacture	Stamped/signed version: coordinate with Logistics. Unstamped: CS can retrieve from Pacejet.
SDS / MSDS	Safety data for DG / hazardous products	SDS is current standard (GHS). Required for all DG.
Battery Statement	Declares battery type, UN classification, lithium content	Required for any shipment containing lithium batteries
Export Declaration (EEI)	Required for exports >$2,500 per Schedule B	Filed before shipment
Import License	Required by some countries for specific products	Validate per destination and product type
HS Code	Classifies product for customs purposes	Maintained in NetSuite → flows to Pacejet. Verify accuracy before shipping.

02What Can and Cannot Be Shared

Can share (when approved)

Commercial Invoice
Packing List
SDS / MSDS
Tracking information
Air Waybill (AWB)
Certificate of Origin
Cargo photos

Always validate for confidential content before sending.

NEVER share without internal approval

Internal costs or margins
Bank details
Internal contracts
Internal tax documents
Login credentials
Strategic information
W9 / EIN / Tax ID
Personal data without authorization

03Special Documents — BSC (Madagascar) & Customs Portals

BSC — Madagascar (Bordereau de Suivi de Cargaison)

Mandatory for all shipments >EUR 1,100 FOB since March 23, 2007 · Portal: BSC-GASYNET (bscmg.sgs.com) · Both shipper and consignee must register · Exporter (us) creates BSC or authorizes forwarder · Must be submitted at least 3 days before customs declaration · NOT required for: express freight for documents/samples, shipments below EUR 1,100, diplomatic missions

Some countries require prior registration on local customs platforms before shipment. Without registration, cargo may be blocked at customs. Always validate with Logistics whether portal registration is needed before booking a new destination.

04JEM UK → US Process

JEM UK does NOT use Transfer Orders

A PO is created from TFAS to JEM UK. Products are shipped to AZ or ATL — never directly to US customers. Direct shipment from UK to US end customers is NOT allowed.

TFAS Creates PO to JEM UK

JEM UK Prepares Shipment

Products prepared for export to US operation (AZ or ATL)

WarehouseReceived at US Warehouse (AZ or ATL)

Customer Fulfillment from US

End customer orders fulfilled from US operation only

Before requesting product movement from UK: validate local availability, lead time, logistics cost, urgency, and commercial viability with procurement first.

Global Compliance Rule — Always Read First

Requirements do NOT depend only on the destination country. They also depend on: Product type (HS Code) · Regulated category · Cargo value · End use. Always validate per product, not just per destination.

Country / Region	Risk	Key Requirements
China	HIGH	Product certifications · Technical tests · Import license for specific items · Highly detailed invoices · High hold risk without correct docs
Japan	HIGH	Strict compliance · Safety certifications · Technical product documentation · Frequent customs inspections
India	HIGH	Document-intensive customs · Import licenses · Technical certifications · Importer registration · High risk of delays
Brazil	HIGH	Highly bureaucratic · LI (Import License) may be required · Correct NCM code · Detailed fiscal documentation · High retention risk
Russia	SANCTIONS	Commercial sanctions may apply · Must review with Logistics AND Compliance before any shipment
Hong Kong	MED-HIGH	Detailed invoices · Precise product description · Re-export to China requires extra care
South Korea	MED-HIGH	Strong controls for electronics & tech · Safety certifications · Pre-approval for regulated products
European Union	MED-HIGH	CE marking for many products · REACH/RoHS compliance · Customs declarations · Correct HS code
Mexico	MED-HIGH	Fiscal requirements · Local customs broker often needed · Tax documentation frequently required
Turkey	MED-HIGH	Detailed customs documentation for certain items · Verify requirements before booking
Middle East	VARIABLE	Requirements vary by country and product · CO may be required · Consularized invoices in some cases
United Kingdom	MEDIUM	Post-Brexit increased doc requirements · Customs declarations required · Correct HS Code classification critical
Madagascar	SPECIFIC	BSC mandatory >EUR 1,100 FOB · Both shipper & consignee must register on BSC-GASYNET · Limited carriers
United States	LOW-MED	Generally more flexible · FCC required for electronics · FDA for specific categories

Never ship without prior Logistics alignment when ANY of these apply

DG or batteries · Complex or restricted destinations · Military / APO / FPO · High-value products · Regulated products (telecom, medical, RF) · New international customer · Temporary export · Incomplete documentation · Compliance doubts · Oversized or overlength items · Destination never used before

Scheduling Pickup and Process

Workflow for requesting international inbound freight quotes, approving costs, scheduling pickups, and tracking shipments.

Purpose

This workflow defines the standard process for requesting international inbound freight quotes, approving shipment costs, scheduling pickups, and tracking inbound shipments until delivery.

The goal is to make sure all required shipment details are collected before contacting the carrier, avoid delays in the quotation and scheduling process, and ensure the shipment is moved with the correct service, documentation, billing instructions, and internal approval.

When to use

Use for international inbound shipments collected from a supplier, vendor, warehouse, partner, or intercompany location and shipped to one of our facilities.

Use this workflow for

Vendor shipping goods to JEM US

JEM UK shipping goods to JEM US

Supplier replacement items

Intercompany inbound shipments

International purchasing inbound shipments

Pallet, parcel, oversized, or air freight shipments

DHL quote and scheduling required

Freight review required before pickup

Required information before requesting a quote

Origin / Pickup

Shipper / company name
Full pickup address
Contact name, phone, email
Pickup availability / business hours
Loading restrictions
Forklift available: Yes / No
Loading dock available: Yes / No

Destination / Delivery

Consignee / company name
Full delivery address
Contact name, phone, email
Delivery hours
Delivery restrictions
Forklift available: Yes / No
Loading dock available: Yes / No

Shipment Details

Packages / pallets count
Package type
Dimensions per package
Weight per package and total gross weight
Stackable or non-stackable
Fragile / oversized / heavy item
Requested pickup date
Required delivery date, if applicable

Product / Customs

Item description, quantity, value, currency
Country of origin
HS code
Reason for export
Incoterm
Duties and taxes responsibility
Importer of Record
Broker information, if applicable

Required Documents

Commercial Invoice
Packing List
PO / SO / RMA / VRA reference
SDS, if applicable
DG documentation, if applicable
Certificates, if applicable
Import permits or special documents, if applicable

Workflow steps

International inbound freight quote / pickup request starts

1

Validate Shipment Details

Confirm all required information is complete. Do not request a quote if origin, destination, dimensions, weight, item description, commercial value, incoterm, or customs documentation are missing.

2

Request Freight Quote

Send the quote request to DHL or the selected carrier using the standard quote request template. Attach Commercial Invoice, Packing List, product list, photos, SDS, and PO / SO / RMA / VRA / project reference when available.

3

Review Carrier Quote

Review freight cost, origin charges, destination charges, fuel surcharge, customs clearance fees, duties and taxes estimate, transit time, service type, quote validity, and restrictions. If unclear, ask the carrier to confirm before approval.

