If you encounter an error when scanning a tote during the picking process, use the steps below to identify and resolve the issue. For help managing or resetting totes, see How to Create and Manage Totes in ShipHero.
Troubleshooting Tote Scanning Issues
Work through the following checks in order:
- Verify the tote barcode is not damaged or obscured.
- Ensure the tote is properly assigned to the correct warehouse.
- Check that all items in the tote are valid and exist in the system.
- Check if any items were added to the order after initial picking.
- Verify lots have not expired for lot-controlled items.
If the tote barcode is damaged or no longer scanning correctly, you can print a replacement label directly from the Totes page.
If an order is stuck in a picking workflow, use the Clear Tote action to disassociate the inventory and restart the pick, or use Transfer Tote Inventory to move the picked inventory to a new location with full tracking.
Still need help?
If you have worked through all of the checks above and the issue persists, contact ShipHero Support with the tote name, barcode, and a description of the error you are seeing.