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Non-compliant inbounds have one or more issues that require corrective action before SKUs can be made available for fulfillment. This guide covers how to identify, document, and resolve various types of non-compliance issues.

IMPORTANT Communication Rule: All communication about non-compliant inbounds should be done through the Conversations panel within the specific Inbound ID. Do NOT create Support tickets unless specifically instructed. You will receive replies via Conversations with notifications sent to your Cahoot login email. Learn more about using the conversations panel. 

Standard Process

When you encounter any non-compliant conditions:

1Set aside all non-compliant SKUs to be addressed separately.

2Receive the good portion of the inbound first using standard procedures.

3Complete the good inventory and notify Cahoot via Conversations that all "good" SKUs are completed.

4Document the issues with photos and detailed descriptions.

5Wait for guidance from the Inbounds Team on next steps.

Important: Cahoot may tag inbounds with an "On-Hold" status. Inbounds that are put on-hold will block you from making any changes until the issues are resolved.

Resolution Options

After reviewing your documentation, Cahoot will provide guidance that could include:

  • Work Order Creation: Cahoot resolves issues as part of a billable Work Order
  • Return to Seller: Items shipped back to seller for correction
  • Special Instructions: Custom handling procedures for specific issues

Unknown or Unexpected SKUs

Issue: SKUs that are not listed on the Inbound ID.

CFP Action: Send pictures of the product(s) with barcodes visible and any additional relevant information such as:

  • Quantity received
  • Any labels, descriptions, or markings
  • Anything that will help the Seller identify the products

Wrong Quantities Received

Issue: Items received with too few or too many units compared to expected quantity.

CFP Action:

  • For grossly different quantities: Recount 3 times and confirm accuracy in Conversations
  • For minor discrepancies: Enter quantities received and complete inbound using "No More Items to Receive"

Bad Barcodes

Issue: Items with missing, unscannable, incorrect, or multiple barcodes.

CFP Action: Send pictures of the product(s) with barcodes visible (if available) and describe the problem:

  • Missing barcodes
  • Unscannable barcodes
  • Multiple different barcodes
  • Other barcode issues

Improperly Prepared Inventory

Issue: Items not meeting Cahoot preparation standards.

Examples:

  • Liquids not properly sealed in secondary packaging
  • Apparel items not individually packaged in poly bags
  • Items requiring special packaging not properly protected

CFP Action: Send pictures with barcodes visible and describe the preparation problem.

Damaged Packaging (Minor)

Issue: Parcels or pallets delivered with notable external damage suggesting potential internal damage.

CFP Action:

  • Before driver leaves: Document damages on BOL (for pallets) and have driver sign
  • Take picture of signed BOL and attach as "Signed BOL"
  • Take extra pictures of pallets/parcels showing observed damages
  • Notify Cahoot via Conversations
Critical: This documentation is extremely important to ensure damages are not attributed to you or Cahoot. Always document before driver departure.

Damaged Packaging (Major)

Issue: Parcels or pallets with extensive external damage, sometimes with obvious content damage (leaking fluids, broken glass, etc.).

CFP Action: Follow same process as minor damage but with additional emphasis on thorough documentation due to severity.

Damaged Inventory (Units)

Issue: Items identified as damaged, leaking, or not in New condition during receiving.

CFP Action: Send pictures of products with barcodes visible, list of damaged barcodes, and description of damage. Include any damage to retail packaging.

Missing, Hidden, or Incorrect Inbound Labels

Issue: Inbounds without correct Cahoot Inbound ID or proper carton labeling.

Requirements for Proper Labeling:

  • All inbounds must be labeled with correct Cahoot Inbound ID
  • Pallets should reference Inbound ID on BOL and have BOL affixed
  • Parcel cartons must have Inbound ID printed or stickered on each
  • Mixed cartons must have Cahoot Carton Labels showing:
    • Cahoot Inbound ID
    • Box count (e.g., Box 1 of 2)
    • Barcode of each item inside
    • Quantity of each item inside

CFP Action:

  • If you cannot identify which inbound the delivery corresponds to: Set aside and create a Support Ticket
  • If Carton Labels are missing or contents don't match labels: Notify Cahoot with pictures of outside shipment and product barcodes

Mixed Carton Requirements:

NOTE 1 - Segregation: SKUs within mixed cartons should be segregated from one another using envelopes, smaller boxes, or similar methods to enable quick counting during receiving. If not properly segregated, notify Cahoot with pictures.
NOTE 2 - Label Accuracy: SKUs inside mixed cartons must match the Carton Label exactly. If they don't match, notify Cahoot with pictures of both the label and contents.