Decision

Internal approval received?

No

Hold scheduling

Confirm cost approval, department / subsidiary, internal reference, service type, and duties and taxes billing before scheduling.

Yes

4

Confirm Scheduling with Carrier

Reply with approved quote reference, pickup date, pickup contact and address, package details, billing instructions, required documents, and special pickup / delivery instructions.

5

Share Pickup Instructions with Shipper

Send pickup confirmation, carrier name, documents to print and attach, invoice copies, packaging expectations, label / AWB instructions, and issue contact.

6

Track Shipment

Add tracking / AWB to the internal control file, update NetSuite if applicable, monitor pickup completion, customs clearance, exceptions, holds, and delivery.

7

Close the Process

Confirm receipt with warehouse, save POD, invoice, and customs documents, update tracker, record actual cost, compare quote vs invoice if applicable, and close the task / case / shipment request.

Shipment Status Options

Pending shipment detailsQuote requestedWaiting carrier quoteWaiting internal approvalApproved for schedulingPickup scheduledPicked upIn transitCustoms clearanceDeliveredClosedOn holdCancelled

Internal Control Fields

Shipment request date and requester
Vendor / shipper
Origin and destination country
Carrier, quote reference, service type
Pickup date, estimated and actual delivery date
Tracking / AWB
Freight cost, duties and taxes, total landed cost
PO / SO / RMA / VRA reference
Status, follow-up owner, notes / issues

Templates

DHL Quote Request Template

Hi DHL Team, I hope you are doing well. Could you please provide a freight quote for the international inbound shipment below? Shipment details: Origin / Pickup Address: [Company Name] [Full Address] [City, Postal Code, Country] Pickup Contact: Name: [Contact Name] Phone: [Phone Number] Email: [Email Address] Pickup hours: [Business Hours] Destination / Delivery Address: [Company Name] [Full Address] [City, State, Postal Code, Country] Delivery Contact: Name: [Contact Name] Phone: [Phone Number] Email: [Email Address] Delivery hours: [Business Hours] Shipment Details: Number of packages / pallets: [Qty] Package type: [Parcel / Pallet / Crate / Bundle] Dimensions: [L x W x H] Weight: [Weight per package and total weight] Stackable: [Yes / No] Oversized / special handling required: [Yes / No] Product / Customs Information: Item description: [Description] Quantity: [Qty] Commercial value: [Value and currency] Country of origin: [Country] HS code: [HS Code] Reason for export: [Sale / Return / Replacement / Intercompany Transfer / Warranty / Other] Incoterm: [EXW / FCA / DAP / DDP / Other] Duties and taxes billing: [Sender / Recipient / Third Party] Importer of Record: [Company Name] Requested pickup date: [Date] Required delivery date, if applicable: [Date] Please include in the quote: - Freight charges - Origin and destination charges - Estimated transit time - Customs clearance charges, if applicable - Duties and taxes estimate, if available - Any additional fees or special handling requirements - Quote validity - Required documentation for scheduling Attached documents: - Commercial Invoice - Packing List - Product list / PO / SO reference - SDS, if applicable - Any other supporting documentation Please let us know if any additional information is required. Kind regards, [Your Name]

Scheduling Approval Template

Hi DHL Team, Thank you for the quote. We approve the shipment based on the quote provided. Please proceed with scheduling the pickup using the details below: DHL quote reference: [Quote Reference] Requested pickup date: [Date] Pickup address: [Full Pickup Address] Pickup contact: [Name, Phone, Email] Destination address: [Full Delivery Address] Delivery contact: [Name, Phone, Email] Shipment details: Number of packages / pallets: [Qty] Dimensions: [L x W x H] Weight: [Weight] Service: [Service Type] Incoterm: [Incoterm] Duties and taxes billing: [Sender / Recipient / Third Party] Internal reference: [PO / SO / RMA / VRA / Project Reference] Please confirm once the pickup is scheduled and provide the AWB / tracking number and any shipping labels or documentation required for the shipper. Kind regards, [Your Name]

Shipper Pickup Instructions Template

Hi [Shipper Name], The pickup has been scheduled with DHL. Please find the shipment details below: Carrier: DHL Pickup date: [Date] Pickup address: [Address] DHL AWB / Tracking: [Tracking Number] Number of packages / pallets: [Qty] Total weight: [Weight] Destination: [Destination Company / Address] Please make sure: - The goods are properly packed and protected for international transportation. - All packages are ready before DHL arrives. - The shipping labels are attached to the correct packages. - The Commercial Invoice and Packing List are printed and attached to the shipment. - If DHL requires multiple invoice copies, please provide the required copies to the driver. - Please notify us immediately if DHL does not arrive or if there are any pickup issues. Kind regards, [Your Name]

EEI Filing Workflow

Required process for international shipments over USD 2,500 before finalizing shipment in Pacejet.

EEI Filing - Shipments Over $2,500

International / Logistics

Workflow for filing EEI for international shipments over USD 2,500, including FedEx manual filing, UPS automatic filing, and Pacejet ITN input.

When should EEI be filed?

EEI Required

International shipment over USD 2,500
FedEx shipment, except Canada
Shipment needs ITN before completing the Pacejet shipment

EEI Not Required / Different Handling

Canada shipments under the FedEx rule
Shipments USD 2,500 or below
UPS shipments: UPS files automatically, but a USD 15 fee is added to the invoice

Carrier handling

FedEx

Manual EEI filing is required through FedEx SED for international shipments over USD 2,500, excluding Canada.

Open FedEx SED Portal

UPS

UPS files EEI automatically for shipments over USD 2,500. Expect a USD 15 fee on the invoice. Manual FedEx SED filing is not required.

Other Carrier

Confirm EEI handling with the International/Logistics supervisor before shipping. Do not assume the carrier files automatically.

EEI Decision Flow

Check shipment value

Decision

Is the total shipment value over USD 2,500?

No

EEI not required

Yes

Continue to destination check

Decision

Is the destination Canada?

Yes + FedEx

EEI not required under this internal guide

No

Continue to carrier check

Decision

Which carrier is being used?

FedEx

Manual EEI filing required through FedEx SED

UPS

UPS files automatically; USD 15 fee expected

Other

Confirm with supervisor before shipping

File EEI

Complete shipper/exporter, importer, commodity, value, weight, country of origin, and license information.

Receive ITN

ITN will be emailed after filing. Example: X20240517874240.

Input ITN in Pacejet

Add the ITN in the Commodity/International section of the Pacejet shipping page.

FedEx EEI Filing Process

Step 1 - Access FedEx SED

Use this portal to manually file EEI for FedEx international shipments over USD 2,500, excluding Canada.

Open FedEx SED Portal

Step 2 - Account, email and EIN

Confirm the FedEx account number matches the shipment account.
Change the email field to the user's own email.
Enter the correct EIN based on subsidiary.

