In this article, we refer to an “Issues Wall”. You may call this something else—it simply means a dedicated area in your warehouse where problem fulfillments are placed.
These are typically fulfillments that:
Are missing one or more items
Have an Issue that requires investigation
Have been partially picked but cannot yet be dispatched
High-Level Workflow
(Optional) Review oversold orders in Neto and move them to Backorder.
Perform pick runs in WRHS as normal and mark items as missing as they arrise.
Supervisor confirms items are definitely missing.
Backorders are created/managed in Neto.
Monitor Backorders for positive stock levels.
Return Backorders to the pick queue.
Key Decision - Will you pick oversold orders?
Before anything else, decide whether your team will attempt to pick oversold orders.
You can either move oversold orders straight to Backorder in Neto before picking by simply eyeballing the orders index in Neto and looking for red stock levels; or, allow them to be picked and handled during the normal workflow.
Moving them upfront keeps your warehouse flow cleaner and reduces partially picked orders sitting on the Issues Wall. However, it increases the risk that by the time stock arrives, other items on the order may no longer be available.
Allowing oversold orders to flow through picking means your team can immediately identify exactly what is and isn’t available, and resolve the order in one pass (e.g. split, refund, or wait). The trade-off is more partial picks and increased reliance on your Issues Wall process.
There is no right or wrong answer here. Our customers successfully do both.
Handling Missing Items
Leave fulfillment in the Tote on the Issue Wall
WRHS is designed so partially picked fulfillments remain with their tote. In a paperless warehouse, the tote is the identifier.
For this reason, we recommend using removable tote barcodes (e.g. printed and laminated), rather than sticking them permanently to pick vessels. This allows you to move the tote to the Issues Wall while returning the pick vessel to circulation. You’ll need a few extra totes to support this.
The alternative—unpicking items from the tote—creates unnecessary rework and is not recommended.
Mark items as missing during pick
Even in the best warehouses, stock sometimes “grows legs.”
In WRHS, pickers can:
Mark items as missing during picking
Continue picking the rest of the order
Send the fulfillment to the Issues Wall
Picking multiple orders into one tote
If you’re picking multiple fulfillments into a single tote:
Continue picking as normal
When a missing item is encountered, send the tote to Pack
The packer will:
Complete all valid fulfillments
Leave only ISSUE fulfillments remaining
The tote can then be moved to the Issues Wall
Confirm Missing Items
Before taking action, always verify the item is actually missing.
Recommended process:
A supervisor reviews each issue
Check:
Picking location
Receiving area
Bulk storage
If the item is found:
Resolve the issue in WRHS
Send the fulfillment back to the Pick queue
Neto Actions
Did you know?
Neto allows you to split out-of-stock items into a separate backorder.
This makes it easy to:
Partially fulfill orders
Ship available items immediately
Leave only missing items on backorder
We’ll cover how to do this below.
Once an item is confirmed missing:
Open the fulfillment in WRHS
Click the order number to open it in Neto
Choose one of the following actions:
Option 1: Refund / Cancel
Our least favourite option
Cancel the order in Neto
WRHS will automatically sync and cancel the fulfillment
Option 2: Split the Order
Often a better customer experience but it will cost you more in freight.
How to split in Neto:
Open the order in Neto (Sales View)
Enter a quantity to backorder into the backorder input box on the order line/s
Click Save
Result:
A new backorder is created with the missing items
The original order now contains only in-stock items
Back in WRHS:
Re-import the order
Resolve the issue
Send the fulfillment back to the Pick queue
Option 3: Wait for Stock
If the customer is happy to wait:
Move the order in Neto to:
New Backorder, or
Backorder Approved (depending on your process)
This will move the WRHS fulfillment to BACKORDER status.
Monitoring Backorders
Why some actions are disabled in WRHS
You may notice that:
“Mark as Backorder”
“Mark as Pick”
…are disabled in WRHS for Neto orders.
This is intentional.
👉 Neto is the source of truth for stock availability
All stock-related decisions must be made in Neto to avoid conflicts.
If using Neto Advanced Inventory
When receiving a purchase order:
Neto will show which backorders can now be fulfilled
Open those orders and mark them to Pick in Neto
WRHS will automatically return them to the Pick queue
If NOT using Advanced Inventory
You can manage this manually:
Filter orders in Neto by:
New Backorder
Backorder Approved
Look for orders where all items now show green stock
Move those orders to Pick
WRHS will automatically sync and return them to the picking workflow.