This is the Standard Operating Procedure for the UTL warehouse. It contains basic information on warehouse addresses, how your goods should arrive at the warehouse, warehousing and order processing principles and information about returns.
1. General Information
1.1 Hours for delivering goods
2. Before arrival at UTL warehouse
3. Inbound delivery requirements and process
4. Order Processing and Dispatch SLA
5. Returns
6. Warehouse requirements
7. Customer Service
1. General Information
1.1 Hours of Operation
Opening Hours for Deliveries : Monday to Friday, 09:00 - 17:00 (MT) (GMT -6)
1.2 Warehouse address
Important! You will receive the delivery address of your goods from your onboarding person. Delivery to the incorrect warehouse means a longer inbounding time, as goods need to be transferred to the correct warehouse.
2. Before arrival at UTL warehouse
The merchants article registry with size data per SKU is mandatory at the onboarding phase.
3. Inbound Delivery requirements and process
3.1 Inbound deliveries
The SLA is a critical component of the agreement with OGOship. Efficient, compliant deliveries facilitate accurate speedy processing of your arrivals. OGOship therefore requires full compliance with the following:
- At least 72 hours prior to delivery, all information for the load including SKU numbers, product information, dimensions, and weight; (Imperial Weights & Measures) must be uploaded to MyOGO as a Stock Update. If an item is sold as an each, dims & weights will be at the each level. If an item is sold as a case, dims & weights are at the case level. This includes truckload, Container, Less than Truckload and Parcel shipments).
- Merchant or Carrier must schedule inbound deliveries with the warehouse at least 72 hours in advance via email at Receiving@moorfulfillment.com. OBS! Delivery without scheduling is not accepted.
- Parcels carriers do not need a delivery appointment, but notice by email with the
expected arrival and tracking number is required by email to: Receiving@moorfulfillment.com. - If no Stock Update (ASN) is received, there is a fee per SKU (see pricelist) on the receiving charges or will void the receiving SLA. A complete Stock Update contains all SKUs arriving, full quantities expected, and the estimated date of arrival.*
3.2 When scheduling an inbound delivery, the information below must be provided by email:
- Subject line: OGOship c/o [insert your brand name] inbound [PO reference from MyOgo] inbound request.
- And the remainder below in the body of the email:
- Carrier
- Stock Update Number (PO #)
- Requested delivery date/time
- Number of pallets/cases/units
3.3 Shipments must be delivered in the following manner
- Drivers must arrive within 30 minutes of their delivery appointment, or they are considered late and will be “worked in” as soon as Warehouse can accommodate*
- All cases must clearly marked with correct SKU and Quantity* and stock update reference.
- All inner boxes must be labeled correctly.*
- No loose articles*
- Single SKU per case is preferred, if multiple SKUs in case, it MUST be marked “Mixed SKU’s” on the outside of case along with item name / quantity of each SKU.*
- Each article must have visible and scannable EAN/UPC barcodes.*
- Shipments arriving on pallets, must be on standard 48” x 40” white wood pallets and product should not exceed 72” (182cm) in height. Any pallets with product above 72” will be broken down at the Merchants expense*
*Failure to comply may cause receipt processing delays and costs, which will be billed to the Merchant.
3.4 Warehouse will perform the following functions at load receipt
- Unload, sort, and segregate product (if needed)
- Verify item SKU and quantities against PO/Stock Update
- Check for signs of damage, segregate damaged products and notate on the Receiving report. Upon completing receipt of load, OGOship will report damages to the Merchant and aid with claims against the carrier if applicable
- Warehouse will not open each unit looking for damages
- Photograph any damaged or crushed cartons, poorly loaded freight on containers and share with merchant
- Damaged products will be placed in quarantine and reported.
- Damaged product will remain in quarantine and not available inventory, until written instructions are received from merchant.
- Accept the SKU and Quantity that is marked on the outside of the sealed case as correct.
