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PFS - Standard Operating Procedure

This is the Standard Operating Procedure for the PFS warehouse. It contains basic information on 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

Opening Hours for Deliveries : Monday to Friday, 08:00 hrs to 16:30 hrs 

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. Inbound Delivery requirements

 

2.1 Labelling requirements of goods

  1. Scannable barcodes or QR codes are required to be attached to every item sent to the warehouse. Examples in the photo below.
  2. Please note! In case the markings on your goods do not match the correct requirements presented above, the warehouse reserves the right to re-label the incoming products with an additional charge during the inbound.

All barcode numbers also need to be in MyOgo prior to the arrival of the goods.

2.2 Less-than-truckload and parcel 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: 

  1. All deliveries/arrivals must be pre-notified by creating a Stock Update in MyOGO at least 72 working day hours before arrival of goods at the warehouse, in accordance with the delivery instructions stated in this document. Unexpected arrivals will be processed best endeavors permitting, additional surcharges may apply for a missing or inadequate Stock Update. 
  2. It is important that only 1 line of each SKU is created containing the total quantity of the delivery. 
  3. There must be no loose items.
  4. The information in the Stock Update will transfer to the warehouse for inbound scheduling and comparison of announced inbound goods versus arrived goods. Hence, make sure to fill in all fields available when creating the Stock Update in MyOgo.
  5. Boxes should weigh no more than 30kg, should be undamaged and labeled with SKU, Barcode, and Quantity (handwritten if need be). 
  6. Items are to be delivered on pallets (if need be), organized logically – ie, single SKU per box, SKU’s consolidated onto pallets if needed, and EAN codes/other scannable barcode on each article. 
  7. Items do not require any processing such as bundling, sealing, labeling, etc. 
  8. SKU and barcode on the products must match SKU and barcode known in MyOgo 
  9. At least one parcel in the inbound delivery should contain the auto-generated PDF generated in MyOgo when creating a Stock Update.

2.3 Requirements for deliveries above 10 pallets or loose goods container deliveries

The following requirements apply to container shipments: 

  1. All deliveries/arrivals must be pre-notified by creating a Stock Update in MyOGO at least 7 calendar days before arrival of goods at the warehouse, in accordance with the delivery instructions stated in this document. The warehouse will be expecting your delivery on the delivery date you mark in your Stock Update.
  2. The delivery company always needs to book the delivery slot with the warehouse in advance. Please ask your delivery company to contact InboundTeam@profulfilment.com in order to book the time slot for the delivery.
  3. Should the delivery date deviate from the date marked in the Stock Update, kindly inform InboundTeam@profulfilment.com in order to arrange a new time slot for the delivery.
  4. It is important that only 1 line of each SKU is created containing the total quantity of the delivery. 
  5. Boxes should weigh no more than 30kg, should be undamaged and labeled with SKU, Barcode, and Quantity (handwritten if need be). 
  6. There must be no loose items.
  7. Items are to be delivered on pallets (if need be), organized logically – ie, single SKU per box, SKU’s consolidated onto pallets if needed, and EAN codes/article numbers on each article. The max. height per pallet is 1.20 meters.
  8. Items do not require any processing such as bundling, sealing, labeling, etc. 
  9. SKU and barcode on the products must match SKU and barcode known in MyOgo 
  10. Each shipment must be accompanied by a Bill of Lading. It must be clearly stated on the consignment note: 
  11. Carrier 
  12. Truck/trailer license plate 
  13. Supplier 
  14. Number and types of packages/ pallets
  15. Date of delivery 

2.4 General requirements of inbound deliveries

Pallets: 

  1. All products must be delivered on either standard UK pallets – 100cm x 120cm or on EUR-1 pallets, 80 x 120 cm
  2. Boxes must be shrink-wrapped to pallets, with products stacked leaving at least 1 cm to the edge of the pallet. 
  3. All products must be stacked in a stable and secure manner. 
  4. The maximum pallet height must not exceed 120cm. 
  5. Pallets must be wrapped using wrapping film 
  6. When delivering several pallets of the same product, each pallet must contain the same number of boxes, except for the last pallet which can contain less. This pallet must be clearly marked.
  7. Each pallet must be clearly labeled with:
  8. Customer product number (SKU) 
  9. Product Description 
  10. Quantity per pallet

