Accepting Packages

Returning a Package to a Vendor

The best practice to follow is documenting the problem and the steps taken to resolve the issue. For example:

  1. Record the date(s) when calls were placed.
  2. Who was the contact that helped you.
  3. What items are being sent back.
  4. Record any tracking number the vendor provides for items being sent back.

Do not be afraid to be descriptive in your documentation, there is never a problem with too much information being provided. Any information provided will help to ensure the vendor is being paid correctly. Make sure this information is attached with the packing slip or relayed to the Receiving Clerk via e-mail. If there are any questions please call the Receiving Department at 623-845-3593.

Possible Receiving Discrepancies

  • No Purchase Order Number or Contact Person on Packing Slip
    Shipments with no purchase number listed on the packing slip or bill of lading. The Receiving Clerk will call the vendor to find out if there is a PO# or a contact name and/or phone number. Based on the information obtained the package can be routed to the requester or sent back to the vendor if there is insufficient information given.
     
  • Partial Shipment
    Only received part of the item(s) from the multiple line PO; or, received 10 of out of 20. The packing slip should indicate the balance owed as a backorder (B/O). The requester needs to call the vendor for shipping status for the amount on backordered.
     
  • Obvious Damage
    As the package comes off the truck, you can see a tear, dent or gouge on the box. Make sure the Receiving Clerk or shipper notes the damage on their bill of lading or packing slip. Some vendors will not ship a replacement item because there was no indication of what the damage was on the bill of lading or packing slip and will assume the order was shipped without incident. The requester needs to check and/or test the merchandise for damage. If there is a problem, the requester needs to contact the vendor with the problem and make arrangements for a replacement. Make note of any tracking number the vendor provides for items being sent back. Once the replacement item arrives and is accepted, make a note on the packing slip that the item is a replacement. The requester needs to check with the vendor if a credit memo will be issued for the original item or there is no charge for the replacement and to pay from the original invoice. The credit memo should be sent to District Accounts Payable.
     
  • Over Shipment
    Purchase order quantity ordered was 20, but received 23 instead.
  1. Make sure the Receiving Clerk or shipper notes the over shipment on their bill of lading or packing slip. Have the shipper return the additional items and/or merchandise. The requester should contact the vendor to ensure a credit memo has been processed for the returned items and it be sent to District Accounts Payable. The invoice will in most cases show the over shipment and is expected to be paid unless there is a credit memo for what was returned.
     
  2. If the over shipment was discovered after the merchandise was delivered, the requester needs to notify the vendor of the over shipment and that the merchandise needs to be sent back. Record any tracking number the vendor provides for items being sent back. Make sure you have a credit memo sent to District Accounts Payable for all returned items. The invoice will in most cases show the over shipment and is expected to be paid unless there is a credit memo for what was returned.
  • Duplicate Shipments
    Received quantity 20 out of 20 and then the same order of 20 shows up again.
  1. Make sure the Receiving Clerk or shipper notes the duplicate shipment on their bill of lading or packing slip. Do not accept duplicate shipment, have the shipper return the additional items and/or merchandise. The requester should contact the vendor to ensure a credit memo has been processed for the returned items and that it will be sent to District Accounts Payable. The invoice will in most cases show the duplicate shipment and is expected to be paid unless there is a credit memo for what was returned.
     
  2. If the duplicate shipment was discovered after the merchandise was delivered, the requester needs to notify the vendor of the duplicate shipment and that the merchandise needs to be sent back. Record any tracking number the vendor provides for items being sent back. Make sure you receive a credit memo for all returned items and it is sent to District Accounts Payable. The invoice will in most cases show the duplicate shipment and is expected to be paid unless there is a credit memo for what was returned.
  • Missing Shipment
    Packing slip states that 20 boxes were shipped, but only 10 can be accounted for coming off the truck. Make sure the receiving clerk or shipper notes the shortage on their bill of lading or packing slip. Some vendors will not ship additional items because there was no indication of a shortage on the bill of lading or packing slip and will assume the order has been completed. The requester needs to contact the vendor as soon as possible to correct the missing shipment.
     
  • Hidden Damage
    The package appears fine off the truck, but when the package was opened or when the item was tested, you notice the item is damaged and/or defective. The requester needs to contact the vendor with the problem and make arrangements for a replacement. Make note of any tracking number the vendor provides for items being sent back. Once the replacement item arrives and is accepted, make a note on the packing slip that the item is a replacement. The requester needs to check with the vendor if a credit memo will be issued for the original item.
     
  • Wrong Item/Model and/or Color Were Shipped
    The requester needs to compare the items shipped with the purchase order item description. Is there a typing error on the purchase order item description that caused the wrong item to be shipped? Did the vendor make a mistake in shipment? Based on the information obtained, the requester needs to contact and work with the vendor for replacement. Make note of any tracking number the vendor provides for items being sent back. Once the replacement item arrives and is accepted, make a note on the packing slip that the item is a replacement. The requester needs to check with the vendor if a credit memo will be issued for the original item or there is no charge for the replacement and to pay from the original invoice.

Contact:

Building: Administration (A) - 57
Phone: (623) 845-3030
Fax: (623) 845-3025
Hours of Operation

Fall/Spring

Mon. - Fri. 6:30 a.m. - 4 p.m.

Summer

Mon. - Thurs. 7 a.m. - 5:30 p.m.