Unexpected Deliveries

Issue: Deliveries that cannot be clearly identified but appear to belong to a Cahoot Seller.

CFP Action:

  • Accept the delivery if you believe it belongs to a Cahoot Seller
  • Create a Support Ticket
  • Share pictures of outside shipment (shipping label, BOL, stickers, writing)
  • Include pictures of products and corresponding barcodes

Why Inbounds from Amazon Are Challenging

Inventory from an Amazon warehouse is particularly problematic because:

  • Delivered across days or weeks from multiple DCs
  • Arrives without logical organization
  • Amazon does NOT label with Cahoot Inbound ID
  • Takes significantly more time to receive
  • Often arrives in small quantities over extended periods

Handling Amazon Inbounds

1Try your best to identify and attribute to correct Inbound ID.

2If not quickly identified, set aside and notify Cahoot.

3Document thoroughly with pictures of:

  • Outside of shipment (shipping labels, BOL, stickers, writing)
  • Products and corresponding barcodes

4Track all time spent - Amazon inbounds require more time and should be invoiced accordingly.

Important: We try to avoid Amazon inbounds wherever possible, but sometimes they cannot be avoided. Make sure to invoice for all additional time spent on these challenging inbounds.

1. Multiple Deliveries Over Time

Problem: Inbounds that arrive over several weeks instead of all at once.

Common with: Amazon warehouse shipments delivering small quantities over many weeks.

Impact: Significantly increases receiving time and complexity.

2. SKU or Quantity Discrepancies

Problems include:

  • Fewer quantities than expected
  • More quantities than expected
  • SKUs missing altogether
  • Unexpected SKUs arriving

Resolution: Enter actual quantities and notify Cahoot. Unexpected SKUs should be set aside for separate work order creation.

3. Disorganized Mixed Cartons

Problems include:

  • SKUs spread across multiple mixed cartons
  • SKUs crammed together without organization
  • Missing SKU details, barcodes, or quantities
  • No Cahoot Inbound ID on cartons

Impact: Requires sorting before receiving can begin, significantly increasing processing time.

What to Invoice

For non-compliant inbounds, you should invoice for:

  • All time spent sorting, organizing, and documenting issues
  • Photography time for documenting problems
  • Communication time spent coordinating with Cahoot
  • Additional handling required due to poor organization
  • Materials used for reorganization or protection

Documentation Requirements

Keep detailed records of:

  • Time spent on each type of issue
  • Materials consumed during resolution
  • Number of photos taken and uploaded
  • Communication time with Cahoot team

Invoice Submission

1Record all time spent and materials used accurately.

2Create invoice with appropriate line items:

  • Receiving Fee - Per hour (for extra time)
  • Other Fees - Special Projects - Per hour (for problem resolution)
  • Other - Materials Used (if applicable)

3Include reference to Inbound ID and brief description of issues resolved.

Tip: Non-compliant inbounds often take 2-3 times longer than standard inbounds. Don't hesitate to invoice for all legitimate time spent resolving issues that weren't your fault.

Communication Protocol

Use Conversations Only: All communication about non-compliant inbounds must go through the Conversations panel within the specific Inbound ID. Support tickets should only be created when specifically instructed.

Set Aside Strategy

Remember: Inbounds with any non-compliant conditions should be set aside for separate processing. Receive the good portion first, then address issues as time permits with Cahoot guidance.

Documentation is Key

  • Take clear, detailed photos of all issues
  • Include barcodes in photos when possible
  • Provide detailed descriptions of problems
  • Document time spent on issue resolution

When in Doubt

If you're unsure whether something constitutes non-compliance or how to handle a specific situation:

  • Take photos of the issue
  • Set the items aside
  • Send a Conversation message with photos and description
  • Wait for Cahoot guidance before proceeding

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