Step 1 · Intake triage
OutlookReview the latest customer email and attachments, then capture PO, NDC, delivery reference, quantity in dispute, and any serial/LPN references into the case worksheet before touching downstream systems.
Step 2 · Intake triage
OutlookStandardize NDC format, strip whitespace from PO references, and convert case quantities to unit equivalents so Oracle and TraceLink comparisons use a single canonical representation.
Step 3 · Claim framing
OutlookClassify the claim as shortage, overage, damage, or mixed and record which evidence sources are mandatory for this classification so later handoffs are deterministic.
Step 4 · Shipment reconstruction
Oracle EBSUsing normalized keys, retrieve delivery id, order lines, ship date, LPN list, lot, and quantity shipped, and attach the exact record snapshot used for the investigation.
Step 5 · Shipment reconstruction
Oracle EBSmore context neededConfirm whether the disputed quantity spans multiple deliveries or split lines and annotate how each line contributes to the claim total to prevent partial-match conclusions.
Step 6 · Transport evidence
Carrier PortalRetrieve proof-of-delivery artifacts and signature metadata using the validated PRO/tracking references, then log document source and retrieval time for audit traceability.
Step 7 · Transport evidence
Carrier PortalEvaluate whether POD artifacts are complete, legible, and time-consistent with Oracle events; flag weak signatures, delayed scans, or revised files that could affect disposition confidence.
Step 8 · Serialization evidence
TraceLinkExport serial-level state transitions for claim-relevant LPNs and preserve movement history, not just current status, so rework or void events are visible during determination.
Step 9 · Serialization evidence
TraceLinkAggregate serial counts at NDC+lot granularity and reconcile against Oracle line quantities, documenting any over/under deltas and suspected root-cause category.
Step 10 · Handling evidence
Kargo / OneDriveCollect Kargo checkpoints plus dock/pallet images and pair each artifact to the corresponding delivery line so handling chronology and visual condition are jointly reviewable.
Step 11 · Handling evidence
Kargo / OneDriveConvert event timestamps to a shared timezone and sequence all external/internal events in one timeline to eliminate false contradictions caused by mixed clock standards.
Step 12 · Disposition prep
Case WorkspaceGenerate a manifest listing every attached artifact, source URL/system, retrieval timestamp, and parser notes so reviewers can reproduce conclusions without searching raw folders.
Step 13 · Disposition prep
Case Workspacemore context neededPrepare a preliminary claim disposition with supporting evidence references and an explicit confidence level, separating confirmed facts from inferred assumptions.
Step 14 · Case finalization
Master LogWrite final status, evidence links, blocker code (if unresolved), and revision history into the master log so queue triage and reopen handling remain consistent.
Step 15 · Case finalization
EmailIssue the final response or missing-information request using a structured template that references disposition rationale, expected next steps, and ownership for follow-up.
Step 16 · Continuous improvement
EmailRecord unusual patterns, account-specific precedents, and evidence pitfalls in the knowledge base so subsequent investigators can shorten triage and avoid repeated escalations.