Step 3 - Exporter and importer

Exporter = us / shipping subsidiary
Importer = customer
Ultimate Consignee Type = Unknown if not sure
State of Origin = origin state
Destination Country = final destination
Intended Ship Date = actual shipping date
Remaining options = No unless exception applies

Subsidiary	EIN
JEM	83-4486617
TFAS	85-1355292
FSG	85-3161969

Commodity Information

Click Get Code
Use general code: 8531100025
Select the code result so commodity information autofills
Complete quantity, total weight, total value rounded in whole numbers, and country of manufacture / origin

Important: Do not combine products from different countries of manufacture in the same commodity page. Add another product and repeat the process for each country of origin.

License and Export Information

License exception: Yes
License exception symbol: NLR - No License Required
ECCN: EAR99
Export information code: OS - General exports all others

Stop: If the item is controlled, hazardous, or does not fit the general JEM product profile, confirm with the International/Logistics supervisor before filing.

After Filing: ITN and Pacejet

After the EEI is submitted, the filer will receive an ITN by email. The ITN must be entered into Pacejet before completing the international shipment.

ITN example: X20240517874240

In Pacejet, go to the Commodity/International section and input the ITN number in the ITN field.

UPS EEI Handling

UPS files automatically

For UPS shipments over USD 2,500, UPS files the EEI automatically. The team does not need to manually file through FedEx SED. However, a USD 15 fee will be added to the shipping charges on the invoice.

Reminder: Even when UPS files automatically, verify shipment value, commercial invoice, country of origin, HS code, and exporter/importer information before shipping.

Final Pre-Shipment Checklist

Shipment value checkedDestination country checkedCarrier confirmedEEI requirement confirmedCorrect subsidiary EIN usedExporter and importer information completedUltimate consignee type selectedState of origin completedDestination country completedIntended ship date matches actual shipping dateCommodity code selectedQuantity, weight and value completedCountry of manufacture selectedAdditional product page created if multiple countries of originLicense information completedEEI submittedITN receivedITN entered in PacejetShipment documentation reviewed before tendering to carrier

Common Mistakes

Filing EEI with the wrong subsidiary EIN
Forgetting to change the email before submitting
Using the wrong ship date
Combining products from multiple countries of origin in one commodity page
Forgetting to input the ITN in Pacejet
Filing FedEx EEI for Canada when not required under this guide
Assuming UPS needs manual filing
Shipping before the ITN is received and added to Pacejet

Ownership

This workflow should be completed by the person preparing or reviewing the international shipment. If there is any doubt about the EEI requirement, destination, commodity classification, country of origin, license exception, or carrier process, the shipment must be escalated to the International/Logistics supervisor before being shipped.

Important: This workflow is based on the current internal EEI Filing Guide. If carrier rules, customs requirements, subsidiary information, or export controls change, this workflow must be reviewed and updated before use.

Home › Intercompany

Intercompany

Select the intercompany process you need.

Transfer Order

Intercompany / Warehouse

NetSuite Transfer Order process for inventory movement between warehouse locations.

Open processTO

UK Intercompany

UK / US

UK to US and US to UK intercompany process, including PO/SO flow and shipment handling.

Open processUK

Home › Intercompany › Transfer Order

Transfer Order

Transfer Order Process (NetSuite) — end-to-end inventory movement between warehouses

Moving inventory between warehouse locations

Transfer Orders (TOs) are typically created weekly, except during the last two weeks of the month, when two waves are usually created during the first two weeks instead.

1 · Planning — Transfer Order (TO) created

2

System — Wave created

3

Warehouse / ShipperPicking → Packing → Pickup Request

Warehouse performs Picking and Packing, then sends a Pickup Request to Logistics with shipment details (number of pallets, TO number, weight/volume as applicable).

4

LogisticsSchedule pickup & BOL

Schedule the carrier pickup and provide the Bill of Lading (BOL). After the shipment is collected, mark the Item Fulfillment (IF) as shipped in NetSuite, and enter tracking information and freight cost.

5

Warehouse / RecipientCarrier delivers — warehouse receives the TO

Decision

6

Were any under, over, or wrong items identified?

No

Receive the TO in NetSuite — process complete

Yes

Send discrepancy email

To Logistics and the warehouse managers, with discrepancy details.

Count inventory / cycle count

Reply to the email with the current stock count.

Decision

7

Extra units or missing units?

Extra units found in stock

Receive the missing quantity into inventory.

Units missing from stock

LogisticsDetermines whether to create a new shipment for the missing items.

If approved, create a separate shipment for the missing items. If identified during the first weeks of the month, adjust inventory between both warehouse locations when appropriate.

Receive the TO and complete the Smart Count adjustment as needed

Notes

Smart Count is used whenever inventory adjustments are required. Inventory adjustments should only be performed after the discrepancy has been validated. Logistics is responsible for coordinating shipment corrections and maintaining tracking information.

Home › Intercompany › UK Intercompany

UK Intercompany

UK to US and US to UK intercompany process, separated from Transfer Order.

Sales

Supply

Logistics

System / auto

CS + Warehouse

UK → US

Sales

Sales order with backorder item

Stock available in UK

↓

Supply

Supply team creates PO and SO

close x Supply team creates the Purchase Order (PO) and Sales Order (SO) for the intercompany shipment.

↓

Logistics

Ticket opened to Logistics

To proceed with the shipment

close x A ticket is opened to the Logistics team to begin the shipment preparation process.

↓

Logistics

Analyze DG items

If DG: check if it can be shipped + information needed to release in customs

close x Logistics checks whether any item is classified as Dangerous Goods (DG). If so, they must verify:

— Whether the item can be shipped at all
— What information is required to release it through customs

↓

Logistics

Request weight + dimensions from Raychel

Via Slack

close x Logistics contacts Raychel via Slack to request the weight and dimensions needed to create the shipping label.

↓

Logistics

Label created and sent to Raychel

close x Logistics creates the shipping label and sends it to Raychel to finalize the shipment preparation.

→ For pick up

Warehouse

Follow warehouse process via intercompany SO

Wave, IF and invoice — same as standard flow

close x The intercompany sales order is used to follow the standard Warehouse process: wave creation, Item Fulfillment (IF), and invoice.

↓

Logistics

IF packed → send all info to customer

Weight + dimensions · Packing list · Commercial invoice · Pick up address · Pick up hours

close x Once the IF is packed, send the following to the customer:

— Weight and dimensions
— Packing list
— Commercial invoice
— Address for pick up
— Pick up hours

↓

Supply

After pickup · IF marked as shipped

Supply creates IF for original order on JEM SYSTEMS UK subsidiary

close x After the order is picked up and the IF is marked as shipped, Supply must create the IF for the original order on the JEM SYSTEMS UK subsidiary — this ensures both orders are updated with the correct transactions.

