Understanding the Occurrence of Empty Totes in Our Process
Introduction
Encountering an entirely empty tote can be a frustrating experience, and in this discussion, we aim to shed light on the reasons behind such occurrences and why we might send out empty totes.
Order Fulfillment Process at Phoenix:
At Phoenix, we integrate the invoice directly as the pick note in our order fulfillment process. Complying with MHRA regulations, wholesalers are obligated to provide a paper invoice to the delivery address when invoicing customers for medication.
How an Empty Tote Occurs:
Customer Places Order: A customer initiates an order with Phoenix.
Stock Availability Check: Our system verifies the availability of all ordered products, placing a hold on the stock. If items are unavailable, an out-of-stock notification is issued.
Awaiting Release Queue: The order is held in a queue labeled "awaiting release."
Release and Invoice Printing: Once released, the invoice printer generates an invoice into a tote.
Picking Process: Our picking team selects the customer's order based on the invoice, retrieving stock from the shelves.
The issue arises in the picking process, where, despite following system instructions, the picker may encounter challenges in locating the specified stock within the brief time frame for order processing. Upon reporting, the system generates an internal credit. Unfortunately, due to time constraints, the credit cannot be promptly placed in the tote before it is photographed and sealed.
As a result, to comply with the requirement of sending the original invoice to the customer an empty tote is sent. Although it may seem unconventional, this ensures that the customer receives the necessary documentation while allowing us to process the credit internally.
Understanding this aspect of our process helps in navigating the occasional occurrence of empty totes, as we strive to optimize our operations and maintain compliance with industry regulations.
Launch of the new Procure+
The upcoming launch of the new Procure+ System on May 13, 2024, is set to offer customers a transparent view of how Phoenix processes their orders through a user-friendly exception screen. Customers will have access to detailed information, including:
In cases where customers place an order, but we are unable to fulfill any part of it due to insufficient stock, the variance will be prominently displayed on the exception screen.
On rare occasions when an item cannot be located within our warehouse, leading to the issuance of an internal credit, this will also be clearly noted on the exception screen.
Additionally, if there arises a situation where we cannot accommodate the entirety of the customer's order on their delivery van, such occurrences will be explicitly indicated on the exception screen.
Furthermore, all Phoenix documents (invoices, credits, and statements) will be available for access online via the Procure + Invoice area. This will enable customers to review any internal credits raised due to challenges in locating stock within our warehouse, reducing confusion and delay.
This enhanced visibility ensures that customers are well-informed about the status of their orders, allowing for greater transparency and understanding of any exceptional circumstances that may affect order fulfillment.