2.5 General Rules 

  1. If a stock update is not received in time, the delivery may be refused. In this event, a new pre-notification will have to be made and issued. This may not be for the same day. 
  2. All deliveries must arrive during the site opening hours. 
  3. All questions must be directed to the email address provided above. 
  4. All inbound deliveries will be handled to stock as soon as possible. In general, if orders arrive as in the delivery instructions, goods will be taken into stock within 48 hours of working day operation. Keep in mind that the first inbounding of goods usually takes a longer time.

2.6 Other

  1. Each shipment must be delivered by the carrier in good condition. 
  2. If the team leader of receipts is in doubt about the condition of the delivered goods, OGOship will contact the merchant. 
  3. The following errors may attract extra charges, which will be levied in consultation with OGOship: 
  4. Products do not have a barcode or product code, making it difficult to recognize the product 
  5. Boxes are significantly damaged 
  6. Boxes are heavier than 30kg 
  7. Boxes contain multiple SKU’s 
  8. One SKU is spread over multiple boxes, pallets, or shipments 
  9. There is no product recognition such as a barcode or product code on the outer carton 
  10. Products still need processing such as bundling, sealing, labeling and so on
  11. Products are not created in MyOgo before arrival
  12. 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.

2.7 Inbound process

 The warehouse will perform the following functions at load receipt

  1. Unload, sort, and segregate product (if needed)
  2. Verify item SKU and quantities against PO/Stock Update 
  3. 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.
    1. Warehouse will not open each unit looking for damages
  4. Photograph any damaged or crushed cartons, poorly loaded freight on containers and share with merchant
    1. Damaged products will be placed in quarantine and reported.
    2. Damaged product will remain in quarantine and not available inventory, until written instructions are received from merchant
  5. Accept the SKU and Quantity that is marked on the outside of the sealed case as correct. 
    1. The warehouse will not open cases unless there is a discrepancy in item or count.
  6. Upload load receipt into warehouse IT system
  7. Investigate any delivery issues and provide feedback
  8. Upon completing Inbound Receipt all properly receipted articles will be systemically place items into either the Pick Front or storage location
  9.  

3. Order Processing and Dispatch SLA

 

3.1 Outbound SLA 

All orders in NEW-state in MyOGO before 14:00 PM local time at the warehouse will be dispatched during the same day, assuming it is a working day, unless informed otherwise. Orders are required to come in at an even pace before cut-off time to keep the SLA. Orders cannot for example be mass-uploaded right before cut-off time and be expected to dispatch during the same 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 for the warehouse to dispatch your order successfully.

Your orders will be packed into the packaging that the warehouse finds most suitable for the particular order, unless otherwise agreed upon.

 

4. Returns 

 

4.1 Returns SLA

Orders will be processed and 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.

4.2 Return options

  1. Returns up to 20 KG: Royal Mail. Find instructions here.
  2. For returns above 20 KG: Contact service@ogoship.com, who will issue a return label for you.

4.3 Returns handling

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.  

 

5. Warehousing requirements

 

5.1 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.

5.2 Prohibited goods

If any of your goods have a ADR classification, please consult with OGOship before sending your goods. OGOship reserves the right to deny acceptance of any goods that are classified as hazardous goods.

 

6. Merchant Care

 

6.1 Customer Service Requests

Our Merchant Care team is here to help you with your questions that you cannot find answers to in the KnowledgeBase. Do note that some tasks are charged for separately. You can find them in our service pricelist.

The customer service team strives to answer customer service tickets within 24 hours during the warehouse's working hour days. 

6.2 Carrier Claims

Occasionally it happens that your outbound shipment gets lost. This can be due to many reasons, for example the freight label has come off, the carrier cannot identify the destination address, or it has disappeared at a freight terminal. In those cases, you can usually file a reclamation, which we take further with the carrier. Do note that there is variance in how long carriers process the request, how much they compensate and by when the reclamation needs to be submitted.

 

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