Customer did not receive ASNs

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  • Updated 4 years ago
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ASNs were sent to customer but customer is claiming the ASNs were not received.  I how do I resolve?  Did SPS get an acknowledgement of the ASN?
Jason Vale Dorel Sports
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Posted 4 years ago

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Katrina Wolyniec, Employee

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Whenever a company transmits data and hands it off to the trading partner it gives back a 997 functional acknowledgement.  This is considered a receipt for the document.  Once it has passed into their system and they have sent the 997 back, it is considered transmitted successfully to their system.  If they are having an system issues on their end, we do not have visibility into that.

So, if a trading partner is claiming that they did not receive documents we will want to track the data out and see if we got the 997 back.  If we did not: there is an issue on our end or an error within the data that will need to be resolved. If we did receive the 997 from them, they will need to look in their system and determine what the issue is with the data or system.

For this instance, I would recommend either calling or emailing in to our WebForms Fulfillment Support Team and they will be able to track the data out and determine if they left our system successfully.

Thank you!

SPS Commerce Infinite Retail Power

Katrina Wolyniec

Senior Analyst | Fulfillment Support 

P: 1-888-739-3232 Option 1


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