US → UK

Sales

Sales order with backorder item

Stock available in US

↓

Supply

Supply team creates PO

Drop PO (outside UK) or Special PO (UK address)

close x Supply creates either:

— Drop PO - used when shipping outside of UK
— Special PO - used when the destination is a UK address

↓

System

Intercompany SO generated automatically

System creates the SO — no manual step required

close x The system automatically generates the intercompany sales order. This is a key difference from the UK→US flow, where the SO must be created manually.

↓

CS + Warehouse

CS creates wave · Warehouse proceeds

Standard procedures for normal orders

close x CS creates the wave and the Warehouse team follows the standard procedures used for normal orders.

↓

Warehouse

IF created → marked as shipped

close x The Item Fulfillment (IF) is created and tracked until it is marked as shipped.

↓

Order shipped to UK

Differences between processes

UK → US vs US → UK

In US → UK, the intercompany sales order is automatically created by the system. In UK → US, it is created manually.
From the US, we can ship directly to the customer anywhere in the world.
For intercompany cases started in the UK, we must always ship to the Warehouse first — direct-to-customer is not available.

Relevant points

For US → UK, Logistics is not involved in shipping cost, duties, or taxes fees.
We have no visibility into which sales orders will be fulfilled from UK shipments — so there is no way to know if the sales team charged the customer for shipping.
Sales rules must be defined clearly: who pays duties and taxes, and who acts as the broker.

Home › Warehouse Process

Warehouse Process

JEM-WH-001 · 002 · 003 — Receiving & Put-Away, Picking, and Packing

Receiving & Put-Away

Picking

Packing

Shipping

Cut-Off Times

JEM-WH-001 — ATL / AZ

Inbound receiving, customer returns (RMA/VRA), put-away, and bin transfer — ensuring inventory accuracy, traceability, and compliance with shipping cut-off times.

A · Inbound Receiving (Suppliers)

Shipment arrives

ReceivingUnload & inspect

Watch unloading, check pallet wrap and B.O.L., report damage to the driver immediately, take photos, look for a packing list or PO number.

1–4

ReceivingLog in → select location → find inbound → select correct PO

Scan item barcode to see matching inbounds; select the one matching the PO number.

5–7

ReceivingConfirm item, inspect quality, count & enter quantity

Scan SKU, check condition, count carefully, enter quantity.

8–9

ReceivingPlace & confirm bin → release to stock

Scan the staging cart/pallet QR code; item becomes available for put-away and picking.

Decision

Does quantity, item, or tracking match the inbound?

Match

Received in system — ready for put-away

Doesn't match

Pending Confirmation

Physically separate the item, fill out the Inbound Solutions form, post to #inboundsolutions-logistics-warehouse-atlanta.

B · Customer Returns — RMA / VRA

Return shipment identified (RMA # on label, packing list, or Sales Order)

ReceivingFind & review the RMA record

Look up in NetSuite; check Return Reason, Memo/Notes, and item list. If no RMA is found, fill out the Returns List and post in #georgia-dc-returns / #arizona-dc-returns / #uk-scops.

ReceivingInspect the returned items & confirm the location

Check condition and completeness; verify the RMA's location matches the physical return site.

Decision

SKU-matched, not over-quantity, complete, undamaged, not flagged as defective?

Good

Confirmed on any staging cart — returns to stock normally

Damaged / used / incomplete / unsure

Confirm in G.RETURN bin — status QUARANTINE

Reason sent to Reverse Logistics on Slack. NetSuite task created ("Created VRA - PO####") assigned to Karla Corrales, with photos attached.

Decision

Final decision — Karla / Vanessa

Keep

Status → GOOD. Bin transfer from G.RETURN/Z100 to the shelf.

Return

VRA + Item Fulfillment. Wait for RMA/return label from Vanessa or Karla; dimensions, weight, and photos may be requested.

C · Put-Away & Bin Transfer

Inventory / Put-AwayPut-away

Path: WMS > Bin Transfer > Find Item > Scan Item > Select from IN Cart or Pallet Location. Inventory team moves items from staging to final shelf; forklift handles pallets.

Bin transfer

Scan item → scan cart/pallet → scan new location → confirm transfer. Only move items physically after the system transfer is complete — never the reverse.

TFAS & FSG stock

No handheld visibility — confirmation via computer only. Confirmed items stored on the TFAS STOCK shelf (above RETURNS). Notify Tom Philips in #atl-warehouse-solutions.

Exception Handling

Situation	Required Action	Escalate To
Quantity, item, or tracking doesn't match	Move to Pending Confirmation; physically separate; fill out Inbound Solutions List	Receiving Lead + Logistics (Slack)
Item with no identifiable PO / unsure which inbound	Stop the process before confirming	Receiving Lead or Logistics
Return with no RMA found	Fill out Returns List; wait for a response in the appropriate channel	#georgia-dc-returns / #arizona-dc-returns / #uk-scops
Item received with incorrect status	Use Change Inventory Status in the WMS	Receiving Lead
System, scanner, or item-reading issue	Report immediately, even if minor	Elora (IT)

JEM-WH-002 — ATL / AZ

Single order picking via WMS handheld — picking accuracy, correct cart usage by order priority, and a smooth handoff to packing.

Sales Order created (Sales / CS) → wave generated for in-stock items

PickingOpen pick list

Log in to handheld → select location → Single Order Picking → Released Orders → Sales Order.

PickingChoose the right cart

Black — standard ground orders. Green — priority/expedited/marketplace, packed first. Red — large or heavy orders.

1–3

PickingOpen order → start pick task → go to bin

Task locks to your account once opened. Scan the recommended bin's QR code (or "show all bins" for alternatives).

4–5

PickingScan item → confirm quantity

Scan UPC/SKU; take the exact quantity shown and place it on the cart.

Decision

Enough quantity in the bin to complete the pick task?

Yes

6–8

Repeat for remaining tasks → stage the order → next order

Scan the staging bin (cart QR) once all items are picked.

Insufficient

Shipper → CSNotify & edit pick task

Continue picking remaining tasks first; Shipper reports in #jem-warehouse-az / #jem-warehouse-atlanta and adjusts the pick task to the available quantity.

Warehouse ManagerPerforms a smart count to correct stock

Order staged — handed off to Packing

No barcode

Manually match item name/SKU to the handheld — read carefully, small differences matter. If it doesn't match, escalate to the Picking Lead.

Exception Handling

Situation	Required Action	Escalate To
Item has no scannable barcode	Manually confirm by matching item name/SKU to the item label	Picking Lead (if name doesn't match)
Item found in bin doesn't match the SKU on the order	Do not pick — verify the correct bin using "Show all bins"	Picking Lead
Pick task already assigned to another user	Do not override — choose a different task or order	Picking Lead
Uncertain which cart to use	Check shipping method and order size against section 6.2	Picking Lead
Insufficient item quantity in the bin	Notify Shipper → CS on Slack → edit pick task on the spot → continue picking	Picking → Shipper → CS → Warehouse Manager

JEM-WH-003 — ATL / AZ

Packing in WMS Ship Central — carton and pallet handling, sealing, weighing, labeling, and the handoff to shipping.