- The warehouse will not open cases unless there is a discrepancy in item or count.
- Upload load receipt into warehouse system
- Investigate any delivery issues and provide feedback
- Apply a UPC barcode for any items received without a UPC at an agreed upon price.
- On smaller items, i.e., Pens, flyers, the carton that the product came in will have a barcode placed on it to be scanned at picking.
- Any loads arriving with non-barcoded articles could delay the agreed upon SLA
- Upon completing Inbound Receipt all properly receipted articles will be systemically place items into either the Pick Front or storage location
3.5 SLA
- On deliveries up to 2500 units, Stock Update will be done within 48 hours of working days
- On deliveries of 2501 units and above, Stock update will be done within 72 hours of
working days
3.6 Other
- Each shipment must be delivered by the carrier in good condition.
- If the team leader of receipts is in doubt about the condition of the delivered goods, OGOship will contact the merchant.
- The following errors may attract extra charges, which will be levied in consultation with OGOship:
- Products do not have a barcode or product code, making it difficult to recognize the product
- Boxes are significantly damaged
- A box containing mixed SKU's arrives without a "mixed SKU's"-marking on the box
- One SKU is spread over multiple boxes, pallets, or shipments
- There is no product recognition such as a barcode or product code on the outer carton
- Products still need processing such as bundling, sealing, labeling and so on
- Products are not created in MyOgo before arrival
- Important: If you have SKU's that should be treated as a non-regular SKU (for example as an add-on flyer, add-on item, own packing material) in your orders, please contact OGOship (service@ogoship.com) for requesting activation of that. In your email, write the name of the SKU and to which category it should fall under. When the SKU is approved, our team will assign the correct classification for your SKU.
We strive to give unparalleled customer service to our ecommerce brands. An important part of that is ensuring we have clear and accurate information of goods going out and coming into the warehouse. We ask you to help us by making us aware of any goods that are coming into the warehouse. These guidelines are established to allow us adequate time and planning to receive your goods.
If no Stock Update (ASN) is received, we will add a fee of $25 per SKU on the receiving charges or will void the receiving SLA. A complete Stock Update contains all SKUs arriving, full quantities expected, and the estimated date of arrival.
4. Order Processing and Dispatch SLA
4.1 Outbound SLA
All orders in NEW-state in MyOGO before 13:00 PM MT (warehouse local time) will be dispatched during the same day, assuming it is a working day.
Only orders that can be fulfilled completely will be processed and shipped. Order data should be complete and contain all necessary fields in order to print the transport label successfully.
Your orders will be packed into the packaging that the warehouse finds most suitable for the particular order, unless otherwise agreed upon.
5. Returns
5.1 Returns SLA
Orders will be put back into stock, assuming goods are in sellable condition within 48 working day hours from arrival to the inbound department at the warehouse. The SLA for outbound order will always be prioritized.
5.2 Returns process
- We recommend using Shipstation for returns. All returns should be created manually to myOGO before they arrive at the warehouse.
5.3 Returns procedure
Returned products received by the warehouse are opened, inspected and placed back in stock. If the returnable items require something out of the ordinary (such as example: please add a hangtag again if it was torn off), the return handling process might require a unique cost. Go through the return handling requirements during the onboarding stage and when introducing new SKU's.
6. Warehousing requirements
6.1 General information about goods storage
The warehouse places goods to the appropriate shelves as it sees best fit. How goods are divided into bulk/pallet storage and smaller shelf storage locations remains at the discretion of the warehouse. The warehouse places goods into storage accounting for picking speed, and amount of products to be stored.
The temperature of the storage location is by default between +10 c and +35 c, depending on the season.
6.2 Prohibited goods
If any of your SKU's are classified as hazardous material, please reach out to service@ogoship.com to discuss its warehousing possibilities.
7. Customer Service
7.1 Customer Service Requests
The customer service team strives to answer customer service tickets within 24 hours during the warehouse's working hour days.