Fulfillment Partner FAQ
Use this article to answer common questions or troubleshooting concerns for Cahoot Fulfillment Partners.
Contents
1. What are the expected shipping days?
Cahoot Fulfillment Partners are expected to ship product Monday through Friday every week, excluding indicated holidays which are based on USPS and Amazon shipping holidays.
2. There is an emergency and my warehouse location cannot ship orders. How do I stop orders from being assigned to us for fulfillment?
If you are unable to fulfill orders on a day that is not a Cahoot holiday, please reach out to our support team via ticket to arrange for orders to be diverted from your location while you are closed.
For planning purposes, please let us know about any warehouse closures with as much advance notice as possible. Any non-emergent closures must be communicated at least two weeks in advance.
3. How should I report damaged products?
If a damaged product is received during an inbound, click the "Enter DMG Qty" button on the inbound page in your Cahoot app and follow the prompt instructions.
For damages that are discovered during fulfillment operations, follow the instructions here.
Fulfilling Orders
4. When will the labels be ready for me to print?
Labels are generated automatically by the Cahoot software once an order is matched to your location. Label creation begins at 2 a.m. PST and continues throughout the day. Consult this article for instructions on how to print your shipping labels.
5. Why are orders lingering in "Match Confirmed" status?
Some orders may linger in "Match Confirmed" status for several hours without updating their status to "Shipping Label Ready." These orders require manual intervention from the Cahoot team and should be disregarded until the label is generated.
6. An order came in for inventory not present. What do I do?
If you receive an order for inventory that is not present at your location, perform an additional inventory check to confirm that the item is not present, including all nearby bins and case packs.
If the product cannot be found after this check, reach out to Cahoot Support via ticket as soon as possible. When notifying Support, please provide the SKU and Cahoot Orders IDs for all orders containing product that is not in stock.
7. Do we need to request a carrier pickup for packages we are shipping?
No, confirming carrier pickups for packages is a seller responsibility.
8. We need more packaging material. Can more boxes be shipped to us?
Yes. Cahoot regularly monitors the levels of Cahoot-owned packaging at all partner warehouses and replenishes them as needed.
If you have concerns or requests regarding packaging, or if your packaging inventory does not match what is displayed in your Cahoot app, please reach out to the support team via ticket.
9. I can't scan the Pick List barcode. What do I do?
If you are unable to scan the pick list barcode, re-print the pick list and try again. If the pick list still does not scan properly, the Pick List ID can be entered manually into the scan verification page.
Work Orders/Inbounds
10. What do we do with products that do not have any barcode on the packaging?
Case pack barcodes should not be used when receiving inbounds. All barcode scanning and entry during receiving refers to the barcode on an individual unit of the SKU in question.
If unit barcode labels are not present on received inventory, new barcodes can be printed using Cahoot and added to products for barcode scan processing (this activity is billable to Cahoot). If an order with a new barcode needs to ship for fulfillment, use manual scan verification.
11. Why is this WO/Inbound showing an On-Hold tag?
This tag serves to block action on a given work order so that it cannot be edited or updated. This means that Cahoot Support staff need additional information from the carrier, the seller, or the warehouse before work can be continued.
If a Work Order is in progress when it is placed on hold, stop processing it immediately until contacted by Cahoot personnel. If the order is partially packed, please place it to the side until the hold is lifted.
If you have questions about an On-Hold Work Order, please reach out to support in the WO conversation and we will update you as soon as possible.
Returns
12. What do I do with a Cahoot item that is returned to sender?
For Cahoot items that are returned to your location, please set them in a separate bin location for returned products, and then open a ticket to inform the support team. The ticket should include a photo of the product, the barcode, the tracking number, and the bin location where the item is stored.
Billing
13. When will I be paid for Cahoot services?
Cahoot pays our fulfillment partners monthly, with statements sent to partners on the 15th of the each month and payment sent on the 21st, excluding holidays. All fulfillment, receiving, special projects, storage, and miscellaneous payments owed are covered in the monthly statement.
14. How do I submit an invoice to Cahoot?
For information on how to correctly submit a CFP Invoice to Cahoot, consult this article. Please be sure to follow the instructions closely to ensure that your invoices are approved and paid as quickly as possible.