Order picked & staged on cart

PackingChoose a cart (priority — green first) → log in → open Ship Central

Go to Packing → Sales Order → select your cart from the tablet.

1–4

PackingOpen order → add carton → review item list → confirm items on cart

Match item names carefully — many differ by only a digit or letter.

5–7

PackingCheck quantity → pack items → repeat until all assigned

Tap Pack next to each item; a popup asks how many for quantities > 1.

8–9

PackingPack carton (weigh & enter weight) → print packing list

Once "closed" in WMS, do not seal physically yet — the packing list still needs to go inside.

10–11

PackingApply labels & seal → complete packing

One packing-list copy inside the carton, one attached outside. Repeat until the cart is empty.

Handed off to Shipping

Packaging Guidelines

Parcel

Smallest box that fits without bulging · kraft paper / bubble wrap filler · staples on medium-heavy boxes · brown paper tape (except FedEx boxes) · avoid boxes > 50 lbs, split instead.

Pallet

Base sheet → stack (heavier low, alternate layers, brick-pattern) → keep square, < 60" tall → corner protectors → top sheet → stretch wrap → DO NOT DOUBLE STACK label → forklift weighs it.

Exception Handling

Situation	Required Action	Escalate To
Wrong, missing, or extra item found while packing	Do not pack the discrepancy — notify to correct it	Packing Lead
Order list empty but items remain on cart	Check before proceeding	Packing Lead
Box would exceed 50 lbs	Split into two smaller boxes	Standard procedure
Item doesn't fit any box / odd shape	Reinforce with tape, wrap in clear wrap, ship as-is	Standard procedure
Uncertain whether an order should ship as a pallet	Check before building	Packing Lead
Zebra printer fails to print	Print manually with help	Shipper / Quality Control

JEM-WH-007 — Shipping

Standard shipping process for domestic and international customer orders, parcel and pallet shipments, across ATL, AZ, and FAST locations using Pacejet and NetSuite.

Before shipping

Systems

Pacejet: ship.pacejet.cc/JemSystems
NetSuite WMS / Item Fulfillment module.

Required materials

Packing list label with QR code, location / subsidiary code table, Bluetooth scanner, Zebra label printer.

Scope

Domestic and international shipments, parcel boxes, pallet / LTL shipments, customer accounts, blind shipping, labels, BOL, voids, and corrections.

Shipping workflow

Packed order arrives at shipping workbench

1-2

Log in to Pacejet and scan package

Open Transactions > Workbench, scan the packing list QR code, or type the Sales Order manually.

3-4

Identify order and correct Item Fulfillment

Confirm I.F. number, S.O. number, warehouse location, and item list before opening Rate & Ship.

5-8

Confirm shipment, account, blind shipping, and package data

Enter location code, validate Ship To, apply customer account when applicable, update blind shipping fields, and enter box dimensions / weight.

9-10

Assign items and set service options

Drag items into the correct boxes, split quantities when needed, select Saturday Delivery or LTL options, and add Lift Gate when applicable.

Decision

Is this an international shipment?

Yes

Complete commodity and duties section

Confirm country of origin, item cost, customs documentation, and Duties Payment Type. FedEx uses Sender or Recipient; UPS uses Sender when JEM pays.

No

Continue with domestic rating and carrier selection.

12-14

Save, rate, ship, print and apply labels

Save first, rate shipment, select the carrier method matching the packing list, click Ship, then apply Zebra labels to the correct boxes. For pallets, print BOL copies.

Shipment dispatched and placed on the assigned carrier pallet

Corrections and exception handling

Situation	Required Action	Escalate To
Ship To address differs from the order	Verify against packing list label and escalate in Slack before shipping.	Shipping Lead
Shipment needs correction	Void in Pacejet, confirm I.F. resets to Reserved in NetSuite, mark Packed, then re-ship.	Shipping Lead
Multiple I.F.s for one S.O.	Cross-check warehouse location and item list against packing list before selecting.	Shipping Lead
Duties payment type unclear	Confirm customer / carrier requirement before choosing Sender or Recipient.	Logistics Analyst
Label or BOL needs reprint	Use Reprint on the Shipment Confirmation page.	Shipper

Cut-Off Times by Location

Warehouse shipping deadlines by location and shipping type. Use this tab to align Sales, CS, Logistics, picking, packing, and carrier handoff timing.

Company-wide final cut-off times

Phoenix / AZ

2:30 PM MST
Final company cut-off. FedEx Ground and UPS Express waves generally need to be received by 3:00 PM for same-day shipping; UPS Ground by 2:00 PM.

Atlanta / GA

5:30 PM EST
Final company cut-off. Express and ground waves generally need to be ready before carrier pickup windows, with priority monitoring from 4:30 PM to 5:30 PM.

Brazil

6:30 PM BRT
Reference cut-off for Brazil operations and cross-team communication.

UK Warehouse

3:00 PM wave cut-off
Carrier pickup is at 4:00 PM. Waves received until 3:00 PM ship same day; after that, next business day.

Shipping cut-off matrix

Shipping Type	GA / Atlanta	AZ / Phoenix	Notes
FedEx Express	Pickup until 5:30-6:00 PM. Waves received by 5:00 PM ship same day.	Pickup until 3:30-4:00 PM. Waves received by 2:30 PM ship same day.	FedEx store closes at 8:00 PM.
UPS Express	Pickup until 6:00-6:30 PM. Waves received by 4:30 PM ship same day.	Pickup until 3:30-4:00 PM. Waves received by 3:00 PM ship same day.	If UPS misses pickup in GA, act by 6:15 PM.
UPS Ground	Pickup until 6:00-6:30 PM. Waves received by 5:00 PM ship same day.	Waves received by 2:00 PM may ship same day.	After the cut-off, hold for next business day unless an exception is approved.
FedEx Ground	Truck / trailer pickup until 6:30 PM. Waves received by 5:00 PM ship same day.	Pickup until 4:00 PM. Waves received by 3:00 PM ship same day.	GA truck must be loaded by 6:30 PM.
Large Orders	One full cart or more: waves received by 4:30 PM can ship same day.	One full cart or more: waves received by 2:30 PM can ship same day.	Not palletized.
Small Orders	Less than half a cart: waves received by 5:00-5:30 PM.	Less than half a cart: waves received by 3:00-3:30 PM.	Keep priority carts visible for packing.
Marketplace Orders	Waves received by 5:00 PM ship same day.	Waves received by 3:00 PM ship same day.	Monitor as priority orders.
Palletized Shipments	Scheduling until 2:30 PM. Waves must be received by 1:00 PM to ship same day.	Scheduling until 12:00 PM. Waves must be received by 1:00 PM to ship same day.	After scheduling cut-off, ship next business day.
Hot Shot / Expedited Palletized	Scheduling until 12:30 PM. Waves must be received by 12:00 PM to ship same day.	Scheduling until 11:00 AM. Waves must be received by 9:00 AM to ship same day.	Same-day or next-day expedited handling.

