What is Rework and what are the different Rework Statuses?

Rework Requests or “Reworks” typically relates to fulfilment activities that require manual effort, which fall outside of the chargeable items listed within our Universal Tariff.

For any such activities, we will provide an estimate based on the number of hours and minutes that we expect the activity to require, with a charge based on the Standard Labour Rate, which you will find within our Universal Tariff.

A typical example of Rework would be where we receive items into our warehouse which have not been barcoded. We will provide an estimate for the time we expect it to take to print and apply labels to each of the items.

Who creates Rework Requests?

As per the example above, we will often create Rework Requests where we need to undertake an activity in order to provide a service. In the example above, we had to label items before they could be receipted into stock.

It is entirely possible however that you may need us to undertake an ad-hoc activity on your behalf. For example, you may want us to perform a stock count on certain items or write off old / expired or slow moving stock etc. You can ask us to do this by creating a rework.

The creation of a Rework Request is a fairly quick process, you simply go to the Rework menu option within our platform and click the New Request button. You’ll be asked to provide a “Description of Work”. Try to keep this simple and specific. I.e. if you want us to undertake a stock count on a certain item or range of items, ensure you provide us with product codes (SKU Codes) that you wish for us to count. So “Please count stock for the following units: xxxxxxxxx,xxxxxxxxxxxxxx,xxxxxx and xxxxxxxxxxx”, rather than “Please count stock of my summer collection”. The more specific the Description of Work, the quicker and easier it will be for us to provide an estimate.

The One Hour Rule

We know how important it is for us to receipt your items as quickly as we possibly can. Where some of your items need to be reworked (labelled etc) before we can undertake the receipting process we will raise a Rework Request and quote you for it.

Where the amount of work is less than one hour however, we will just assume acceptance of the cost and get on with the job rather than asking you to authorise the request. Any Rework tasks that are expected to take more than one hour will require your authorisation before we can commence. This rule applies for all Rework Requests raised by our warehouse teams. This rule does not however apply to those rework requests that you raise yourself, for which we will always provide a quote and wait for your authorisation to proceed, even if the quote is less than one hour.

Rework Status

You can monitor the status of your Rework activities, create new Rework Requests and manually cancel or edit your Rework Requests, via the Rework option within the fulfilmentcrowd platform.

When accessing the Rework menu option, you will be presented with a list of tabs, each of which contains a different subset of your Rework Requests, which are displayed as rows within a grid. To view further information and to perform actions against Rework Request, click on the row to open the details view.

For the most part, each of the tabs on the Rework screen contain Reworks of a single status. However, the “Open” tab will contain all Rework Requests that have not yet been completed or cancelled. The rows on this Tab include a Status column that defines the specific status of each open Rework Request.

The different statuses are as follows:

• Draft - When creating Rework Request, it will automatically be assigned a status of “Draft”. This allows you to take your time during the creation process and you are free to save and exit the Request and return to it at a later time. To Submit the Rework Request to us, click the “Submit” button from the details screen.
• Awaiting Estimate - Once submitted, our Rework teams will automatically be notified of your Rework Request and will endeavour to respond with an estimate within 8 working hours. During this time the Rework will have a status of Awaiting Estimate.
• Awaiting Approval - Once our Rework teams have reviewed your request, they will apply as estimate the status will be updated to Awaiting Approval. At this point, you will receive an email and, if configured, a push notification to let you know the expected cost. To approve or cancel the rework, open the details view and select the relevant option. As soon as you approve a Rework Request, our teams will be notified and the SLA clock for the completion of the Rework task will be started.
• In Progress - Once approved, the status of the Rework will be changed to In Progress.
• Complete - Once we have completed a Rework Request we will update the status to Complete. At this point you will receive an automated email and, where configured, a push notification to let you know the job has been done.
• Cancelled - Our platform retains any cancelled Rework Requests for your review at a later date if necessary.