EDI Barcoding Support

Getting Faster Answers: What to Include When You Raise an Issue

Most barcoding and EDI problems can be traced quickly when the first message contains the right details. A ticket that says "our labels are failing" usually needs several rounds of questions before anyone can act, while a ticket with a document reference and a sample file can often be diagnosed on the first read. The checklist below helps you gather what matters before you get in touch.

For EDI transaction issues

• Transaction set and version, for example an 850 purchase order, 856 advance ship notice or 810 invoice, and whether your partner uses X12 or EDIFACT.
• Trading partner name and the interchange or group control numbers of the affected documents.
• The error or rejection message exactly as received, including any 997 or 999 functional acknowledgement codes.
• Timing: when the issue started and whether anything changed beforehand, such as a new item, a partner specification update or an ERP upgrade.

For barcode and labelling issues

• The symbology involved (UPC-A, EAN-13, GS1-128, ITF-14, QR or Data Matrix) and the label template name.
• A clear photo or scan of the label, plus the printer model and media type.
• Whether the problem is a scan failure, wrong data in the barcode or a compliance chargeback from a retailer.

Prioritising your request

Be clear about business impact. A rejected ASN holding up a shipment that is due to leave the dock today should be marked differently from a formatting question about next quarter's label redesign. Stating the impact up front helps the request get routed to the right priority level and keeps it in line with the response expectations described on our Standings page.

Preventing repeat problems

Many recurring issues come from out-of-date item master data, expired partner specifications or label stock that does not suit the printer. Reviewing partner implementation guides whenever they are revised, and test-scanning labels after any template change, prevents a surprising share of tickets. For background reading on standards and good practice, see our Resources, and if you are still choosing a setup, the Solutions overview explains how the pieces fit together.