Operational rules

Order / wave enters warehouse queue

Decision

Can it meet the location cut-off?

Yes

Prioritize picking, packing, labeling, and carrier handoff for same-day shipment.

No

Review exception path

Check shipping method, customer urgency, marketplace / express status, West Coast destination, and available AZ inventory.

If AZ has stock and the destination fits the West Coast route, redirect for same-day AZ shipment. If not, process next business day from Atlanta.

Daily monitoring and backup plan

2:00 PM daily check

Confirm scheduled pallets, large and small order volume, and the team's picking capacity.

Wave timing

Waves are processed every 30 minutes and may take up to 10 minutes to fully complete. Cut-off planning must include this processing time.

Pickup failure

Contact carrier immediately when arrival deadline is missed. Request a new driver or alternate pickup.

Store drop-off option

UPS Store until 6:30 PM. FedEx Office until 8:00 PM. Packages must be ready and labeled by 6:00 PM.

Communication requirement

Customers using their own shipping accounts must be aware of carrier cut-off times. CS and Sales should align customer promises to this plan before committing same-day shipping.

Home › ETA Management

ETA Management

JEM-WH-006 · ETA Follow-up & Ticket Response — ATL / AZ / UK

Standard process for ETA updates and ticket responses

Logistics obtains, confirms, and updates the ETA of POs for Temujin, JCI, and TrueDigital System (TDS) in NetSuite, and responds consistently to Freshdesk tickets opened by CS and Sales asking for SKU/quantity, PO/item ETA, or Sales Order status. All other suppliers' ETA is owned by Planning.

Supplier ETA Updates

Freshdesk Ticket Response

Update Frequency by Supplier

Supplier	Frequency	Source
Temujin	Weekly (received Monday, imported Tuesday)	Excel spreadsheet by email
JCI	Weekly (every Monday)	NetSuite saved search + email for pending items
TrueDigital System (TDS)	Weekly (expected Friday, chased via WhatsApp)	Spreadsheet by email/WhatsApp

A · Temujin

Every Monday — Temujin sends a spreadsheet with all open POs and ETAs

2

LogisticsPrepare the spreadsheet

Rename column headers per the import mapping; include Line and Internal ID columns.

3

LogisticsImport — every Tuesday

Via CSV Import (Import Assistant) using the saved template/mapping.

Confirm ETA and ERD Status = "Confirmed" on the imported lines

B · JCI

Every Monday

1

LogisticsExport backorders

Run the saved search "Purchase Order Status - Back Order: Results" filtered to Johnson Controls (JCI) - Discount items.

2

LogisticsUpdate NetSuite

Manually update the ETA only on the returned backorder lines.

For ETAs not updated on the JCI portal, request by email weekly

C · TrueDigital System (TDS)

Expected Friday

1

LogisticsChase the supplier

Weekly follow-up via WhatsApp to secure the spreadsheet.

2

LogisticsPrepare the spreadsheet

Rename column headers per the import mapping; include Line and Internal ID columns.

3

LogisticsImport

Via CSV Import (Import Assistant) using the saved template/mapping.

Confirm ETA and ERD Status = "Confirmed" on the imported lines

A · Sales Tickets — SKU + Quantity

Sales opens a Freshdesk ticket with SKU + quantity asking for ETA/tracking

1

LogisticsCheck the inbound

Query the saved search "Inbound Shipments - ALL WH - V.2" to see if the item is on an inbound and already has tracking.

Decision

Is the item on an inbound?

Yes

Verify the tracking number and send tracking + correct ETA to Sales

No

3

Check pending POs

NetSuite > Inventory Detail > Related Records > type Purchase Order > check POs pending receipt.

Decision

4

Who owns this supplier's ETA?

Planning-owned supplier

Trust the Expected Receipt Date. If it's late, forward the ticket to Planning, notify the Planning coordinator directly, and close it out for Logistics.

Logistics-owned (Temujin/JCI/TDS)

Confirm the PO line isn't closed, then follow the matching supplier flow in the Supplier ETA Updates tab.

B · CS Tickets — Sales Order Number

CS opens a Freshdesk ticket with a Sales Order (SO) number asking for delivery status

1

LogisticsOpen the SO

Check whether it's billed or closed — it may have been cancelled or already shipped by the warehouse.

2

Check allocation

Look at Inventory Allocated on the item line — if there's a quantity, the item hasn't shipped yet.

3

Identify the link

Click the allocated quantity to see which PO or inbound it's linked to.

Decision

Allocated to a PO or an inbound?

PO

4

Open the PO

Follow the same flow as step 4 of the Sales Tickets flow above (owner-based routing).

Inbound

5

Open the inbound

Check tracking, follow the same tracking + ETA response flow.

Exception Handling

Situation	Required Action	Escalate To
No open PO found for the item/SKU	Forward the ticket to Purchasing within Freshdesk	Purchasing
PO line has Undershipment checked	Tell CS/Sales there's an undershipment; check for another open PO for the same item — if none, forward it	Purchasing (if no other PO exists)
CS/Sales says the ETA is too long and doesn't meet the customer's need	Forward the ticket simultaneously to Purchasing and Planning	Purchasing + Planning
Planning-owned supplier with a late ETA	Forward the ticket to Planning in Freshdesk and notify the coordinator directly	Planning Coordinator

Home › Freight Quotes & Scheduling

Freight Quotes & Scheduling

Transportation procedures — quoting, insurance, claims, shipping guidelines, documentation

Quoting & Booking

Insurance & Claims

Shipping Guidelines

Documentation Reference

LTL / FTL — MyCarrier

Access: estes.mycarriertms.com — choose "LTL Quote" to check a quotation or schedule a pickup.

Select pickup date, confirm Origin and Destination addresses

Billing terms by destination

"Third Party" only if delivering to the Atlanta Warehouse. "Prepaid" if the destination is the Arizona Warehouse.

Check accessorials with the Shipper

Always select "Liftgate pickup" for all shipments from Temujin and Next Security.

Freight class & shipment details

Confirm pallet kind (skid/pallet), dimensions from the Shipper, Commodity Description, NMFC, sub, class, and total weight. Add a row for each additional pallet.

Total weight, reference & cargo value

Confirm total shipment weight; fill Reference ID with PO number (or SO/Invoice); include cargo value from the supplier's invoice or the PO in NetSuite. Insure all shipments with cargo value over $4,000 (max insurable $250,000). Click "Select carrier."

Carrier selection

Double-check the pickup date and time zone at the origin city. Weigh price against delivery date, then select the carrier.

Confirm details → Dispatch & Insurance

Re-check Shipper and Consignee details, then click "DISPATCH & INSURANCE."

