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I get into work yesterday (Wednesday) to an email that the DM sent the day before (Tuesday, my day off) regarding two orders from Monday that had not been invoiced/processed. I go in and look up the orders...everything seems fine. Invoiced, picked up, etc. R confirmed that the two customers did pick up their orders. I remember shopping those; regular customers.
I'm going back through things later to figure out some paperwork (I needed an invoice from a Monday morning order), and see that the two afternoon orders that DM was yelling about (Monday 5PM pickup slot) were now marked as Cancelled in the pickup software. Ten minutes prior they were showing as Invoiced and Picked Up. Unfortunately, the invoices that I'm now able to view only shows the Cancelled status (zero dollar amount, no totes, all items OOS). I know that I printed the original invoices when I finalized the orders...they're missing. R tells me that there was some sort of system issue on Monday night, I have a feeling that this is the culmination of some minor (annoyingly non-duplicatable) issues I'd been hammering the Helpless Desk about over the past month. It started around the same time they upgraded our OS...nobody probably through to check our software for actual compatibility. Starting last week, Chrome had been acting strange (IIRC Google is shutting off access to 'less secure' apps, of which this might be one...what do you want to bet that IT just ignored the warnings and forced something through). The store does not have access to any sort of backend logs, so there is no way for us to know if an original copy of the invoice still exists.
All that DM wants to know is if I can talk to the MOD that was on Monday evening...no, I don't know his schedule and at this point (today/Thursday), it is three days removed from the actual incident and I have no clue what happened seeing as I wasn't in the building for any of it. I don't get paid enough to chase down that stuff. I can't call in a ticket because I have no information at all about what happened (and it's useless if I'm not on the phone as it's happening). A ticket should have been called in by an exempt manager at the time this went down.
I do some deeper digging today...the employee ID attached to both of the orders in question (the person who shopped them) is not my ID. IIRC that person wasn't even in the building until I left on Monday so they could not have shopped those orders. I'm not able to actually print off the screens for that, but I did take photos.
I was trying to pull up the OOS list for Monday to see if the items showed up...I can't get any lists older than Tuesday. Trying to pull up the Monday list causes the program to crash (we should be able to go back 5 days in those reports). I think there's another way that I can get it...I did print off copies of the 'new' cancelled invoices, so I have the OOS lists at least.
It's really frustrating having the knowledge to troubleshoot this stuff but not being allowed to. I know it's really not my job to be digging into this, but if someone is trying to pin blame on me/us I'd like to know why. R says that three managers witnessed the Monday system glitch (but nobody though to call it in...). I'd think that one of them would have left me a note if things got weird.
I'm going back through things later to figure out some paperwork (I needed an invoice from a Monday morning order), and see that the two afternoon orders that DM was yelling about (Monday 5PM pickup slot) were now marked as Cancelled in the pickup software. Ten minutes prior they were showing as Invoiced and Picked Up. Unfortunately, the invoices that I'm now able to view only shows the Cancelled status (zero dollar amount, no totes, all items OOS). I know that I printed the original invoices when I finalized the orders...they're missing. R tells me that there was some sort of system issue on Monday night, I have a feeling that this is the culmination of some minor (annoyingly non-duplicatable) issues I'd been hammering the Helpless Desk about over the past month. It started around the same time they upgraded our OS...nobody probably through to check our software for actual compatibility. Starting last week, Chrome had been acting strange (IIRC Google is shutting off access to 'less secure' apps, of which this might be one...what do you want to bet that IT just ignored the warnings and forced something through). The store does not have access to any sort of backend logs, so there is no way for us to know if an original copy of the invoice still exists.
All that DM wants to know is if I can talk to the MOD that was on Monday evening...no, I don't know his schedule and at this point (today/Thursday), it is three days removed from the actual incident and I have no clue what happened seeing as I wasn't in the building for any of it. I don't get paid enough to chase down that stuff. I can't call in a ticket because I have no information at all about what happened (and it's useless if I'm not on the phone as it's happening). A ticket should have been called in by an exempt manager at the time this went down.
I do some deeper digging today...the employee ID attached to both of the orders in question (the person who shopped them) is not my ID. IIRC that person wasn't even in the building until I left on Monday so they could not have shopped those orders. I'm not able to actually print off the screens for that, but I did take photos.
I was trying to pull up the OOS list for Monday to see if the items showed up...I can't get any lists older than Tuesday. Trying to pull up the Monday list causes the program to crash (we should be able to go back 5 days in those reports). I think there's another way that I can get it...I did print off copies of the 'new' cancelled invoices, so I have the OOS lists at least.
It's really frustrating having the knowledge to troubleshoot this stuff but not being allowed to. I know it's really not my job to be digging into this, but if someone is trying to pin blame on me/us I'd like to know why. R says that three managers witnessed the Monday system glitch (but nobody though to call it in...). I'd think that one of them would have left me a note if things got weird.
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