If an RF scanner records zero units picked for a product that was actually picked in full, the pick record will be incorrect. This can cause downstream issues including incorrect SSCC labels and problems when trying to dispatch the order.
⚠️ Warning: Do not attempt to re-scan or re-process the pick. Correcting a zero-pick recording via the Goods Out Confirmation screen will confirm the pick off immediately. If you are not ready to dispatch the order yet, contact support first and we will assist you with the correction safely.
What to do
Do not re-scan the item or process the pick again.
Check whether the SSCC labels for the order are affected. If they are, do not use them — new labels will need to be generated once the pick record is corrected.
Contact support with the details below. Our team will investigate the pick record and advise on the safest way to correct it based on your order status.
Information to provide to support
Contact support and include the following:
The pick or order number.
The SKU (product code) that was recorded as zero picked.
The quantity that was actually picked.
The location the item was picked from.
Confirmation of whether you are ready to dispatch the order, or whether dispatch needs to be delayed.
A screenshot of the pick screen or any error message if available.
📌 Note: Incorrect SSCC labels caused by a zero-pick recording will need to be reprinted once the pick record has been corrected. Our support team will confirm when it is safe to reprint.