Missing Item Adjustment
Updates: List of January to October 2024 Coupon & January to First of December 2025 Codes, Catalog Viewer (03/23/2026), and Qbot Alerts (03/11/2026)).
Description
Use the following procedure when refunding a missing item.
Instructions
Scenario 1: If the missing item(s) was in the order and the customer did not receive it, process a missing item adjustment. This process also applies if the customer receives a bag with only catalogs inside.
Place a check mark on the line item(s) and click “Check Item Options”.
From the ADJUSTMENTS drop-down menu select MISSING ITEM.
Select whether the package was sealed or ripped and key in a memo.
Scenario 2: If the customer receives something they did not order, refer to the mixed shipment adjustment instructions.
Scenario 3: If the missing item was shipped in its own package, refer to the non-receipt adjustment instructions.
Scenario 4: If the missing item was a free item due to a promotional code but was not generated in the order, create an operator reminder.
Scenario 5: If the missing item was not in the order but the customer should have received it due to a BOGO deal, then use teams to resolve the issue.
Details
Adjustments must be completed within 30 days of the delivery date
Email DL-EP Analyst if the customer’s file needs to be reviewed due to excessive adjustments