Label & BOL generation

Check "Invoice later" and agree to Loadsure Terms & Commodity Exclusions → "Confirm order & Generate Certificate." Save BOL as PDF; for labels choose "Continuous 4x6" → Generate label PDF.

Track under "Shipments" — PRO/tracking number, dates, carrier, events, and costs

Carriers to avoid

SAIA (delivery delays) · Mainfreight (damaged pallets/boxes) · ESTES (damaged pallets) · Roadrunners (damaged pallets/boxes)

FTL — quote with these carriers

Backhaulers (Durante, Ray · Indic, Vanessa) · Mainfreight (Tyler Frohwirth · Samuel Cavanagh) · Tazmanian (Bianca DeVitis · phx-intl · Heather Pearce)

Parcel — Pacejet

Access: ship.pacejet.cc/JemSystems — choose Transactions > Rate & Ship.

Enter Ship From and Ship To party details

Enter box(es) quantity, dimensions, weight, declared value, and piece quantity per box

Click "Rate shipment"

Select "Parcel" for boxes and choose the best option by delivery date and cost

Click "SHIP," re-check all information, confirm

Click the tracking number for each box to print the labels

Insurance

Mandatory for shipments over $4,000

Always check cargo value from the supplier's invoice or PO in NetSuite. Arrange insurance for any shipment over $4,000; maximum insurable cargo value is $250,000 (carriers can technically insure up to $500,000). On MyCarrier: enter total weight, Reference ID (PO/SO/Invoice), cargo value, then click "Select carrier." By email: state the total cargo value for the carrier's analysis and share the quotation.

Claims — Types & General Process

Loss Claim

Shipment or part of it not delivered — carrier can't locate the freight or parcel.

Damage Claim

Goods arrive physically damaged — broken, crushed, leaking, or compromised.

Shortage / Missing Contents

Shipment delivered but quantities are incomplete.

Issue identified — inspect shipment on delivery/receipt, confirm damage, loss, or shortage

Preserve evidence — keep original packaging and damaged goods, take clear photos

Gather documentation — invoice, BOL/POD, tracking number, photos

File the claim through the carrier's portal or claims department

Provide supporting documents — upload or email everything required

Carrier review — investigation, may request more information

Resolution — approved or denied per terms/evidence; approved claims paid per liability limits

Step-by-Step Guides by Situation

01LTL Freight Claim

Inspect all pallets/cartons before signing the delivery receipt; note any damage/shortage on the POD before the driver leaves. Preserve the freight, packaging, and pallets — don't discard or repair until the carrier inspects.

Documents: BOL, Delivery Receipt/POD, Commercial/Sales Invoice, Packing List, photos of product/packaging/pallet/labels, repair estimate, freight invoice.

Contact the carrier's Claims Department → complete the form (BOL #, PRO #, delivery date, shipper/consignee, damage description, claimed amount) → submit with all documents → save the claim confirmation → cooperate with any inspection → monitor status until resolved.

Applies to most major LTL carriers: FedEx Freight, Old Dominion, XPO, Estes, R+L, ABF, Saia, Southeastern, TForce, and other regional carriers.

02Parcel Claim (FedEx, UPS, DHL, USPS)

Inspect the package on delivery; photograph visible damage before opening. Keep the item, box, packing materials, and label until the carrier's investigation is complete.

Documents: Tracking Number, Commercial/Sales Invoice, Proof of Value, Packing List, photos of item/packaging/label, repair estimate.

Log in to the carrier's claims portal → File a New Claim → complete the form (tracking #, shipper/consignee, ship date, claim type, description, claimed amount) → upload supporting documents → review and submit → save the confirmation → monitor via the online portal.

03Identifying Inbound Damage (receiving)

Inspect on arrival before signing (crushed boxes, torn packaging, water damage, broken pallets) → verify quantity received vs. BOL/Packing List/PO → check shipping labels match the company and PO → inspect product condition (dents, cracks, leaks) → document with photos (whole shipment, damaged unit, label) → record and notify the appropriate team → note the damage on the delivery receipt → isolate the damaged goods → wait for disposition instructions.

Parcel × LTL × FTL

Method	Best For	Packaging	Tracking	Cost
Parcel	Small boxes, lightweight shipments	Individual boxes	Tracking Number	Low for small shipments
LTL	Medium-sized palletized freight	Pallets or skids	PRO Number	Lower than FTL
FTL	Large or full-truck shipments	Pallets or floor-loaded freight	Shipment/BOL reference	Best for large shipments

01Parcel Shipping

When to use: small/lightweight shipments, individual boxes, time-sensitive or residential/commercial deliveries.

Characteristics: tracking number, automated sorting, door-to-door, faster transit for small shipments.

Best practices: sturdy packaging, label every package, verify the address, accurate weight/dimensions, include required documentation.

02LTL (Less Than Truckload)

When to use: one or more pallets, freight that doesn't fill a trailer, too large for parcel, cost-sensitive shipments.

Characteristics: shipped on pallets/skids, PRO Number tracking, may have multiple stops, lower cost than FTL.

Best practices: secure freight to the pallet, shrink-wrap/band, label every pallet, include the BOL, record weight/dimensions accurately.

03FTL (Full Truckload)

When to use: large/high-volume freight, high-value or sensitive products, expedited deliveries, minimal handling needed.

Characteristics: dedicated trailer, direct origin-to-destination, fewer handling points, faster transit than LTL.

Best practices: distribute the load evenly, secure with straps/load bars, verify pallet count/weight/dimensions, confirm pickup/delivery appointments, inspect trailer condition before loading.

General Guidelines — Parcel × LTL × FTL

Verify the shipping address before creating the shipment · ensure accurate weight/dimensions/piece count · use appropriate protective packaging · attach labels securely to every package/pallet · include required documents (BOL for LTL/FTL) · inspect shipments before releasing to the carrier · retain records and tracking info · follow hazmat/oversized/high-value handling requirements · arrange cargo insurance when required.

Proof of Delivery (POD)

A document or electronic record confirming a shipment was successfully delivered — official evidence the carrier completed delivery. Used to confirm delivery, verify date/time, identify the receiver, support CS inquiries, resolve disputes, and assist freight claims.

Included on a POD
Tracking/PRO Number · BOL Number (freight) · Carrier Name · Delivery Date & Time · Delivery Address · Recipient's Name & Signature · Shipment Status · Delivery Notes/Exceptions

Bill of Lading (BOL) vs. Shipping Label

Aspect	Bill of Lading (BOL)	Shipping Label
Purpose	Legal freight document	Identification and routing
Level	Shipment-level document	Package or pallet level
Used by	Shippers, carriers, receivers	Carriers and warehouse operations
Format	Paper or digital document	Printed barcode label
Function	Contract and shipment record	Tracking and delivery identification

BOL — when used

LTL shipments · FTL shipments · international freight · any palletized/freight-class shipment. Includes shipper/consignee details, carrier, origin/destination, ship date, piece count, weight/dimensions, freight class, goods description, PRO/reference number.

