1.2 · Logistics & Fulfillment · Exception Handling & Returns
Missing shipment, damaged product or return: PROWERB links the case to the order, checks the information and handles it according to agreed approvals.
Bring together the order number, item and enquiry.
Review photos, goods and shipping information as relevant.
Agree a correction, replacement or return with the responsible person.
With more than 2 million shipments a year, the exception isn't rare — it's plannable work. Yet many fulfillment providers treat exception cases as a disruption: the non-receipt report sits in a queue, the forwarder's surcharge claim is passed through unchecked, the return sits unbooked at goods receipt. PROWERB runs exactly these cases as a standard process — with defined procedures, documented correspondence, and a close-out that also checks out in inventory.
Atlas & Nexus · PROWERB systems
Atlas gives clients access to products, stock, campaigns and orders. Nexus supports operational processing. We agree the views and handovers needed for your project.
Exception-handling management covers the stretch where dispatch logistics normally ends — from the contradiction between proof of delivery and recipient report to the return that's booked back into inventory.
A non-receipt report is checked against shipment status, recipient details and carrier feedback. An agreed outcome may be a replacement, credit note or confirmed delivery. A physical return also requires condition assessment and a separate release for reuse. Closing the document does not automatically release goods for sale.
Transport deviations, non-receipt reports, cancellations: since 2022, PROWERB has run the complete promotional-products logistics route for a major travel operator — including correspondence with suppliers, freight forwarders and recipients in the customer's name.
For junited AUTOGLAS, courier and forwarder assignment including returns is part of standard operations for the promotional-products shop. At Vaillant, resolving quantity deviations and shortfalls has been part of day-to-day business since 2007; at Oatly, handling transport exception cases since 2023.
And for Coca-Cola Europacific Partners, PROWERB also handles consumer complaints as part of POS logistics.
The process view covers review, the responsible decision and feedback. A goods return or document correction takes place only where the specific case requires it.
Close exceptions and returns separately
Possible outcomes: replacement, credit note or confirmed delivery. Resale is an additional goods decision after condition assessment; it does not follow automatically from a credit note.
How many cases arise is decided before dispatch — in inventory management, order processing and outbound.
PROWERB checks the shipment history and proof of delivery, resolves the case with the carrier and keeps the recipient informed. Every step is documented in the case.
PROWERB — in the name of the customer's brand. For the recipient, the brand remains the sender; resolution runs in the background.
Via courier or forwarder assignment: pickup from the recipient, return to the warehouse, inspection and booking into real-time inventory.
As an exception case, not a pass-through item: verification against order and shipment data, resolution with the carrier, documented close-out.
Yes. For Coca-Cola Europacific Partners, consumer complaint handling is part of the logistics mandate — handled in the brand's name.
One briefing is enough: assortment, dispatch routes, typical exception cases. PROWERB responds with a concrete process proposal — from notification through to rebooking.
