Beverage Returns Workflows: Route Breakage Claims From Support to Finance

What this looks like in beverages

A distributor reports six broken bottles from a case shipment and asks for a full-case credit. The support ticket includes a photo but no receiving reference. The workflow needs to establish which shipment and pack were affected, ask for missing evidence, and route the amount and remedy to the authorized owner.

Records, ownership, and update rules

Work through the process

1. 01
   Identify the affected shipment

   Match the claim to the actual shipment and receiving location. A distributor may have several deliveries of the same beverage in one week, so product name and date alone are insufficient.
2. 02
   Normalize the damage quantity

   Retain the original reported units and apply the approved pack conversion for comparison. Do not turn a few broken bottles into a full-case credit without the relevant policy decision.
3. 03
   Review the remedy

   Gather the required evidence and route disputed or incomplete claims. Keep replacement and credit alternatives visible so separate teams do not independently authorize both.
4. 04
   Confirm completion

   Read back the accepted financial or fulfillment result and communicate that exact outcome. A requested credit is not a posted credit, and a replacement request is not a shipment.
5. 05
   Run a photo-only claim from Zendesk through finance before go-live

   Open a Zendesk ticket reporting six broken bottles with a photo and no receiving reference. The workflow should ask for the shipment or receipt number and hold the claim as unverified, without attaching the photo to any NetSuite order. Supply the reference, let logistics confirm the damage, and approve a remedy. In NetSuite, the credit memo or replacement order must state six bottles, not one case, and the claim record must show the single remedy chosen. Stop the rollout if the photo was linked to an order by product name, if the remedy shows a case, or if both a credit and a replacement exist for the ticket.

Handle the exceptions explicitly

Photo does not identify the shipment

Ask for the missing receiving reference before treating it as proof for this order.

Replacement was already authorized

Check existing remedy references before approving an additional credit.

Claim includes several products

Split the evidence by affected item and unit while retaining the parent claim.

What to verify before expanding

• The approved remedy states the exact damaged quantity and unit.
• One claim cannot silently produce both a replacement and a full credit.
• A photograph without a reliable shipment reference remains unverified evidence rather than confirmed damage for the selected order.
• An already authorized replacement is visible before finance reviews any additional credit for the same breakage claim.

Technical references

• Stacksync Workflows quick start
• Stacksync NetSuite supported objects