NOTE
Some of the Pio app features presented in this article are visible only for Admin and Manager users.
Topics covered in this article
Who can resolve deviated orders?
Find the deviated orders
Handle the order issue
Resolve the deviation
When is the order flagged as deviated?
Sort and filter orders
Order comments
Who can resolve deviated orders?
Find the deviated orders
Log in to Pio Admin and navigate to the Dashboard to find the deviated orders in the 'Issues' section.
Click the 'Orders deviated' link to view the deviated orders in Orders > Overview:
Handle the order issue
Select the deviated order from the list to view more details about which product has been flagged as deviated.
The replacement product and physical handling of the deviated orders happen outside of Pio. Depending on the reported issue, you first have to find a replacement or the missing product that caused the deviation, and finish the package for the customer.
The shipping label can be printed when resolving the deviated order.
Resolve the deviation
When the order is complete and any issues with the remaining products in the bin are sorted, select the 'Resolve deviations' button in the 'Order Details' view.
Choose one option:
- Print shipping label
- Select the correct port for printing
- Continue without printing shipping label
When is the order flagged as deviated?
An order should always be flagged as deviated if there is an issue with the item during picking. A lack of stock, wrong item in the bin, or if an item is determined to be damaged, the port worker should report the issue and flag it as deviated.
Port workers reporting deviations are prompted to add a message about the reason for the deviation that you can access by hovering over the order in the list.
Deviated orders need to be handled manually as they usually require customer service intervention.
Sort and filter orders
Go to Orders > Overview and use the 'Filter' options to list the orders in status ’Deviated’. All deviated orders can also be viewed from the link on the Dashboard.
Order comments
Deviated orders can have a message from the port worker attached to them.
Always encourage port workers to add as many details about the issue as possible because this will help customer service to resolve the deviated orders.