Receiving
When a delivery does not match the order
Separate what was ordered, delivered, accepted and held before deciding what to record or query with the supplier.
By OX Labs team · A practical guide for restaurant operators. Adapt the steps to your policies, units and approval process.
- 01Check the order
- 02Count the delivery
- 03Separate held goods
- 04Resolve the difference
Compare the same item and unit
Bring the approved order, delivery note and physical goods together. Check item identity, pack size and unit before comparing quantities; a case, pack and individual unit are not interchangeable without a documented conversion.
Record the arrival time and the person who checked the delivery. Keep the supplier's document as evidence even when its quantity differs from what is physically present.
Separate delivered from accepted
Count what arrived, then distinguish usable stock from damaged, expired, incorrect or disputed goods. Put held items in a clearly identified place under your team's procedure. Do not silently treat a rejected item as usable stock.
If a second person checks a discrepancy, retain both records and the agreed outcome. The purpose is to explain the difference, not to make the paperwork agree by changing a count without evidence.
Resolve the commercial difference
Record the shortage, over-delivery or quality issue against the correct order and supplier document. Ask the supplier for a replacement, corrected document or credit where appropriate to the agreement. Match any invoice to the accepted quantity and agreed terms before approval.
Give an unresolved issue an owner and follow-up date. Keep the receiving and finance teams aligned so a stock adjustment is not mistaken for a supplier credit or payment decision.
Example: four quantities tell different stories
| Ordered | 40 cases |
|---|---|
| Physically delivered | 38 cases |
| Held for damage | 2 cases |
| Accepted as usable | 36 cases |
| Not delivered | 2 cases |
The 2 held cases arrived but are not accepted as usable stock. The other 2 cases never arrived. Check any invoice against the order, delivery evidence and agreed resolution rather than assuming one number answers every question.
Use this guide as a discussion aid. Confirm the actual ITS V.Pro workflows available for your setup before relying on a product-specific process.
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