Shipping Label — when used

Parcel shipments (one per box) · LTL (one per pallet/carton) · FTL (pallet ID labels when required). Includes tracking barcode, sender/recipient info, delivery address, carrier, service level, handling instructions, reference numbers.

Best practices

Always ensure the BOL matches the physical shipment (weight, pieces, description) · attach labels securely and visibly · verify tracking numbers match the BOL reference · never ship freight without a completed BOL · keep labels scannable and undamaged · retain a BOL copy for recordkeeping and claims.

Carrier Accounts

Account list and which account to use, plus carrier service information — maintained in shared reference documents (linked in Related Documents on the Documents page).

Home › UK Warehouse

UK Warehouse

Complete inbound, exception, VRA and UK carrier process from the submitted HTML, with every clickable box preserved.

Shipment arrives at warehouse

↓

Dispatch confirmation received

✓ Inbound created by the system

No action required

close x The inbound is created automatically by the system once a dispatch confirmation is received — or it has already been created manually. Either way, no further action is needed from Logistics.

No dispatch confirmation

Warehouse notifies Logistics via Slack

Reports items received, units received, and any discrepancies.

close x The warehouse contacts the Logistics team via Slack, reporting the items received, the units received, and any discrepancies found.

↓

Slack task updated

Tagged with the inbound number, marked "pending receipt".
Warehouse SLA: 24h to receive, 48h to report discrepancies.

close x The Slack task is updated with the inbound number and marked "pending receipt". The warehouse SLA is 24 hours to receive the shipment and 48 hours to report any discrepancies.

↓

Discrepancy type?

↓

Overshipment

Overshipment found

Warehouse informs Logistics and Supply.

close xWarehouse informs both Logistics and Supply teams that an overshipment occurred.

↓

Check invoice

Logistics confirms whether the company was billed for it.

close xWhile Supply decides, Logistics checks the invoice to see if the company was already billed for the overshipped units.

↓

Supply decides: keep or return

↓

Keep

Supply edits the PO; Logistics creates the inbound.

close xSupply edits the PO so Logistics can create the inbound to receive the item.

Return

Logistics creates the VRA and contacts the supplier.

close xLogistics creates the VRA (Vendor Return Authorization) and contacts the supplier to arrange the return. See the VRA process tab for the full flow.

Undershipment

Confirm shortage

Logistics checks the pending inbounds list and confirms with the warehouse.

close xLogistics checks the pending inbounds list to find the inbound that was partially received, then confirms with the warehouse that it was indeed an undershipment.

↓

Update the line item

Record missing units, follow-up date and status.

close xThe line of the undershipped item is updated with the missing units, a follow-up date, and the status.

↓

Contact the supplier

Request the missing material; open a NetSuite task to follow up.

close xLogistics contacts the supplier, informs them about the undershipment, and requests the missing material. A NetSuite task is opened to follow up.

↓

Wait for the missing units to be delivered

Wrong item sent

Wrong item found

Warehouse informs Logistics and Supply.

close xWarehouse informs both Logistics and Supply teams that the wrong item was sent.

↓

spacer

↓

Supply decides: keep or return

↓

Keep

Supply edits the PO; Logistics creates the inbound.

close xSupply edits the PO so Logistics can create the inbound to receive the item.

Return

Logistics creates the VRA and contacts the supplier.

close xLogistics creates the VRA (Vendor Return Authorization) and contacts the supplier to arrange the return. See the VRA process tab for the full flow.

RMA or inbound delivered to warehouse

↓

Warehouse inspects the items

Checks for:
- damaged item
- wrong item sent
- overshipment (if the Supply team decides to return)

close xThe VRA process is only triggered if inspection finds one of these three cases. Overshipment only qualifies if the Supply team has already decided to return it.

↓

Is it one of these cases?

↓

Yes → VRA process starts

↓

Send evidence to Logistics

Photos and condition details; item added to bin Z-100.

close xWarehouse sends photo evidence and all condition details to Logistics, and adds the item to bin Z-100.

↓

Create the VRA in NetSuite

Find the related PO and select "Authorize return".

close xLogistics finds the related PO in NetSuite and selects "Authorize return" to create the VRA.

↓

Arrange the collection

Contact supplier; open NetSuite task "VRA number + item + supplier".

close xLogistics contacts the supplier to arrange the collection/return, then opens a NetSuite task named "VRA number + item + supplier".

↓

Collection made

Create the IF, update inventory detail, select bin Z-100 — removes item from stock.

close xWhen the collection is made, create the IF and update the inventory detail on the line item, selecting bin Z-100 — this removes the item from stock.

↓

Status: waiting for CM

↓

Credit received

Update VRA status

Mark the IF as resolved once the credit is received.

close xOnce the credit memo (CM) is received, update the VRA IF status accordingly to close out the case.

Replacement

Create replacement PO

Transactions → Enter purchase order, type "Replacement", add item info.

close xFor replacement cases, go to Transactions → Enter purchase order, select the PO type as "Replacement", and add the item information.

Royal Mail

Small packages, up to 3-5 kg

Methods used: Royal Mail 24 Tracked, Royal Mail 48 Tracked, Royal Mail International.
Covers both UK domestic and international orders.

APC

Packages up to 5 kg

Method used: APC Overnight.
UK mainland only.
Warning: DG restrictions apply

✈️

FedEx / DHL

International orders

Used mainly for shipments to the US.
Warning: DG restrictions apply

Info: The DG (dangerous goods) project is in progress — Logistics is working with Sales to evaluate opening a dedicated DG account and review the options.

Home › Documents

S&OPs & Approved Documents

Upload and access SOPs, policies, and reference documents for this session.

Upload Documents

⇧

Clique para selecionar ou arraste arquivos aqui

PDF, DOCX, XLSX, PNG, JPG — máx. 50 MB cada

Os arquivos ficam disponíveis apenas durante esta sessão e não são armazenados permanentemente.

Home › Escalation Center

Escalation Center

✎

Em construção

Este conteúdo será preenchido em breve.

Home › Automation & Improvements

Automation & Process Improvements

Submit and track process improvement proposals across Internacional, Domestic, and General operations.

Internacional — Process Improvements

Domestic — Process Improvements

General — Process Improvements

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Logistics Operations Center

Processes

Dashboards

Documents & Tools

One Place. Every Process.Every Next Action.

Origin / Pickup

Destination / Delivery

Shipment Details

Product / Customs

Required Documents

Shipment Status Options

Internal Control Fields

FedEx

UPS

Other Carrier

Step 1 - Access FedEx SED

Step 2 - Account, email and EIN

Step 3 - Exporter and importer

Commodity Information

License and Export Information

After Filing: ITN and Pacejet

Common Mistakes

Ownership

UK → US vs US → UK

One Place. Every Process.
Every Next Action.