Problem Solvers Guide (Vendor Receive)

Successful and fast resolution of problem cases on the Vendor Receive line directly depends on the quality of the provided information. Incomplete tickets slow down the error-resolution process. When creating a ticket, always cooperate closely with the ISS team and provide comprehensive data about the problematic product, a detailed description of the issue, and high-quality photos of the item (at least 6 images, including the ASIN, full view of the product, and expiration date if applicable).

Below is a step-by-step breakdown of the ticket creation process with explanations for each step.

Use the ISS Kiosk link on the PS Receive page (ps.neron.com.ua)

Scroll down or use the search function to find the appropriate item corresponding to the issue you are trying to resolve. Pay attention to the marketplace selection, ensuring it matches “CA” (Canada).

Step 1. Selecting Category, Type, and Item (CTI)

Field Explanations:

• Category (C): Select iss.
• Type (T): Select Retail (or another appropriate type depending on the workflow).
• Item (I): Choose the specific problem from the provided list (e.g., Barcode not linked).

Step 2. Filling Out the Title and Main Description

Field Explanations:

• Title: Provide a short and clear name for the issue (e.g., Barcode not linked).
• Description: Copy the description template and make sure to fill in all fields with real data instead of leaving them blank (as seen in incorrectly formatted tickets):
  • Title: product title
  • ASIN: Scan or Enter the actual ASIN
  • Barcode/UPC: Scan or Enter the product barcode
  • Quantity: Enter the unit quantity
  • PO: Enter the Purchase Order number
  • Physical location: Specify ISS and the identifier of the Tote where the item is physically located (even if it was only moved physically and is not yet reflected in the system data, meaning the Tote is empty in the system).
  • Vendor ID/Seller ID: Enter the vendor ID from FC Research
  • Received Type: Enter the receiving type

Step 3. Filling Out the Vendor Information Section

Field Explanations:

• Fill in all available fields with product information (ASIN, UPC, Quantity, Purchase order ID, etc.).
• For fields where information is completely missing and cannot be left blank, enter – N/A.

Step 4. Adding Attachments

Field Explanations:

• The minimum number of product photos is 6 images.
• Be sure to attach high-quality photos: a general view of the item, the barcode/ASIN, the expiration date (if applicable), and any other details that will help the ISS team quickly identify and resolve the issue.
• Drag and drop files into the upload area or use the Add files button.

Step 5. Final Ticket Creation

• Field Explanations:
  • The Advanced options section features default configurations that auto-populate based on the selected CTI – leave it as is (optional).
  • Review the completeness of the entered data and click the orange Create button to submit the ticket to the ISS team.

Example of incorrect filling (warning): Avoid creating tickets like this Screenshot, where fields are left blank. Such requests cause delays in the workflow across the Fulfillment Centre (This is a screenshot of a real request created by a problem solver).