Issue: A shipment arrives with product that is damaged or was damaged in transit.

Environment: Comsense Enterprise

Resolution: Update the purchase order to include the damaged product and advise payables to short pay the invoice. Complete a supplier return for the damaged product.

*Note: Before proceeding, ensure your administrator has Set-Up for Supplier Shipment Errors.

In this article:

Updating Your purchase order

You should always add the damaged item as an item shipped in error even if you stock the item in your inventory. The damaged product is not going into stock and should not be counted as stock.

Adding the Damaged Product Line Item

In the Purchase Order window:

1. Open your purchase order
2. Right-click the Products pane
3. Click Add Purchase Order Line Item
   • The Managed Product window will open

4. Select "Product Shipped in Error" managed product
5. Click Add
   • The product will move to the bottom pane

6. Click OK

Your purchase order now has the damaged product.

Updating the Damaged Product Line Item(s)

In the product line item:

1. Update Qty column

In the Internal Note field and in the Note column:

2. Enter the details of the damage
   • E.g. Exit device is rusted

3. Click Save
4. Send the Updated Purchase Order Receiving report to the Receiving department
5. Advise the Payables department to short pay the invoice

Your Purchase Order Receiving report now includes the damaged product.

Replacing the Damaged Product

Ask the supplier to send a replacement product. The supplier must send you the replacement product under the same purchase order. Do not unsource the product and create a new purchase order.

Handling the Damaged Product

Discuss with the supplier what they would like to do with the damaged product. The supplier will either ask you to:

• Dispose of the product 
• Send the product back

In both cases, Complete a Supplier Return for the damaged product. The cost of the damaged product is in your general ledger under disputed charges and reconciling the charges requires a credit invoice from the supplier.

Tip: If you are not actually returning the physical product, write a note on the supplier return detailing the supplier's instructions.